A primary goal of Cooperative Bank of Karditsa is the proper, lawful and effective management of customer inquiries / requests and, even more, has understood that complaint management is an important element for assessing the quality of the Bank’s services. For this reason, the need to make every effort to serve the requirements and needs of its customers becomes imperative.
For this reason the Bank has established a Complaints Management Policy in accordance with the regulatory and legislative framework.
In this context, we provide you with ways to communicate, so that you can express your feedback on our products and services.
Your opinion counts and helps us improve our services.
If something has upset you and you want to submit your complaint to us, proceed to the following steps:
1. Contact the respective branch
You can express your complaint or any problem you face to the manager of the branch that is close to you. The Bank’s staff is always willing to provide you with the required clarifications, as it has the necessary knowledge to answer your questions and correct any mistakes or omissions.
2. Ways of Submitting Complaints
In case you are not completely satisfied with our answer, you can express your complaint in writing in the following ways:
Filling in the “COMPLAINT SUBMISSION FORM” in any of the Bank’s branches (available in the brochure trading area, in a conspicuous box and with clear - legible information).
Sending a letter to the Bank, either at the address “Taliadourou and 1 Kolokotroni Street, 43100 Karditsa ” or at any branch of the Prefecture. A letter can also be sent by fax to the Bank on +302441080883, marked as “Complaint”
By e-mail to This email address is being protected from spambots. You need JavaScript enabled to view it., with the subject “Complaint”, including the customer’s VAT number
On the Bank’s website www.bankofkarditsa.com.gr, by filling in the relevant electronic complaint form.
Necessary information to facilitate your communication with the Bank:
Identification of the complainant (name, father’s name, VAT number, address and contact phone number)
incident description - cause of complaint
any persons involved
3. Response in case of complaint
The Bank immediately sends notification on the receipt of the request (confirmation or reply message in case of electronic sending) and the deadline set for the settlement or communication regarding the arrangement / settlement.
The result of the examination and the relevant response of the Bank are notified to the complainant within 45 days from the receipt of the complaints. If, due to significant reasons, it is not possible to provide a response within the above defined time period, the Bank must inform on its own initiative the complainant about the reason for the delay and indicate the time period within which the examination is expected to be completed and be provided a written response. Throughout the final settlement or response of the bank, the customer has the opportunity to learn about all the information and documents used in the documentation of the response by the Bank.
For any information regarding the progress of his/her request, the customer can contact the Bank’s Customer Services’ Complaints Department through the RCU. Applying the provisions of banking confidentiality, Cooperative Bank of Karditsa is entitled to examine issues on behalf of the involved / beneficiaries to whose complaints it responds. For this reason you should make sure that you have the legitimacy to file the complaint.
Finally, the Bank processes the personal data of the complainants in order to resolve / settle their case and in accordance with the General Data Protection Regulation (2016/679)
In case the final response given does not fully satisfy the complainant, the Bank includes in each case a detailed justification, and an explicit reference to the entitlement of the complainant to address an alternative / out-of-court dispute resolution mechanism and/or, as the case may be, the competent Authority, if he/she insists on his/her complaint.
Therefore, in case you are not completely satisfied with our response, you can contact the Consumer Ombudsman at 144 Alexandras Avenue, 11471 Athens.
Alternatively, you may address to any other Alternative Dispute Resolution body, legally registered in the Register of Alternative Dispute Resolution Bodies published on the website of the General Secretariat of Commerce and Consumer Protection, www.efpolis.gr, where you may find additional information on out-of-court settlement.
For any additional information, contact one of our branchs or the Complaints Department under the Management of the Bank’s Regulatory Compliance Unit (tel. +302441040099, int. 3146, This email address is being protected from spambots. You need JavaScript enabled to view it.).
