How to submit a complaint

At viva.com our aim is to respond promptly, impartially and with a high level of service. Any issue may arise in the course of our business relationship, which you can immediately discuss with a representative of the Customer Service Team via chat, email or phone.

Our representative will try to resolve your issue and provide you with a solution. However, if you are not satisfied with the outcome, you can file a complaint.

At any time, you can choose to chat with our representative through our Live Chat service, either through the application you have downloaded to your mobile phone, or through our website www.viva.com. From the application, press the "Chat with us" option in the "Settings" field and from our website, log in to your account and select "Chat with us" which is located in the menu on the home page. We will notify you in writing, within one day of submitting the complaint, of its receipt and the team handling it (either through the application or through the website). The chat service is easy to use and our team is available 24/7.

Other ways to file a complaint

By phone: (+30) 208905503

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.