Complaints Process

If, in the context of our relationship, you were not satisfied with the products or with the customer services we provided to you, you can submit your complaint to the Bank with one of the following available means of communication:

•        Electronically, by sending an email to contactus@santanderconsumer.com address.
•        Through our website (http://www.santanderconsumer.gr) by filling in the relevant form in the "Contact Us" section.
•        Via correspondence to the postal address:  SANTANDER CONSUMER FINANCE S.A., Greek Branch, 6-8 Agisilaou Str., 15123, Maroussi, for the attention of the Complaints Management Operation.
•        Orally at the Bank's customer service call center by calling the telephone number 2122220002.

Please describe your complaint accurately and clearly explain the problem that came up. In order to be able to identify you, please provide your full name, contact details and a unique identifier, such as a VAT number or ID card number.

As soon as we receive your request, we shall inform you by any appropriate means, such as e-mail or telephone communication, for the receipt of the complaint. In the event that more information is required on your part in order to investigate your complaint, an authorized representative of the Bank will contact you. Your complaint is registered in the Bank's electronic records kept for this purpose and is categorized according to its nature.

Your complaint shall be dealt with in a transparent and impartial manner by the competent department of the Bank. We are committed to making every effort for the earliest possible and diligent settlement of your complaint, taking care of the collection and investigation of all relevant data and information, in cooperation with all the involved units of the Bank.

We shall reply to you in writing and in documented terms as soon as possible, and in any case within the time limits provided by the current regulatory framework, that is, within a maximum of 45 calendar days. If due to exceptional situations we need more time for the thorough examination of your case, we will inform you about the cause of the delay as well as about the time period within which the investigation of the complaint is expected to be completed.

Throughout the processing of your complaint, you may contact us via email or via the contact form in order to be informed regarding the progress of your request.

In case you are not satisfied with the answer you received or the solution we proposed to you, you may contact the Greek Financial Ombudsman for the extra judicial settlement of the dispute (Civil Non-Profit Company of Alternative Dispute Resolution,  1 Massalias Str., 10680 Athens,  www.hobis.gr, tel.: 10440, 210 3376700 Fax: 210-3238821, email: info@hobis.gr), which is a specialized Alternative Dispute Resolution (ADR) Body registered in the special Register kept on the website of the General Directorate of Consumer Protection and Market Surveillance. You may also contact any other Alternative Dispute Resolution body registered in the above official Register.  

The processing of personal data carried out for the purpose of investigating and resolving your complaint is carried out pursuant to the applicable European and national legislative framework. In order to be informed in detail regarding the conditions for the processing of personal data by the Bank, you may refer to the "GDPR notice for customers" posted on our website https://www.santanderconsumer.gr/en/legal/gdpr-notice-for-customers.html .