Submission of a Complaint by Legal Entities

A. GENERAL INFORMATION

(i) By completing this complaint application, a legal person, charitable institution, association, association of persons, trust or provident fund 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 lawfully granted operating license or under a free establishment regime or was supervised by the Central Bank of Cyprus, under the harmonizing legislation for the transposition of Directive (EU) 2021/2167 into national law. The complaint, inter alia, 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: Download Complaint Submission Application for Legal Entities

(iii) The complaint must be accompanied by proof of payment of the twenty euro (€20) fee, payable to one of the following accounts:

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

(b) Hellenic Bank Public Company 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 Establishment and Operation of the Single Body for Out-of-Court Resolution of Financial Disputes Law 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 Body, 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. NECESSARY DOCUMENTS

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

1. Receipt of payment of the complaint fee (€20).
2. If the complaint is submitted by a representative: Power of attorney with original certification.
3. Copy of a complaint submitted to the financial company.
4. Notification of receipt of the complaint.
5. Copy of the financial institution’s response (if provided).
6. Copy of relevant contract or agreement (if any).
7. Certificate of incorporation of a legal entity.
8. Board of Directors decision or authorization for representation.
9. Copy of Identity Card or Alien Registration Card (ARC) or Copy of Passport of legal representative.
10. One of the following (for financial data):
    • Documentary evidence or Certificate from a member of ICPAC (Cyprus Institute of Certified Public Accountants), regarding turnover / annual income / net assets or
    • Audited financial statements of the previous year.

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 must be completed by all involved and a copy of the ID / Passport 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.