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Complaints Handling Department
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Submission of Complaints/grievances

The objective of the Cooperative Credit Sector is to satisfy our customers' expectations by offering high quality products and services.

However, if you are not satisfied or we do not meet your requirements you can submit your complaint to the Complaints Handling Department of the Cooperative Credit Sector giving us the opportunity to improve and resolve any problems that have arisen in our cooperation.

 

The Complaints Handling Department of the Cooperative Credit Sector aims to direct examination of your complaint with impartiality, objectivity, honesty and transparency.
 

Complaints addressed

The Complaints Handling Department examines grievances / complaints that concern:

  • · Related loan charges, interest rates and / or non- compliance with contract terms
  • · Related irregularities, possible violations of legal, regulatory, operational requirements or ethical issues
  • · Related general information topics about Cooperative Credit Sector.

 

The Complaints Handling Department does not address grievances / complaints:

  • · Already in subject of legal proceedings
  • · That criminal offenses are involved
  • · On loan restructuring.
  • · Related to disputes that have already been settled with the Bank
  • · Resulting from the bank's decisions on lending
  • · Related with departments / products

 

Submission Methods for Complaints

Initial consideration of the Cooperative Credit Sector is to solve any problems that arise during the collaboration with our customers through Service Officers.
The staff of 18 Cooperative Credit Institutions is always available to the customer for prompt resolution of any problems that arise with responsibility and professionalism.

 

However, if the answer you receive from Service Officers of the Cooperative Institutions are not satisfied please contact the Complaints Handling Department of the Cooperative Credit Sector with one of the following ways:
 

Via Internet
Completing the online form on the Bank's website and sending it to the email address: complaintsdpt@ccb.coop.com.cy
Via this Complaint Form -link for complaint form

 

Via Mail
By sending the relevant form that you find above at the link or in all the CCIs and the Branch of CCB or by a handwritten letter By post to:
Complaints Handling Department
AT COOPERATIVE CENTRAL BANK
KOSTI PALAMA 5
1096 , Nicosia
P.O.BOX 24537, 1389 Nicosia

 

By telephone
At the telephone number: 22743500

Handling of Complaints
By submitting your complaint by filling out the online form, you will receive notification of receipt of your complaint.
When submitting your complaint by mail we will sent notification of receipt through the same mean by mail.
Upon receipt of your complaint: Officers of the Complaints Handling Office will examine it in cooperation with the relevant department/Authority of Cooperative Central Bank and or Cooperative Societies.

Upon completion of the investigation of the complaint complainers will be informed by the Bank’s Complaints Handling Office on the proposed solutions/answers within 20 working days from receipt of the complaint.

If the answer you receive from the Complaints Handling Department of the Cooperative Credit Sector is not satisfactory, or if the Complaints Handling Department of the Cooperative Credit Sector did not reply within three (3) months from the date of receipt of the complaint, the customer can submit a report/complaint within four (4) months from the date you received the answer of the Department of Handling Complaints in Cooperative Credit Sector  or by the date the Complaints Handling Department was required to answer the complaint,  to the Finance Commissioner in the following contact information:

 

Office Agency Address: 13 Lord Byron Avenue, 1096 Nicosia
Postal Address: P.O.BOX 25735, 1311 Nicosia
Tel. 22848900 Fax.22660584