- The Hellenic Financial Ombudsman (HFO) examines disputes within its jurisdiction free of charge, following an Online Complaint Submission.
- You will receive written confirmation of receipt of the complaint immediately, along with the name of the case handler.
- If necessary, the HFO will request additional information from you.
- The HFO then determines whether it has jurisdiction to deal with the dispute, based on its Rules of Procedure. If it does not, it will inform you immediately in writing.
- If it does, it forwards the matter to the relevant provider (Bank, Investment company or Credit Servicing Firm), along with comments and suggestions, to facilitate an amicable settlement.
- The HFO handles the dispute within a reasonable time, fairly, objectively, and impartially.
- It adheres to the principle of hearing both parties and gives them the opportunity to communicate their views within 10 working days and to be informed of the arguments and views of the other party.
- If the dispute is not resolved by agreement, the HFO may, at its discretion and depending on the circumstances, issue a reasoned, non-binding recommendation for its resolution, which it shall communicate to the parties.Within 10 working days, the parties must declare in writing whether they accept the recommendation as a full and final settlement of the dispute.
- In any case, the HFO shall notify the parties in writing of the outcome of the procedure within 90 days at the latest.
- The parties have the right to withdraw from the procedure at any time.
- Participation in the HFO procedure does not preclude the possibility of recourse to the Courts.
June 24, 2025
