When the complaint is filed, the settling stage starts:
1. You register you complaint
You will receive a register number
2. We shall investigate and we shall do the following:
All the complaints will be treated as confidential, in compliance with the legislation.
We shall treat every issue with integrity and respect.
We shall investigate any issue thoroughly and objectively.
We shall acknowledge when we make a mistake and we shall implement the remediation measures as fast as possible.
We shall seek measures in order to prevent recurrent incidents.
3. We shall come back to you with one of the following:
With the answer which will contain the result of our investigation, the bank’s position and the actions which are to be taken
If we reject your complaint/request, our refusal will be substantiated.
We aim at answering to all of our clients within the shortest time possible. However, if a complaint is very complex, it may require an extended assessment period. In such a case, you will be duly notified.
We ask you to take into consideration that the investigation of the complaints regarding cards may take longer, due to the fact that this represents the object of international regulations.
We shall communicate with you, at any given moment, clearly, respectfully and in a manner easy to understand.
For complete information on the complaint handling process, please see the information below: