How to submit a complaint

At Viva.com our goal is to respond quickly, impartially and in line with the highest standards of customer service. During our business relationship, there may be issues that you can immediately address with a representative of our customer service team via chat, email or phone.

Our representative will try to solve your case and offer you a suitable solution. However, if you are not satisfied with the solution provided, you can submit a complaint.

At any time, you can chat with one of our representatives using our chat service, either through the Viva.com application downloaded to your mobile phone, or through our website www.viva.com. If you use the app, tap the "Chat with us" option in the "Settings" section. Alternatively, you can tap the "Chat with us" button on the home page of our website. Within one day of the complaint submission, we will provide you with a written acknowledgement of receipt and information about the team handling it.
The chat service is easy to use and our team is available 24 hours a day.

Other ways to get in touch

By phone: (+30) 910602291

By post: 18-20 Amarousiou Chalandriou Avenue, 151 25, Marousi - Greece

Email: complaints@viva.com

Response to a complaint

Upon submitting a complaint, we will contact you within 24 hours via email, to confirm the complaint receipt. In addition, we will give you a unique Case Number so that you can easily request information at any time.

A clear and substantiated final response will be communicated to you via phone, chat, email or post.

Our fundamental tenet involves conducting a fair and comprehensive assessment of all client grievances, following the process established and executed by viva.com.

We are committed to resolving the complaint as promptly as possible and within 15 business days. In cases beyond our control, you will be informed within 35 business days, a period provided by the current regulatory framework.

Nevertheless, if you are not satisfied with our response or the handling of your complaint, you can apply for an out-of-court resolution of the dispute to the Independent Authority “Hellenic Consumers’ Ombudsman” (mail address :144 Alexandras Avenue, PC 11471, Athens, Tel (+30) 210 6460862, 210 6460814, 210 6460612, 210 6460734, 210 6460458, fax: (+30) 210 6460414, e-mail: grammateia@synigoroskatanaloti.gr, webpage www.synigoroskatanaloti.gr ), as Alternative Dispute Resolution body registered at Hellenic General Secretariat for Consumer Affairs’ special Registry.

Supervisory Authority Complaints Service

Complaints can also be addressed to the Bank of Spain Complaints Service, either electronically, in writing, directly at the General Register of the Bank of Spain, by post (to: Bank of Spain - Institutions´ Conduct Department – Calle Alcalá 48, 28014 Madrid) or through any of its branches.

However, in this regard, we draw your attention to the need to exhaust the channel of the customer service department or service or customer ombudsman in order to be able to be able to formulate complaints and claims before the aforementioned service in compliance with paragraph c) of Article 9 of Order ECO/734/2004, of 11 March, on customer service departments and services and the customer ombudsman of financial institutions.

Applicable National Regulations

Payment Services and Electronic Money

Order EHA/1608/2010, of June 14, on the transparency of conditions and information requirements applicable to payment services.

Customer Service Department

Order ECO/734/2004, of March 11, on the Customer Care Departments and Services and the Customer Ombudsman of Financial Institutions.
Order ECC/2502/2012, of November 16, which regulates the procedure for submitting complaints to the complaints services of the Bank of Spain, the National Securities Market Commission and the General Directorate of Insurance and Pension Funds.