I’ve taken screenshots of my email as received from financial ombudsman & pdf complaint form. Please if published safeguard my email details as FPA have kindly done before. Hope this info helps others. Infuriating as it is for a complaintant. Pdf contents posted first pages 1-4.
THE FINANCIAL OMBUDSMAN OF THE REPUBLIC OF CYPRUS
COMPLAINT FORM
AGAINST FINANCIAL BUSINESSES
BY INDIVIDUALS
under the Law 84(Ι)/2010, as amended or replaced (hereinafter «the Law»).
Α. GENERAL INFORMATION
By filling in this form individuals can submit a complaint to the Financial Ombudsman against financial businesses, regarding a protest or objection or dispute of value up to the amount of one hundred and seventy thousand euro
(€ 170.000), provided that the conditions are cumulatively met, under provision of articles 9 and 10 of the Law.
These conditions are as follows:
(a) The complaint is submitted by a consumer.
(b) The consumer has previously addressed his complaint in writing to the financial business against which the complaint is directed, within fifteen (15) months from the date he/she became aware or reasonably should have become aware of the damaging act or failure of the financial business or the fact that he/she had reason for submitting a complaint.
(c) The consumer has received a reply to the complaint from the financial business, which does not satisfy him/her, within a specified period of three (3) months from the date of receipt of the complaint or has not received a reply from the financial business and the three-month period has expired. The complaint is submitted to the Financial Ombudsman within a specified period of four (4) months from either the date of receipt of the reply from the financial business or the deadline of the three-month period during which the financial business had to respond to the consumer.
(d) The financial business the complaint is directed against must have been in operation, under legal authorization or under the freedom of establishment regime, at the period referred to in the complaint.
(e) The transaction falls under the supervision of the responsible supervisory authority.
(f) A decision on the same complaint has not already been issued by a Court of the Republic and a judicial procedure is not pending for the enquiry of the same complaint.
The complaint can be submitted to the Financial Ombudsman in one of three (3) ways:
(a) By hand or by post to the address 13 Lordou Vironos Avenue, 1096, Nicosia or P.O. Box 25735, 1311, Nicosia (b) By facsimile (fax) to 22-660584 or to 22-660118
(c) By electronic mail (e-mail) to the address:
complaints@financialombudsman.gov.cy
The complaint must be accompanied by a receipt of payment of the fee of twenty euro (€ 20). The payment can be made to one of the following accounts:
(a) Cooperative Central Bank or Cooperative Credit Institution,
IBAN: CY16 0070 1010 0000 0000 4002 8214 (b) Hellenic Bank, IBAN: CY78 0050 0109 0001 0901 7087 6401 (c) Bank of Cyprus, IBAN: CY52 0020 0195 0000 3570 1944 4789
Swift Code & BIC Code: CCBKCY2N Swift Code & BIC Code: HEBACY2N Swift Code & BIC Code: BCYPCY2N
For more information please visit the website of the Financial Ombudsman of the Republic of Cyprus (
www.financialombudsman.gov.cy).
B. FALSE STATEMENTS AND CONCEALMENT OF INFORMATION
Under article 26 of the Law, whoever knowingly makes false, misleading or fraudulent statement or conceals an essential element or in any way obstructs the complaint investigation by the Financial Ombudsman, during the process of providing information for the purposes of the Law or Directives issued under it, is guilty of an offense and on conviction is subject to imprisonment not exceeding two years or to a fine not exceeding ten thousand euro (€ 10,000) or to both such penalties.
C. STATEMENT OF CONSENT for Collection and Processing of Personal Data under the Law 138(Ι)/2001, as it is amended or replaced.
I the undersigned (note your name & surname) ............................................................... with identity card no. or passport no. .............................. give my consent and authorize the Financial Ombudsman, to store and process personal information for the purpose of investigation of the complaint I submit with this form.
........................................................................ ........................................................................ [Full Name & Surname] [Signature]
Date: ...................................
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D. COMPLAINT DETAILS D1. Complainant Details
Name:
Surname:
Identity Card No. /Passport No.:
Nationality:
Occupation:
HOME ADDRESS
Street:
Number:
Flat No.:
Postal Code:
City/Town:
Country:
POSTAL ADDRESS (if different from your home address)
Street:
Number:
Flat No.:
Postal Code:
City/Town:
Country:
Mobile phone no.:
Home phone no.:
Fascimile (Fax) no.:
Electronic Mail (e-mail):
D2. Details about the Financial Business against which the complaint is directed
Fill in accordingly:
(Bank/Electronic Money Institution/Payment Institution/Insurance Company/Investment Services Provider Company/Mutual Funds Management Company/Other)
D3. Subject of Complaint
D.3.1. Amount relating to your complaint (up to one hundred and seventy thousand euro (€170.000)).
Business Name:
POSTAL ADDRESS OF BRANCH OFFICE
Street:
Number:
Postal Code:
City/Town:
Currency
Amount
In writing
Convert amount in euro (if the dispute involves foreign currency)
In writing
€___ ___ ___ .___ ___ ___
......................................................................
D.3.2. Description Of Complaint and resulting consequences
(Ι) Summary of complaint and recording of damages caused:
.
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.......................................................................................................................................................................................... .......................................................................................................................................................................................... .......................................................................................................................................................................................... .......................................................................................................................................................................................... .......................................................................................................................................................................................... .......................................................................................................................................................................................... ..........................................................................................................................................................................................
If you need more space, please use additional page that bears your signature and attach it to the end of this form.
(ΙΙ) When and/or under what circumstances were you informed of the harmful, in your view, action or omission of the financial business or the fact that you had reason for submitting a complaint to the Financial Ombudsman?
Day
Month
Year
.......................................................................................................................................................................................... .......................................................................................................................................................................................... .......................................................................................................................................................................................... ..........................................................................................................................................................................................
If you need more space, please use additional page that bears your signature and attach it to the end of this form.
(ΙΙΙ) Have you initiated and/or are you aware of the commencement of any procedure relating to the submitted complaint before any Court in the Republic?
If Yes, note the case number: ...............................................
D.3.3. Submission of Complaint to the Financial Business
No
Yes
(Ι)
Have you submitted a written complaint to the financial business?
Date of submission of complaint to the financial business:
Yes / No
If Yes, fill in the (ΙΙ)-(V) below:
(ΙΙ)
Day
Month
Year
(ΙΙΙ)
Have you been informed that the complaint was received by the financial business?
If Yes, when?
Yes / No
Day
Month
Year
(IV)
Have you received a reply from the financial business? If Yes, when?
Yes / No
Day Month Year
(V)
Briefly explain why you are not satisfied with the reply of the financial business.
.......................................................................................................................................................................................... .......................................................................................................................................................................................... .......................................................................................................................................................................................... ..........................................................................................................................................................................................
If you need more space, please use additional page that bears your signature and attach it to the end of this form.
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Ε. REQUIRED DOCUMENTS/INFORMATION TO BE SUBMITTED
Please check if you have attached the following documents and make a record of any other document/information that you have attached to this form (with reference number of each document attached).
No.
DOCUMENTS
ATTACHED? (YES/NO)
1.
Receipt of payment fee for complaint
2.
Copy of identity card or passport
3.
Copy of the complaint submitted to the financial business
4.
Complaint acknowledgement by the financial business (where applicable)
5.
Copy of the reply received from the financial business
6.
Copy of contract relating to the complaint (where applicable)
7.
8.
9.
10.
F. SIGNED DECLARATION
I hereby declare that until today a decision by a Court of the Republic has not been issued and/or is not pending and/or there is not any pending judicial procedure before a Court of the Republic in relation with my complaint submitted to the Financial Ombudsman of the Republic of Cyprus.
........................................................................ ........................................................................
[Full Name & Surname]
Date:...................................
[Signature]
FOR INTERNAL USE
Date of Submission of Complaint Form
Serial Number:.........../.........
Day
Month
Year
CODE
By hand
By Fascimile (fax)
By Electonic mail (e-mail)
By post
Date of Payment of Fee for Complaint
LCI at which deposit was made:
Day
Month
Year
Payment Fee Receipt Number
Contact Phone: +357 22848900
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