In order to resolve your complaint, it is important that you give us as much information as possible. When you contact us, please provide us with the following:
- Your name and surname;
- A description of your complaint/enquiry;
- Supporting documents, if any;
- Contact details - your telephone number or other preferred method of contact. If you wish to be called only at certain hours, please let us know.
Once we receive this information, we will investigate your complaint/suggestion and endeavor towards a resolution. Your contact person will inform you of the assessment progress and outcome within 15 business days.
If you are an individual, or a legal entity, trust or charitable entity that can be categorised as a consumer under the legislation governing the creation and operation of an Alternative Dispute Resolution framework in Cyprus (Financial Ombudsman), you are entitled to escalate a complaint to the Financial Ombudsman if the solution or action taken/provided by Finstella is not to your satisfaction.
A complaint to the Financial Ombudsman should be filed within 3 months from the receipt of the response from Finstella if you are not satisfied with the resolution or if you have not received a response.
The Financial Ombudsman can be contacted at:
- Address: 15 Kypranoros, 1061 Nicosia
- P.O. Box: 26722, 1647 Nicosia / 25735 , 1311 Nicosia
- Phone: +357 22848900
- Facsimile (fax) to +357 22-660584 or to +357 22-660118