Code of Conduct of Law 4224/2013

The Code of Conduct is applied by all credit and financial institutions that grant loans or provide credits of any form to natural persons and legal entities which are “very small enterprises” with an annual turnover that does not exceed on average the amount of €1,000,000 over the last three (3) fiscal years.

In this context, VIVABANK SINGLE MEMBER BANKING S.A. (hereinafter “Bank”) implements complete and effective procedures for the timely handling of overdue loans of natural and legal persons, aiming to provide the best personalized solution to customers facing difficulties in servicing their contractual obligations in an atmosphere of mutual trust, commitment, and exchange of information.

Detailed information on the application of the Code of Conduct by our Bank can be found in the Information Leaflet for Borrowers with financial difficulties posted on this website.

Cooperative Borrower

For the participation of the borrower in the “Arrears Resolution Process”, their cooperation with the Bank is necessary. For the purposes of the Code of Conduct, a “Cooperative Borrower” is defined as a borrower who:

(a) provides complete and updated contact details (e.g., landline/mobile phone numbers, email address, residence and work address),

(b) if not conducting the communication in person, appoints a relative or friend as a communication representative,

c) is available for communication and responds honestly and clearly to calls and letters, in person or through their representative, by any appropriate means, within 15 working days,

(d) discloses in person or through their representative full and honest information regarding their current financial situation:

within 15 working days from the day of its change or
within 15 working days from the day the Bank requests the provision of such information,

(e) discloses in person or through their representative full and honest information, which will have significant impacts on their future financial situation, within 15 working days from the day they become aware of it [e.g., meeting the conditions for receiving a benefit, appearance of new assets that will come into their ownership, loss of ownership of assets, dismissal announcements, lease terminations, redemption of insurance products, gains of any form, etc.), and

(f) consents to the investigation of an alternative settlement proposal, in accordance with the provisions of the Code of Conduct of Law 4224/2013.

Special communication points of our Bank

For the purposes of the Code of Conduct, you can contact the Bank by phone at (+30 211 760 4000) or via email at support@viva.com

Advisory assistance providers

You have the right to assistance and the provision of additional information on the application of the Code of Conduct from public or private entities or third parties of your choice.

In particular, any natural person who earns income from a freelance profession and any natural or legal person who earns income from business activity can contact the relevant Professional Chamber or Professional Association or Institute of Institutional Social Partners.

Relevant information is also available on the website of the Special Secretariat for Private Debt Management (http://www.keyd.gov.gr/).

2. Standard Financial Statement (SFS)

3. Standard objection form

4. List of supporting documents that may be requested for legal entities or natural persons

Code of Conduct of Law 4224/2013

Cooperative Borrower

Special communication points of our Bank

Advisory assistance providers

Related forms