Complaint Management

The Payment Institution’s Policy

The Institution has established its Complaints Management Policy/Procedure in accordance with the provisions of the Bank of Greece (BoG 157/02.04.2019).

Purpose

The goal of Direct Pay S.A. is to ensure high levels of service to its agents and customers, as well as to address any

omission or issue with transparency and fair management.

Reason for filing a complaint

Open communication with customers helps us find solutions that meet every need.

Method of filing a complaint

The Payment Institution provides the following communication methods:

• By mail to the address:

Direct Pay A.E.

Complaints Management Department

Androu 1 & Patision, Athens, ZIP Code: 11257

• By email to the email address: complaints@directpay.gr
• Through the Payment Institution’s website: directpay.gr
• Through fax to: 210-5241626
• Through our customer service phone line: +30 210 5243171
• Through a partner store of the Institution’s network
• In person at the Institution’s headquarters, by appointment

Necessary information

The more complete your report is, the more direct and comprehensive our response will be.

Indicatively, you should indicate the following:

• Personal information: Full name, father’s name, identification number
• Contact information: Contact phone/email address/mailing address If it’s regarding telephone communication, you can inform us of the preferred days and times for contact.
• Detailed description of the incident – reason for the complaint

Actions being taken

• Notification of receipt of the complaint and contact details of the responsible staff member (name of complaint handler)
• Case processing (if clarification is needed, additional information may be requested)
• Update on the case progress

Resolution

The response is provided verbally or in writing, depending on the method you selected during submission. The Payment Institution makes every effort to respond within the specified timeframe. If more time is needed, you will be informed promptly.

Reconsideration of the request

If you are not satisfied by our response, please let us know so that we can reconsider your issue. You can also contact alternative dispute resolution mechanisms and/or the relevant authority as appropriate.

Record keeping

The Payment Institution retains records of complaints received for at least five (5) years from the date each record came into its possession unless otherwise specified by other provisions.

Policy review

The Complaints Management Policy/Procedure is reviewed upon changes to the existing regulatory framework or as deemed necessary by the Institution.