{"id":772,"date":"2021-09-07T15:16:02","date_gmt":"2021-09-07T15:16:02","guid":{"rendered":"https:\/\/m2.gr\/?page_id=772"},"modified":"2021-09-08T14:35:30","modified_gmt":"2021-09-08T14:35:30","slug":"making-a-complaint","status":"publish","type":"page","link":"https:\/\/m2.gr\/en\/customer-care\/making-a-complaint\/","title":{"rendered":"Making a Complaint"},"content":{"rendered":"<div class=\"slider-wrapper relative\" id=\"slider-1876986180\" >\n    <div class=\"slider slider-nav-circle slider-nav-large slider-nav-light slider-style-normal\"\n        data-flickity-options='{\n            \"cellAlign\": \"center\",\n            \"imagesLoaded\": true,\n            \"lazyLoad\": 1,\n            \"freeScroll\": false,\n            \"wrapAround\": true,\n            \"autoPlay\": false,\n            \"pauseAutoPlayOnHover\" : true,\n            \"prevNextButtons\": true,\n            \"contain\" : true,\n            \"adaptiveHeight\" : true,\n            \"dragThreshold\" : 10,\n            \"percentPosition\": true,\n            \"pageDots\": false,\n            \"rightToLeft\": false,\n            \"draggable\": true,\n            \"selectedAttraction\": 0.1,\n            \"parallax\" : 0,\n            \"friction\": 0.6        }'\n        >\n        \n\n  <div class=\"banner has-hover has-parallax\" id=\"banner-1367295965\">\n          <div class=\"banner-inner fill\">\n        <div class=\"banner-bg fill\" data-parallax=\"-3\" data-parallax-container=\".banner\" data-parallax-background>\n            <img loading=\"lazy\" decoding=\"async\" width=\"1920\" height=\"614\" src=\"https:\/\/m2.gr\/wp-content\/uploads\/2021\/05\/header-payment.jpg\" class=\"bg attachment-original size-original\" alt=\"\" \/>                                    \n                    <\/div>\n\t\t\n        <div class=\"banner-layers container\">\n            <div class=\"fill banner-link\"><\/div>            \n   <div id=\"text-box-868271619\" class=\"text-box banner-layer x50 md-x50 lg-x50 y95 md-y50 lg-y50 res-text\">\n                     <div data-animate=\"fadeInUp\">           <div class=\"text-box-content text dark\">\n              \n              <div class=\"text-inner text-center\">\n                  \n<p class=\"innerTitles\">Customer Care<\/p>\n              <\/div>\n           <\/div>\n       <\/div>                     \n<style>\n#text-box-868271619 .text-inner {\n  padding: 30px 30px 30px 30px;\n}\n#text-box-868271619 {\n  width: 90%;\n}\n#text-box-868271619 .text-box-content {\n  font-size: 100%;\n}\n@media (min-width:550px) {\n  #text-box-868271619 {\n    width: 100%;\n  }\n}\n<\/style>\n    <\/div>\n \n        <\/div>\n      <\/div>\n\n            \n<style>\n#banner-1367295965 {\n  padding-top: 200px;\n}\n#banner-1367295965 .banner-bg img {\n  object-position: 62% 60%;\n}\n@media (min-width:550px) {\n  #banner-1367295965 {\n    padding-top: 300px;\n  }\n}\n@media (min-width:850px) {\n  #banner-1367295965 {\n    padding-top: 491px;\n  }\n}\n<\/style>\n  <\/div>\n\n\n     <\/div>\n\n     <div class=\"loading-spin dark large centered\"><\/div>\n\n\t<\/div>\n\n\n\t<div id=\"gap-2029089854\" class=\"gap-element clearfix\" style=\"display:block; height:auto;\">\n\t\t\n<style>\n#gap-2029089854 {\n  padding-top: 80px;\n}\n<\/style>\n\t<\/div>\n\t\n\n\t<section class=\"section\" id=\"section_1900660732\">\n\t\t<div class=\"section-bg fill\" >\n\t\t\t\t\t\t\t\t\t\n\t\t\t\n\n\t\t<\/div>\n\n\t\t\n\n\t\t<div class=\"section-content relative\">\n\t\t\t\n<div class=\"row row-large align-center row-divided\"  id=\"row-922998888\">\n\n\t<div id=\"col-935060877\" class=\"col large-12\"  >\n\t\t\t\t<div class=\"col-inner text-left\"  >\n\t\t\t\n\t\t\t\n<h1 style=\"text-align: center;\">Making a Complaint<\/h1>\n\t<div id=\"gap-2006181165\" class=\"gap-element clearfix\" style=\"display:block; height:auto;\">\n\t\t\n<style>\n#gap-2006181165 {\n  padding-top: 20px;\n}\n<\/style>\n\t<\/div>\n\t\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\n<\/div>\n<div class=\"row row-large align-center row-divided\"  id=\"row-2064135682\">\n\n\t<div id=\"col-1659521942\" class=\"col large-12\"  >\n\t\t\t\t<div class=\"col-inner text-left\"  >\n\t\t\t\n\t\t\t\n<p><strong>Service Concerns<br \/><\/strong>Delivering excellent customer service is important to us. We do, however, make mistakes from time-to-time. <br \/>If you have experienced a problem with any part of our service, there are steps you can take to have your concerns addressed. We are committed to resolving customer complaints quickly, efficiently, and fairly.<\/p>\n<p><strong>Please Voice your specific concern:<\/strong><\/p>\n<p><strong>E-mail us<\/strong><strong><br \/><\/strong>Please submit your complaint,\u00a0<a href=\"mailto:complaints@m2.gr\">complaints@m2.gr<\/a>, using our <a href=\"https:\/\/m2.gr\/wp-content\/uploads\/2021\/09\/Complaint-Form.02-M2.pdf\" target=\"_blank\" rel=\"noopener\">Form <i class=\"fas fa-external-link-alt\"><\/i><\/a><\/p>\n<p><strong>W<\/strong><strong>rite to us<\/strong><br \/>Compliance Department<br \/>56-58 Pindou St., 152 33 Halandri, Athens GR<\/p>\n<p><strong>How <\/strong><strong>W<\/strong><strong>e <\/strong><strong>Handle<\/strong> <strong>Y<\/strong><strong>our <\/strong><strong>C<\/strong><strong>omplaint<\/strong><br \/>If you raise a concern with the divisional head, then we will:<\/p>\n<ul>\n<li>Record a file of your complaint in our complaint register, which is accessible by the person responsible for processing complaints.<\/li>\n<li>Acknowledge receipt and inform you of your complaint registration date within two (2) business days, along with the complaint handler\u2019s details.<\/li>\n<li>Collect all necessary information to review your file, including any new information that may be required from you or other interested parties.<\/li>\n<li>Complete the investigation process and communicate the outcome review to you within thirty (30) business days of receiving your concern. *<\/li>\n<li>Assess your file and determine whether any previous decisions can or should be changed.<br \/>If a complaint is justified, we will take all appropriate steps to set the situation right, including changing our policies and practices if necessary.\u00a0<\/li>\n<\/ul>\n<p>*\u00a0 In case of complex complaints or complaints that require in-depth investigation and cannot be resolved within the specified period, we will strive to resolve them as quickly as possible. If we think we will require more time to properly address your complaint, we will advise you of the projected timeline and keep you updated on our progress.<\/p>\n<p><strong>If you are not satisfied with the resolution of your complaint or its handling by the Compliance Officer, you may address your complaint to the Authorities listed below:<\/strong><\/p>\n<p><strong>Hellenic Ministry of Development-General Office of Consumer<\/strong><br \/>Kanigos Square, PC: 101 81, Athens GR<br \/><i class=\"fa fa-phone\"><\/i> <a href=\"tel:1520\">\u00a01520<\/a><br \/><i class=\"fa fa-fax\"><\/i>\u00a0210 3843 549<\/p>\n<p><strong>European Consumer Centre (Greece)<\/strong><br \/>144 Alexandras Ave., PC: 114 71, Athens GR<br \/><i class=\"fa fa-phone\"><\/i> <a href=\"tel:0030 210 6460 862\">+30 210 6460 862<\/a>, <a href=\"tel:0030 210 6460 814\">+30 210 6460 814<\/a>, <a href=\"tel:0030 210 6460 612\">+30 210 6460 612<\/a>, <a href=\"tel:0030 210 6460 734\">+30 210 6460 734<\/a><br \/><i class=\"fa fa-fax\"><\/i>+30 210 6460 414<\/p>\n<p><strong>Bank of Greece<\/strong><br \/>21, E. Venizelos Ave., PC: 102 50, Athens GR<br \/>Supervision of Private Insurance<br \/><i class=\"fa fa-phone\"><\/i>\u00a0<a href=\"tel:0030 210 3205 222\">+30 210 3205 222<\/a><br \/><i class=\"fa fa-fax\"><\/i>\u00a0+30 210 3205 437<\/p>\n<p><strong>Officer of the Arbiter for Financial Services<\/strong><br \/><i class=\"fa fa-map-marker\"><\/i> 1st Floor, St. Calcedonius Square, Floriana FRN 1530, Malta<br \/><i class=\"fa fa-phone\"><\/i> <a href=\"tel:0035621249245\"> (+356) 21249245<\/a><br \/><i class=\"fa fa-envelope\"><\/i><a href=\"mailto:complaint.info@financialarbiter.org.mt\"> complaint.info@financialarbiter.org.mt<\/a><br \/><i class=\"fa fa-globe\"><\/i><a href=\"https:\/\/www.financialarbiter.org.mt\/\"> www.financialarbiter.org.mt<\/a><\/p>\n<p><strong>National Bank of Belgium<\/strong><br \/><i class=\"fa fa-map-marker\"><\/i> Boulevard de Berlaimont 14, 1000 Brussels<br \/><i class=\"fa fa-phone\"><\/i> <a href=\"tel:003222212111\">+32 2 221 21 11<\/a><br \/><i class=\"fa fa-envelope\"><\/i> <a href=\"mailto:info@nbb.be\">info@nbb.be<\/a><br \/><i class=\"fa fa-globe\"><\/i> <a href=\"https:\/\/www.nbb.be\/en\" target=\"_blank\" rel=\"noopener\">https:\/\/www.nbb.be\/en<\/a><\/p>\n\t<div id=\"gap-1750791219\" class=\"gap-element clearfix\" style=\"display:block; height:auto;\">\n\t\t\n<style>\n#gap-1750791219 {\n  padding-top: 30px;\n}\n<\/style>\n\t<\/div>\n\t\n<div class=\"is-divider divider clearfix\" style=\"max-width:100%;background-color:rgb(0, 0, 0);\"><\/div>\n\t<div id=\"gap-958747825\" class=\"gap-element clearfix\" style=\"display:block; height:auto;\">\n\t\t\n<style>\n#gap-958747825 {\n  padding-top: 30px;\n}\n<\/style>\n\t<\/div>\n\t\n<div class=\"row row-full-width\"  id=\"row-438135889\">\n\n\t<div id=\"col-477107321\" class=\"col medium-6 small-12 large-6\"  >\n\t\t\t\t<div class=\"col-inner\"  >\n\t\t\t\n\t\t\t\n\t<div id=\"text-648698005\" class=\"text\">\n\t\t\n<p class=\"pdf-black-file\" style=\"text-align: left;\"><a href=\"https:\/\/m2.gr\/wp-content\/uploads\/2021\/09\/Complaint-Form.02-M2.pdf\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" src=\"https:\/\/m2.gr\/wp-content\/uploads\/2021\/05\/pdf-icon-black.png\" alt=\"pdf icon\" \/>\u00a0 Complaint Form-Accelerant Insurance Europe SA\/NV<\/a><\/p>\n\t\t\n<style>\n#text-648698005 {\n  font-size: 0.85rem;\n  text-align: left;\n}\n<\/style>\n\t<\/div>\n\t\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\n<\/div>\n<div class=\"is-divider divider clearfix\" style=\"margin-top:0px;margin-bottom:0px;max-width:100%;background-color:rgb(0, 0, 0);\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\n<\/div>\n\t\t<\/div>\n\n\t\t\n<style>\n#section_1900660732 {\n  padding-top: 0px;\n  padding-bottom: 0px;\n  background-color: rgb(255, 255, 255);\n}\n<\/style>\n\t<\/section>\n\t\n\n\t<section class=\"section\" id=\"section_434914256\">\n\t\t<div class=\"section-bg fill\" >\n\t\t\t\t\t\t\t\t\t\n\t\t\t\n\n\t\t<\/div>\n\n\t\t\n\n\t\t<div class=\"section-content relative\">\n\t\t\t\n<div class=\"row row-large align-center row-divided\" style=\"max-width:1360px\" id=\"row-295305004\">\n\n\t<div id=\"col-468192575\" class=\"col medium-9 large-9\"  >\n\t\t\t\t<div class=\"col-inner text-left\"  >\n\t\t\t\n\t\t\t\n<h3>Submit<\/h3>\n<div class=\"is-divider divider clearfix\" style=\"margin-top:0px;margin-bottom:0px;max-width:45px;height:7px;background-color:rgb(0, 0, 0);\"><\/div>\n\t<div id=\"gap-1796435345\" class=\"gap-element clearfix\" style=\"display:block; height:auto;\">\n\t\t\n<style>\n#gap-1796435345 {\n  padding-top: 20px;\n}\n<\/style>\n\t<\/div>\n\t\n\t<div id=\"text-174547573\" class=\"text\">\n\t\t\n<p><em>Fields marked with * are required.<\/em><\/p>\n\t\t\n<style>\n#text-174547573 {\n  font-size: 0.85rem;\n}\n<\/style>\n\t<\/div>\n\t\n\n<div class=\"wpcf7 no-js\" id=\"wpcf7-f784-o1\" lang=\"en-US\" dir=\"ltr\" data-wpcf7-id=\"784\">\n<div class=\"screen-reader-response\"><p role=\"status\" aria-live=\"polite\" aria-atomic=\"true\"><\/p> <ul><\/ul><\/div>\n<form action=\"\/en\/wp-json\/wp\/v2\/pages\/772#wpcf7-f784-o1\" method=\"post\" class=\"wpcf7-form init\" aria-label=\"Contact form\" novalidate=\"novalidate\" data-status=\"init\">\n<fieldset class=\"hidden-fields-container\"><input type=\"hidden\" name=\"_wpcf7\" value=\"784\" \/><input type=\"hidden\" name=\"_wpcf7_version\" value=\"6.1.6\" \/><input type=\"hidden\" name=\"_wpcf7_locale\" value=\"en_US\" \/><input type=\"hidden\" name=\"_wpcf7_unit_tag\" value=\"wpcf7-f784-o1\" \/><input type=\"hidden\" name=\"_wpcf7_container_post\" value=\"0\" \/><input type=\"hidden\" name=\"_wpcf7_posted_data_hash\" value=\"\" \/><input type=\"hidden\" name=\"_wpcf7_recaptcha_response\" value=\"\" \/>\n<\/fieldset>\n<div class=\"flex-row form-flat medium-flex-wrap\">\n\t<div class=\"flex-col flex-grow\">\n\t\t<p><span class=\"wpcf7-form-control-wrap\" data-name=\"your-name\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"*First Name\" value=\"\" type=\"text\" name=\"your-name\" \/><\/span>\n\t\t<\/p>\n\t<\/div>\n\t<div class=\"flex-col flex-grow\">\n\t\t<p><span class=\"wpcf7-form-control-wrap\" data-name=\"your-lastname\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"*Last Name\" value=\"\" type=\"text\" name=\"your-lastname\" \/><\/span>\n\t\t<\/p>\n\t<\/div>\n\t<div class=\"flex-col flex-grow\">\n\t\t<p><span class=\"wpcf7-form-control-wrap\" data-name=\"your-email\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-email wpcf7-validates-as-required wpcf7-text wpcf7-validates-as-email\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"*Email Address\" value=\"\" type=\"email\" name=\"your-email\" \/><\/span>\n\t\t<\/p>\n\t<\/div>\n\t<div class=\"flex-col flex-grow\">\n\t\t<p><span class=\"wpcf7-form-control-wrap\" data-name=\"your-tel\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-tel wpcf7-validates-as-required wpcf7-text wpcf7-validates-as-tel\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"*Phone\" value=\"\" type=\"tel\" name=\"your-tel\" \/><\/span>\n\t\t<\/p>\n\t<\/div>\n<\/div>\n<div class=\"flex-row form-flat medium-flex-wrap\">\n\t<div class=\"flex-col flex-grow\">\n\t\t<p><span class=\"wpcf7-form-control-wrap\" data-name=\"your-contract\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"*Contract Number*\" value=\"\" type=\"text\" name=\"your-contract\" \/><\/span>\n\t\t<\/p>\n\t<\/div>\n<\/div>\n<div class=\"flex-row form-flat medium-flex-wrap\">\n\t<div class=\"flex-col flex-grow\">\n\t\t<p><span class=\"wpcf7-form-control-wrap\" data-name=\"msg-32\"><textarea cols=\"40\" rows=\"10\" maxlength=\"2000\" class=\"wpcf7-form-control wpcf7-textarea wpcf7-validates-as-required\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"*Message\" name=\"msg-32\"><\/textarea><\/span>\n\t\t<\/p>\n\t<\/div>\n<\/div>\n<p><a href=\"https:\/\/m2.gr\/wp-content\/uploads\/pdfs\/Privacy%20Policy-Data%20Protection-M2%20INSURANCE%20SA.pdf\" target=\"_blank\">Privacy Policy - Data Protection ><\/a><br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"checkbox-agree2\"><span class=\"wpcf7-form-control wpcf7-checkbox wpcf7-validates-as-required\"><span class=\"wpcf7-list-item first last\"><input type=\"checkbox\" name=\"checkbox-agree2[]\" value=\"I Agree\" \/><span class=\"wpcf7-list-item-label\">I Agree<\/span><\/span><\/span><\/span><br \/>\n<hr \/><br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"checkbox-agree2\"><span class=\"wpcf7-form-control wpcf7-checkbox wpcf7-validates-as-required\"><span class=\"wpcf7-list-item first last\"><input type=\"checkbox\" name=\"checkbox-agree2[]\" value=\"I expressly consent to M2 Representation of Insurance Companies S.A. to collect, store, and further process my personal data that I have shared and are related to this communication.\" \/><span class=\"wpcf7-list-item-label\">I expressly consent to M2 Representation of Insurance Companies S.A. to collect, store, and further process my personal data that I have shared and are related to this communication.<\/span><\/span><\/span><\/span><br \/>\n&nbsp; &nbsp;\n<\/p>\n<p><input class=\"wpcf7-form-control wpcf7-submit has-spinner\" id=\"outlineWhite\" type=\"submit\" value=\"SUBMIT\" \/>\n<\/p><div class=\"wpcf7-response-output\" aria-hidden=\"true\"><\/div>\n<\/form>\n<\/div>\n\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\n<\/div>\n\t\t<\/div>\n\n\t\t\n<style>\n#section_434914256 {\n  padding-top: 0px;\n  padding-bottom: 0px;\n  background-color: rgb(255, 255, 255);\n}\n<\/style>\n\t<\/section>\n\t\n\t<div id=\"gap-2020388182\" 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