The Bank
Complaints Management

The Bank
Complaints Management

Our aim is to resolve any matter that concerns you, the soonest possible, with sensitivity, objectivity and trustworthiness.

We treat all our customers equally and we follow transparent procedures and rules to manage their complains, aiming at finding a fair solution tailored to their individual needs.

Contact us in any way that suits you:


Fill-in the Complaints Form.

Alternatively, you may send an email at:

By Telephone

Please call the complaints’ handling line at +30 2810 338800 (Monday to Friday, working hours).

Visit one of our Branches

You may express your complaint to one of our representatives in the branch, or fill in and submit the available form to one of them.

Working hours : Monday – Friday 08:00-14:00

We strongly suggest to contact your branch by telephone before visiting

Via Post at

Pancreta Bank S.A.,

5 Ikarou & Mafsolou, 71 601, Heraklion, Crete - Greece

Your name and contact details are necessary, to send you our reply.

Once we receive your request, we will come in contact with you, in order to:

  • Confirm receipt of your request
  • Let you know that we will respond to you in writing within the time frames set by the applicable regulatory framework (within 45 days of complain submission).

Should the above time limit be exceeded, we will let you know, specifying the reasons for which we request an extension of time.

If you are not satisfied

If the Bank’s response did not satisfy you, you may contact the Hellenic Financial Ombudsman – Nonprofit Alternative Dispute Resolution Organisation (HFO – ADRO) (1 Massalias Str., 106 80 Athens, Tel.: 10 4 40, 210 3376700, Fax: 210-3238821, E-mail: as an Alternative Dispute Resolution entity ("ADR ") that is listed in the special register kept at the website of the Directorate-General for Consumer Protection and Market Surveillance.