Complaints Procedure for Decta Limited Cyprus
Information οn how to submit a suggestion /complaint
▪ In writing via email to your account manager
▪ In writing via email to Complaints_CY@decta.com
Complaints Handling Process
Once we receive your complaint, an acknowledgement receipt will be sent to you and your complaint will be then sent to the relevant department of the Company for further investigation.
Our aim is to reply the soonest possible, and not later than:
▪ Fifteen (15) business days after the date of the receipt of your complaint.
▪ ln exceptional situations, if the answer cannot be given within 15 business days for reasons
beyond the control of the Company, we will let you know about the causes of the delay,
specifying the deadline by which a final reply will be communicated to you.
ln any event, the deadline for having a final reply will not exceed thirty-five (35) business days.
If you are not satisfied with our proposed solution and/or the actions
If you are not satisfied with our proposed solution and/or the actions we have taken for the resolution
of your complaint, you have the right to submit your complaint to the Financial Ombudsman.
Complaints are submitted to Financial Ombudsman:
● By hand or by post to the address 15 Kypranoros, 1061 Nicosia or P.O Box 25735, 1311
Nicosia
● By facsimile (fax) to 22660584 or to 22660118
● By electronic mail (e-mail) to the address: complaints@financialombudsman.gov.cy
For further details please refer to Financial Ombudsman’s website: http://www.financialombudsman.gov.cy