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:
- By hand at the address Kypranoros 15, 1st floor, 1061 Nicosia
- By post (by registered mail) P.O. Box 26722, 1647 Nicosia
- By fax to 22660584 or 22660118
- 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, 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:
- Receipt of payment of the complaint fee (€20).
- Copy of Identity Card or Alien Registration Card (ARC) or Copy of Passport.
- If the complaint is submitted by a representative: Power of attorney with original certification.
- Copy of a complaint submitted to the financial company.
- Notification of receipt of the complaint.
- Copy of the financial institution’s response (if provided).
- Copy of relevant contract or agreement (if any).
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.