Banking Code of Conduct (Law 4224/2013)
Out-of-court settlement of non-performing exposures in the context of the Code of Conduct under Law 4224/2013.
Out-of-court settlement of non-performing exposures in the context of the Code of Conduct under Law 4224/2013.

  • A precondition for submitting a request for out-of-court settlement to the Hellenic Consumer's Ombudsman is the failure to reach an agreement within the Arrears Resolution Procedure (ARP) between the credit institution and the borrower.

  • According to the joint decision KYA 5921/2015, borrowers can submit to the Authority a request for out-of-court settlement within one (1) year from the written finding of the failure to settle bilaterally with the credit institution the debts under the Banking Code of Conduct.

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Request document for the Out-of-court settlement of non-performing exposures in the context of the Code of Conduct
in pdf format
in doc format
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Ways of submitting a request
Ways of submitting a request

  • Via e-mail: Send the request with the necessary accompanying documents to the address grammateia@synigoroskatanaloti.gr

  • By post: Send the request with the necessary accompanying documents to the address: 144 Alexandras Av., PC 114 71, Athens.

  • In person: Visit the offices of the Authority at the above address, Monday - Friday 09.30-13:00.

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Confirmation

A) Make sure you understand the responsibilities of the Consumer Ombudsman (StK) and that the subject of the report of you is within the scope of these powers (https://www.synigoroskatanaloti.gr/el/armodiotites & in particular article 4 Law 3297/2004, as applicable).
The STK has the authority and role of mediator between consumers and suppliers and does not impose sanctions. He is only responsible for cases that have arisen up to one year before the submission of the petition and for which no legal proceedings have been initiated.
Indicatively, the SC is not competent: for disputes between businesses, for disputes connected with the business, commercial or professional activity of the petitioner, for disputes from transactions for which no legal document has been issued, for cases related to the control of fuel, food and medicine prices or for alterations/forgery related to the above, for tax disputes and in general for civil disputes against public bodies , OTAs (Municipalities, Regions) etc.

B) Make sure that you have available all the necessary documents that are useful for the investigation of the case and which must be attached (e.g. copies of contracts, invoices, purchase receipts, relevant correspondence, etc.).

C) Make sure it does not concern a company/professional based outside Greece, otherwise you can submit a report to the European Consumer Center (ECC) after taking into account the relevant conditions and powers of the ECC.

D) Contact the supplier in any convenient way, in order to raise the problem that concerns you and seek resolution and proceed with the report if the problem is not resolved within a reasonable time. Where possible, please attach copies of your communication with the supplier to your report.

E) Update: The report shall be forwarded to the complaining firms as such.

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