{"id":7797,"date":"2024-07-09T14:21:42","date_gmt":"2024-07-09T12:21:42","guid":{"rendered":"https:\/\/directpay.gr\/complaint-management\/"},"modified":"2024-09-12T14:56:52","modified_gmt":"2024-09-12T12:56:52","slug":"complaint-management","status":"publish","type":"page","link":"https:\/\/directpay.gr\/en\/complaint-management\/","title":{"rendered":"Complaint Management"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"7797\" class=\"elementor elementor-7797 elementor-5065\" data-elementor-post-type=\"page\">\n\t\t\t\t<div data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-element elementor-element-a883d02 e-flex e-con-boxed e-con e-parent\" data-id=\"a883d02\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-32f9490 elementor-widget elementor-widget-html\" data-id=\"32f9490\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"my-text\" style=\"opacity:0;\">Complaint Management<\/h2><style>.my-text {\n\tfont-family: \"cera\", Sans-serif;\n\tcolor: #fff;\n\tfont-size: 36px;\n\tfont-weight: 600;\n\toverflow: hidden!important;\n}\n.word {\n        opacity: 0;\n    }\n<\/style>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-element elementor-element-8c5523d e-flex e-con-boxed e-con e-parent\" data-id=\"8c5523d\" data-element_type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c778b6e uael-nav-menu__align-center uael-nav-menu__breakpoint-none uael-submenu-open-hover uael-submenu-icon-arrow uael-submenu-animation-none uael-link-redirect-child elementor-widget elementor-widget-uael-nav-menu\" data-id=\"c778b6e\" data-element_type=\"widget\" data-settings=\"{&quot;distance_from_menu&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;distance_from_menu_laptop&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;distance_from_menu_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;distance_from_menu_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"uael-nav-menu.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"uael-nav-menu uael-layout-horizontal uael-nav-menu-layout uael-pointer__none\" data-layout=\"horizontal\">\n\t\t\t\t<div role=\"button\" class=\"uael-nav-menu__toggle elementor-clickable\">\n\t\t\t\t\t<span class=\"screen-reader-text\">Main Menu<\/span>\n\t\t\t\t\t<div class=\"uael-nav-menu-icon\">\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t<nav class=\"uael-nav-menu__layout-horizontal uael-nav-menu__submenu-arrow\" data-toggle-icon=\"\" data-close-icon=\"\" data-full-width=\"\">\n\t\t\t <ul class=\"uael-nav-menu uael-nav-menu-custom uael-custom-wrapper\"><li class=\"menu-item menu-item-has-children parent parent-has-no-child elementor-repeater-item-5a97dec\" data-dropdown-width=\"default\" data-dropdown-pos=\"left\"><a href=\"https:\/\/directpay.gr\/oroi-chrisis-istotopou\/\" class='uael-menu-item'>Website Terms of Use<span class='uael-menu-toggle sub-arrow parent-item'><i class='fa'><\/i><\/span><\/a><li class=\"menu-item menu-item-has-children parent parent-has-no-child elementor-repeater-item-258ec34\" data-dropdown-width=\"default\" data-dropdown-pos=\"left\"><a href=\"https:\/\/directpay.gr\/oroi-chrisis-ipiresion\/\" class='uael-menu-item'>Services Terms of Use<span class='uael-menu-toggle sub-arrow parent-item'><i class='fa'><\/i><\/span><\/a><li class=\"menu-item menu-item-has-children parent parent-has-no-child elementor-repeater-item-b32bbef\" data-dropdown-width=\"default\" data-dropdown-pos=\"left\"><a href=\"https:\/\/directpay.gr\/prostasia-prosopikon-dedomenon\/\" class='uael-menu-item'>Privacy Policy<span class='uael-menu-toggle sub-arrow parent-item'><i class='fa'><\/i><\/span><\/a><li class=\"menu-item menu-item-has-children parent parent-has-no-child elementor-repeater-item-71aab4a\" data-dropdown-width=\"default\" data-dropdown-pos=\"left\"><a href=\"https:\/\/directpay.gr\/politiki-cookies\/\" class='uael-menu-item'>Cookies Policy<span class='uael-menu-toggle sub-arrow parent-item'><i class='fa'><\/i><\/span><\/a><li class=\"menu-item menu-item-has-children parent parent-has-no-child elementor-repeater-item-d4d52c5\" data-dropdown-width=\"default\" data-dropdown-pos=\"left\"><a href=\"https:\/\/directpay.gr\/diaxirisi-paraponon\/\" class='uael-menu-item'>Complaint Management<span class='uael-menu-toggle sub-arrow parent-item'><i class='fa'><\/i><\/span><\/a><li class=\"menu-item menu-item-has-children parent parent-has-no-child elementor-repeater-item-8a5988e\" data-dropdown-width=\"default\" data-dropdown-pos=\"left\"><a href=\"https:\/\/directpay.gr\/politiki-cctv\/\" class='uael-menu-item'>CCTV Policy<span class='uael-menu-toggle sub-arrow parent-item'><i class='fa'><\/i><\/span><\/a><\/ul>\t\t<\/nav>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-element elementor-element-1c8e0fe e-flex e-con-boxed e-con e-parent\" data-id=\"1c8e0fe\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div data-particle_enable=\"false\" data-particle-mobile-disabled=\"false\" class=\"elementor-element elementor-element-9952827 e-flex e-con-boxed e-con e-child\" data-id=\"9952827\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8390252 elementor-widget elementor-widget-text-editor\" data-id=\"8390252\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<\/p>\n<h1><strong>Complaint Management<\/strong><\/h1>\n<p><strong> <\/strong><\/p>\n<p><strong> <\/strong><\/p>\n<h1>The Payment Institution&#8217;s Policy<\/h1>\n<p>The Institution has established its Complaints Management Policy\/Procedure in accordance with the provisions of the Bank of Greece (BoG 157\/02.04.2019).<\/p>\n<\/p>\n<h1>Purpose<\/h1>\n<p>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<\/p>\n<p>omission or issue with transparency and fair management.<\/p>\n<\/p>\n<h1>Reason for filing a complaint<\/h1>\n<p>Open communication with customers helps us find solutions that meet every need.<\/p>\n<h1>Method of filing a complaint<\/h1>\n<p>The Payment Institution provides the following communication methods:<\/p>\n<ul>\n<li>By mail to the address:<\/li>\n<\/ul>\n<p>Direct Pay A.E.<\/p>\n<p>Complaints Management Department<\/p>\n<p> Androu 1 &amp; Patision, Athens, ZIP Code: 11257<\/p>\n<ul>\n<li>By email to the email address: <a href=\"mailto:complaints@argo-payments.gr\">complaints@directpay.gr<\/a><\/li>\n<li>Through the Payment Institution&#8217;s website: <a href=\"https:\/\/argochange.gr\/?page_id=40&amp;page-content\" target=\"_blank\" rel=\"noopener\">directpay.gr<\/a><\/li>\n<li>Through fax to: 210-5241626<\/li>\n<li>Through our customer service phone line: +30 210 5243171<\/li>\n<li>Through a partner store of the Institution&#8217;s network<\/li>\n<li>In person at the Institution&#8217;s headquarters, by appointment<\/li>\n<\/ul>\n<h1>Necessary information<\/h1>\n<p>The more complete your report is, the more direct and comprehensive our response will be.<\/p>\n<\/p>\n<p>Indicatively, you should indicate the following:<\/p>\n<ul>\n<li>Personal information: Full name, father&#8217;s name, identification number<\/li>\n<li>Contact information: Contact phone\/email address\/mailing address If it&#8217;s regarding telephone communication, you can inform us of the preferred days and times for contact.<\/li>\n<li>Detailed description of the incident &#8211; reason for the complaint<\/li>\n<\/ul>\n<h1>Actions being taken<\/h1>\n<ul>\n<li>Notification of receipt of the complaint and contact details of the responsible staff member (name of complaint handler)<\/li>\n<li>Case processing (if clarification is needed, additional information may be requested)<\/li>\n<li>Update on the case progress<\/li>\n<\/ul>\n<h1>Resolution<\/h1>\n<p>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.<\/p>\n<\/p>\n<h1>Reconsideration of the request<\/h1>\n<p>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.<\/p>\n<\/p>\n<h1>Record keeping<\/h1>\n<p>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.<\/p>\n<\/p>\n<h1>Policy review<\/h1>\n<p>The Complaints Management Policy\/Procedure is reviewed upon changes to the existing regulatory framework or as deemed necessary by the Institution.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Complaint Management Main Menu Website Terms of Use Services Terms of Use Privacy Policy Cookies Policy Complaint Management CCTV Policy Complaint Management The Payment Institution&#8217;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 [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-7797","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/directpay.gr\/en\/wp-json\/wp\/v2\/pages\/7797","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/directpay.gr\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/directpay.gr\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/directpay.gr\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/directpay.gr\/en\/wp-json\/wp\/v2\/comments?post=7797"}],"version-history":[{"count":10,"href":"https:\/\/directpay.gr\/en\/wp-json\/wp\/v2\/pages\/7797\/revisions"}],"predecessor-version":[{"id":13336,"href":"https:\/\/directpay.gr\/en\/wp-json\/wp\/v2\/pages\/7797\/revisions\/13336"}],"wp:attachment":[{"href":"https:\/\/directpay.gr\/en\/wp-json\/wp\/v2\/media?parent=7797"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}