Grievance policy

At COSMOTE Payments we are interested in hearing your opinion about the products and services we offer. With the same interest we want to listen to your grievances or your suggestions because in this way we will be able to offer even better products and services and we will improve your service experience.

How can you contact us?
You can contact us in the following ways, only for matters that concern you in relation to COSMOTE Payments products and services. For products and services of other OTE Group companies, please click here.

For information regarding products and services, to express your opinion or to make suggestions or recommendations to us,
electronically at info@cosmotepayments.gr

For grievances regarding the products or services provided, you can fill in and sign the Withdrawal Declaration Form and send it:

• Electronically at: complaints@cosmotepayments.gr
• By letter to the postal address: COSMOTE Payments Single Member S.A., 99, Kifissias Ave., 151 24 Maroussi

For disputes of transactions carried out through your e-wallet you must complete and sign the Transaction Dispute Form and send it:

• Electronically at: disputes@cosmotepayments.gr

What you should know

1. You can submit your recommendation or grievance when you experience a problem in your relationship with us or you have not been satisfied with our products and services.
2. You can submit your recommendations or grievances by contacting us in any of the above ways.
3. You can submit the transaction dispute form to the above email address, filling in its exact reason of dispute and send, if available, any supporting documents such as transaction proofs, contact emails with merchants, etc.
4. Your recommendation, grievance or transaction dispute will be handled by our highly experienced people who are able to investigate and evaluate any issue that may concern you. Our goal is to get a well-informed answer with as much detail or clarity is required, and in accordance with the regulatory and institutional framework.

What is the process we follow when you make a grievance to us

• We are carefully studying the issue you report us and in case we need additional information or clarifications we will contact you.
• We are investigating the facts and information with the relevant officers of COSMOTE Payments.

We will inform you immediately about the issue you raised to us. You should be aware that according to the current legislative and regulatory framework you can submit a grievance directly to COSMOTE Payments, which will make every reasonable effort to respond to you in print or online - depending on the way you wish, as long as you notify us - within fifteen (15) working days of receiving the grievance. In exceptional cases, if the answer cannot be given within the above deadline, for reasons beyond the control of COSMOTE Payments, you are sent a provisional response clearly stating the reasons for the delay in responding to your grievance, specifying the deadline by which you will receive the final answer. In any case, the deadline for receiving the final answer will not exceed thirty-five (35) working days of receiving the grievance.

What information should you provide us with?
For our fastest and most efficient response to your grievance or report, you should provide us with the following information, alternatively you can fill in the grievance Form: Fields with (*) are mandatory.

If, however, you are not satisfied with our response or handling of your grievance, you may address, with the exception of micro enterprises, for the out-of-court resolution of the dispute to the Independent Authority "Consumer Advocate" (Postal Address: 144 Alexandras Ave., 11471 Athens, Tel.: 210 6460862, 210 6460814, 210 6460612, 210 6460734, 210 6460458, fax: 210 6460414, e-mail : grammateia@synigoroskatanaloti.gr, on the website: www.synigoroskatanaloti.gr), or to the institution of the Banking and Investment Ombudsman Services (1, Massalias str., 10680 Athens, www.hobis.gr, tel. 210 3376700 ).

You can find out about alternative/out-of-court dispute resolution and Alternative Dispute Resolution (ADR) bodies, which are registered in the ADR register and whom you can contact, from the website of the Ministry of Development www.mindev.gov.gr in section "Citizen-Consumer/ Information Issues & Consumer Protection/The Service/Alternative Resolution of Consumer Disputes".

Also, for any dispute arising from the electronic contract, you can use the Electronic Dispute Resolution platform of European Commission located at https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN

You should also be aware that COSMOTE Payments collects and processes your personal data that you submit us, in order to examine your request.

For more information about the processing of your personal data and the related rights you have, please read the Data Privacy Policy.