More information

• Information about complaints

  1. Before submitting a complaint
  
  We recommend that you contact your personal relationship officer. Several issues can be resolved easily and swiftly through contact with your personal banker.

  2. How to submit a complaint
  
  Please choose one of the channels of communication described below to make a complaint:

   A. Online

  • • Secure messaging via the 1bank service: For users of the 1bank service, the safest and fastest way to submit a complaint is via the secure messaging tool on the Bank of Cyprus (Internet Banking) website
    • Website form: For people who are not Bank of Cyprus customers or do not use the 1bank service, a complaint may be submitted using the Complaints form above.

   B. Phone:

  • • Submit your complaint by calling our customer service agents/1bank Service at: 800 00 800 (+357) 2212 8000 (if calling from abroad)
    • The call centre operates:
      • Monday to Friday, 07:45 until 18:00
      • Saturday and Sunday 9:00 until 17:00

   C. Post:

  • • Submit a complaint in writing by printing out the Complaint Form and mailing the filled-out form to the following postal address:
      • Bank of Cyprus ,1bank Service(0195), P.O. Box 21472, Nicosia 1599, Cyprus

  In submitting a complaint it is important to include the following information:

  • Your full name and postal address
  • Identity card number/passport number
  • Phone number
  • Email address
  • A detailed description of your complaint
  • The mode in which you wish us to contact you (phone/email/post)

  We will contact you in case we require clarifications or any additional information.

  To learn more, please call the Bank of Cyprus customer service centre/1bank Service at: 800 00 800 (+357 22128000 if calling from abroad).
  
  

  3. After submitting a complaint

  See Handling a complaint.

• Handling a complaint

  1. On submitting a complaint

  Once a complaint has been submitted via the designated complaint form, you will receive an automated response acknowledging receipt. On receiving your complaint we will immediately, and no more than two working days later, send you a Notice of Receipt of Complaint with a Reference Number for your complaint. Please use this number code in future communications.
  
  

  2. Investigating a complaint

  Once we have received your complaint we will forward it to the appropriate Bank of Cyprus department or service for further investigation. Depending on the nature and particulars of the complaint, we shall endeavour to find ways of resolving the issue and propose these to you as soon as possible.

  We are aware that certain complaints may take more time to investigate and resolve. In such a case we will keep you updated on what actions we are taking.
  
  

  3. Resolving a complaint

  Once a complaint has been investigated we will contact you, via your chosen channel of communication, providing the proposed solution.

  Below you may find indicative timeframes required for investigating a complaint submitted to our Bank, provided that the Bank receives all relevant information: 

  • Personal Data Issues (GDPR)
  • within 30 days
  • Payment Services (PSD 2)
  • within 15 working days
  • Other Issues
  • within 90 days
    
    

  4. If you are not satisfied

  If you are an individual or legal entity or charitable organization or trust or you meet any of the definitions of ‘consumer’ as described in the related legislation and you are still not satisfied with our proposed solution and/or the actions we took to resolve your complaint, or if three months have passed since the date of the Notice of Receipt of Complaint and you have not received a response, you have the right to submit your complaint to the Financial Ombudsman within four months. The Financial Ombudsman is also the Alternative Dispute Resolution Body with which the Bank has contracted as per the relevant legislation.

  Financial Ombudsman

  Financial Ombudsman Contact Details:

  ADDRESS: 15 Kypranoros street, 1061 Nicosia
  POSTAL ADDRESS: P.O BOX: 25735, 1311 Nicosia.
  TELEPHONE: 22848900 

  Complaints: complaints@financialombudsman.gov.cy  
  Information: enquiries@financialombudsman.gov.cy

• Resolution of disputes regarding loan restructuring

  For objections regarding Loan Restructuring, where the process has begun after 9/9/2013, please click here.