Introduction
Pepper Greece takes complaints seriously. We always strive to provide excellent standards of service to all who deal with us, and we will investigate where and why this does not happen. If you are unhappy with our services, then please let us know. We want to understand what has gone wrong and work with you towards a solution as quickly and effectively as possible. Our complaints procedure is outlined below.
Step 1 – Raise your complaint
The first stage in this process is to tell us about the issues you have experienced.
If you want to complaint about Pepper Greece service, please:
- Visit our website (www.peppergreece.gr)
- Fill our Complaint Submission Form
- Forward the form accompanied with any supporting evidence you would like to consider
Ways to contact us:
- Mail: P.O. Box 61365
- Email: complaints@peppergreece.gr
Step 2 – What happens next?
We will acknowledge your complaint within 5 working days and further our investigation on the reported matter we will provide a full response to you within 45 working days.
If further investigation is required, response time may be prolonged.
You will be provided with a unique case reference number which will allow us to record the issues you have experience and a dedicated employee will be assigned to your case, who will keep you updated on the progress of your complaint until the matter is resolved.
All received complaints will be handled:
- Confidentially
- Fairly
- Promptly
and our staff will endeavor to
- Be courteous to the complainant
- Respond positively
- Offer constructive solutions
Step 3 – What happens if you are not satisfied with our response
If you are not satisfied with our response to your complaint and we have confirmed that there is nothing more we can do, please note that you can take your complaint to an alternative/out-of-court dispute resolution entity like:
- The Hellenic Consumers Ombudsman
Address: 144 Alexandras Avenue, 11474 Athens
Email: grammateia@synigoroskatanaloti.gr
Website: http://www.synigoroskatanaloti.gr
Tel: 2106460862, 2106460814, 2106460612, 2106460734, 2106460458
Fax: 210 6460414
- The Hellenic Financial Ombudsman
Address: 1 Massalias Street, 10680 Athens
Email: info@hobis.gr
Website: https://hobis.gr/
Tel: 10440 or 2103376700
Fax: 2103238821
as long as other entities from the special Register of Alternative Out-of-Court Dispute Resolution Entities of the General Directorate of Consumer Protection (www.mindev.gov.gr)
Notice regarding processing of your Personal Data
The personal data requested in the complaint form are the absolutely necessary to enable Pepper Hellas to investigate and resolve any issue you bring to our attention. Your personal data are processed in accordance with the General Data Protection Regulation (EU) 2016/679 (GDPR) and the applicable data protection legal framework. For more information about processing of your personal data, the potential recipients or categories of recipients of your data, the retention period, the technical and organizational measures implemented, and your rights as a data subject, please review our Privacy Policy.