Complaint management process

Our commitment to you is to provide you with high-quality products and services and to always operate in an honest, impartial and professional manner, with the intention of serving your interests in the best possible way. If, however, you believe that your expectations have not been met in terms of our way of operating and addressing your needs, you can submit your complaint by registered letter to our address (c/o the Complaints Department) or to the following email address and a representative will contact you: [email protected] 

For the purposes of this notice, a “complaint” is defined as a written statement of dissatisfaction addressed to an insurance intermediary by a person who receives the services of the insurance intermediary. Complaints do not include notifications of claims or requests for compensation, nor simple requests relating to the performance of the insurance contract or the provision of information or clarifications.

We also note that the initiation of the complaints process does not in any way interrupt the statute of limitations on your legal claims.

Once we receive your complaint, we undertake to provide you with an acknowledgment of receipt, which will include a brief description of the procedure to be followed and of your related rights, and to respond in writing and with justification within 50 days from the date of submission of the complaint. However, if you are not satisfied with our response, you may persist with your complaint or contact the following bodies, or any other alternative dispute resolution body lawfully registered in the Register of the General Directorate for Consumer Protection and Market Supervision, which are always at your disposal for the out-of-court resolution of disputes:

Ministry of Development, General Secretariat of Commerce (Consumer Protection Sector), Kaningos Square 10181, Athens, Greece
Tel : +30 1520, E: [email protected], Website: https://kataggelies.mindev.gov.gr/ 

Consumer Ombudsman, 144 Alexandras Ave., 11471, Athens, Greece
Tel : 210 6460862, 210 6460814, 210 6460612, 210 6460734, 210 6460458, E: [email protected], Website: https://www.synigoroskatanaloti.gr/el/ypoboli-anaforas

Complaints addressed to the Consumer Ombudsman must be submitted within one year from the date you became aware of the error or omission.

The European Commission provides a relevant online dispute resolution (ODR) platform, which allows consumers to submit their complaint via a central website, which forwards the complaint to the relevant Alternative Dispute Resolution (ADR) system in the relevant Member States. For any disputes you may have with HOWDEN HELLAS S.A., in Greece for which you wish to resolve them via the ADR system, you can contact the Consumer Ombudsman, whose details are listed in this form. For more information on online dispute resolution, please visit the address: http://ec.europa.eu/odr.

Bank of Greece, (Private Insurance Supervision Directorate), 21 El. Venizelou, Athens P.C. 102 50
Tel : 210 3201111, Website: https://www.bankofgreece.gr/kiries-leitourgies/epopteia/epopteia-idiwtikhs-asfalishs/kataggelies-aitiaseis-idiwtikh-asfalish

The Bank of Greece is competent to examine only issues of a supervisory nature.

Comprehensive information regarding the rights of insured persons:link