Submission of a Complaint by Natural Persons Against A Financial Institution

A. GENERAL INFORMATION

(i) By completing this complaint application, a natural person may submit a complaint to the Financial Ombudsman against a financial institution which, at the time to which the complaint relates, was operating under a legally granted operating license or under a free establishment regime or was supervised by the Central Bank of Cyprus, under the harmonization legislation for the transposition of Directive (EU) 2021/2167 into national law. The complaint, among other things, must concern a protest or objection or a dispute, up to the amount of two hundred and fifty thousand euros (€250.000).

(ii) If you wish to submit your complaint by completing the paper application, you can submit it to the Financial Commissioner, in one of the following ways:

1. By hand at the address Kypranoros 15, 1st floor, 1061 Nicosia
2. By post (by registered mail) P.O. Box 26722, 1647 Nicosia
3. By fax to 22660584 or 22660118
4. By email to: complaints@financialombudsman.gov.cy

To submit your complaint in one of the above ways (1-4), download the application: Complaint Submission Application for Natural Persons

(iii) The complaint must be accompanied by proof of payment of the twenty euro (€20) fee. Payment can be made online here or to the following accounts:

(a) Eurobank Ltd
Account Name: E.F.EXO.EPILYSIS DIAF.CHRIMAT.FYSIS
IBAN: CY32 0050 0143 0001 4301 G437 0501
Swift code & BIC Code: HEBACY2N

(b) Eurobank Ltd
Account Name: TAM EN FOR EKS EP DIAF XRIMAT FISIS
IBAN: CY78 0050 0109 0001 0901 7087 6401
Swift code & BIC Code: HEBACY2N

(c) Bank of Cyprus Public Company Ltd
Account Name: EN.FOREA EXO.EPIL.DIAF.CHRIM.FISI
IBAN: CY52 0020 0195 0000 3570 1944 4789
Swift code & BIC Code: BCYPCY2N

Β. FALSE STATEMENTS AND CONCEALMENT OF INFORMATION

Pursuant to article 26 of the Law for the Establishment and Operation of the Financial Ombudsman of the Republic of Cyprus of 2010, as amended and/or replaced from time to time, a person who, when providing information for any of the purposes of the Law or the instructions issued thereunder, knowingly makes a false, misleading or deceptive statement as to a material fact or conceals a material fact or in any way obstructs the examination of a complaint by the Financial Ombudsman, is guilty of an offence and, if convicted, is liable to a term of imprisonment not exceeding two (2) years or to a fine not exceeding ten thousand euros (€10.000) or/and to both of these penalties.

C. REQUIRED DOCUMENTS

To complete the application you will need to attach the following documents:

1. Receipt of payment of the fee of twenty euro (€20) for the submission of the complaint.
2. Copy of Identity Card / Passport / Alien Registration Certificate (ARC) of the consumer.
3. A special Power of Attorney document accompanied by the original authorisation, if the complaint is being submitted by a representative.
4. A copy of the original complaint submitted to the financial institution, in accordance with its complaint handling policy. The document must include the date of submission, the details of dispatch and the proof of dispatch, i.e. email or seal of receipt on the letter.
5. Acknowledgement of receipt of complaint by the financial institution, including the Unique Reference Number (‘URN’) (where applicable). The document must include the URN (where applicable), the email addresses, and date or seal of receipt by the financial institution.
6. A copy of the response letter received from the financial institution. If the response was received via email, the copy of the email must include the email addresses and the dates.
7. A copy of the agreement that relates to the complaint (if this is in your possession).
8. Any other documents that pertain SOLELY to this complaint.

Allowed file types: PDF, JPG, JPEG, PNG
Allowed size: up to 2MB

Please ensure that you have the above documents when submitting the application to avoid inconvenience.

Note: If the complaint is submitted by more than one consumer, the complaint application must be completed by all consumers involved and a copy of the Identity Card / Passport / Alien Registration Certificate (ARC) must be provided by all.

In case you need to send additional documents, they will be requested by the competent department.

IMPORTANT NOTICE: English and Greek are the official languages ​​supported by the Office of the Financial Commissioner. Any information / documentation in another language must be accompanied by a translation into English or Greek.