Complaints Processing Stages

After submitting your complaint, Alpha Bank’s Customer Service Division will immediately start the review process, which consists of the following steps:

1.  Receipt of the case

You may submit/send your complaint through any of our available channels of communication:you may submit/send your complaint through any of our available channels of communication:
2.  Acknowledgement of receipt of the case

After submitting your complaint, you will receive a notification from the Customer Service Division not later than the next working day, stating that the complaint has been received and is under assessment.

3.  Investigation and Resolution of the issu

The Complaints Service investigates the case in collaboration with the relevant as per case Departments of the Bank. The goal of the investigation is to provide an answer to the case with a righteous and unbiased approach.

4.  Response to the complaint

Upon completion of the investigation, a written answer is sent to the customer. Our goal is to send a fully documented answer as soon as possible and, in any case, no later than 14 calendar day after the date the complaint is submitted. In case additional time is required due to the complexity of a case, the Bank will inform you timely about the source of delay and the estimated response time

The Complaints Department of the Bank will be updating you on the process of your case using the contact details you have provided in a written letter sent either by e-mail or by post.

I disagree with the answer/solution you propose/present me with.

You are the only one who can decide whether to accept the answer/solution we propose or not. In case you are not content with the answer the Bank provides or in case more than 3 months have elapsed since the date of acknowledgment of receipt and you have not receive any notification, you may appeal within 12 months to an approved alternative dispute resolution entity (“ADR Entity”).

ADR Entities

Any information with regard to the ADR Entities handling financial disputes and of the relevant services offered, are available on the official website of the Consumer Protection Service of the Ministry of Commerce and Industry, press here.