First step
Contact the service provider to a competent level for that particular transaction and Customer Service Department in writing.
First step
If you are not satisfied by the Customer Service Department’s response, you can submit your complaint in writing to the Ombudsman, within one (1) year from the date you submitted your complaint to the service provider, filling in the Complaint Form which can be found attached in our booklet or on our website at www.hobis.gr, enclosing full documentation of your case.
The procedure for the submission and examination of complaints by H.O.B.I.S. is written . You can find our “Complaint Form” at the providers or our office.
This form can be printed from our website by clicking here.
H.O.B.I.S. will inform you in writing of the receipt of the complaint and if necessary will ask for additional information, which, if not provided within ten (10) working days, the complaint will be closed.
H.O.BI.S. will forward the complaint and related documents in the provider’s Customer Service with comments and proposals, and will ask the customer and the provider to express their views.
If they can’t reach an amicable settlement, H.O.B.I.S. will propose a reasoned, non-binding recommendation for resolution of the dispute, under the current legislation, the principles of fairness and good business practice and any relevant code of conduct, in order to resolve the dispute. This recommendation will be notified to both parties.
If no agreement is reached, or when one of the parties backs out of the process, H.O.B.I.S. will draft a record of failure, citing its reasoning.
If the procedure results in an agreement, H.O.B.I.S. will draft a record of compromise, citing its reasoning.
In any case, H.O.B.I.S. will inform both parties about the outcome of the procedure within ninety (90) calendar days from the date of receipt of the complete complaint file.
The parties may withdraw from the process at any stage, informing H.O.B.I.S. in writing.
Important Reminder:
In case of a complaint by a consumer: It’s submission to H.O.B.I.S. interrupts the prescription and limitation periods for exercising his right during the mediation process. Subject to the provisions of article 261 et seq. of Civil Code, the prescription and limitation periods that were interrupted start again when the mediation process is concluded (written denial of H.O.B.I.S. to consider a dispute, record of failure or compromise) (Article 11 of the J.M.D. 70330). Moreover, in case of compromise, a copy of the record drafted by H.O.B.I.S. with the parties’ agreement for an enforceable claim, can be filed to the secretariat of the First Instance Court of Athens and be made enforceable according to article 904 par. 2z’ of the Code of Civil Procedure (art. 9, par. f, subpar. c and d of J.M.D. 70330).