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 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