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NN Hellas Complaints Policy

At NN Hellas we truly encourage you to reach us, by communicating any kind of complaint; in this way, you provide us with a valuable asset, so as to maximize our customer service quality and make every transaction a unique experience.
Placing our customers in the center of our attention, we wish to welcome and thoroughly investigate each and every written communication voicing a complaint, always aiming not only to end up with satisfied customers but also build a strong, life-time relationship with them.
Being on our customers’ side, we deal with all complaints promptly and efficiently, always overlooking any kind of discrimination or bias. Our mission is to care, be committed and clear on each transaction occasion with our customers.
In case you are dissatisfied by our products or provided services, you have the right but also we encourage you to contact us. In this way, we will be able to examine and resolve your complaint, thus enhancing our services. We also appreciate our customers’ positive comments, which will definitely contribute to improvement of our business and processes.

If you wish to make a complaint, you may use one of the following means:

Message
 
E-mail
 
Post
198 Syngrou Avenue, Kallithea, 17671
Attention of Customer Relations (Complaint Management)
 
Fax
+30 210 950 6611
 
Phone
Monday to Friday (09:00 - 21:00)
801 100 200 300 (landline)
+30 210 950 6000 (mobile or from abroad)
 

 

Our customers matter

Our Customer Relations Department will ensure that your complaint is reviewed and dealt with in a fair way, as quickly as possible, and that your rights are safeguarded. Therefore, it is important to know that:

  • If you wish to send a complaint, you will be treated with courtesy and fairness.
  • The complaint will be treated in confidence.
  • You will not be victimized or harassed as a result of any complaint made.
  • You will not be discriminated because of any disability, skin color, race, heritage, religion, age, sex or sexual orientation etc.
  • Upon receiving your complaint, the Customer Relations Department (responsible for the Complaint management) will on the spot send you a delivery receipt within one (1) working day, informing you that your complaint has reached its destination and providing you with contact information of the  Customer Relations representative responsible for your complaint.
  • If necessary, you will be contacted again by the Customer Relations representative in case clarifications are required.
  • Our mission is to resolve our customers' complaints within fifteen (15) calendar days as of the day of receipt and up to fifty (50) calendar days in general, as dictated by the Bank of Greece. If this timeframe cannot be met for any reason, then you will be informed on the delay and provided with a new possible response date by the respective Customer Relations Representative.
  • If you are not satisfied by our response, you retain the right to contact the competent Consumer Protection Authorities, such as the Hellenic Consumers' Ombudsman, for the extrajudicial resolution of your complaint.

 
There are some simple steps to follow, so that we can help you as effectively as possible:

  • Act promptly: file your complaint as soon as possible. The longer you wait the less clear the facts may become and the harder to find a satisfactory solution.
  • Provide identification details: clearly indicate your full name, insurance policy number and any other relevant information.
  • Make it clear: try to summarize exactly what your complaint is about. Don’t go into too much detail. If, however, details are worth mentioning, set out the order that things took place, preferably with specific dates and description of incidents, phone calls, letters or meetings.
  • Describe your request: Indicate what you think should be done to make things right.

 

 

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