Introduction
Pepper Hellas takes complaints very seriously. Our goal is to provide excellent standards of service to our customers and those who work with us and for this reason we investigate with special attention and sensitivity all the submitted complaints, to understand what has gone wrong and work with you towards a solution as quickly and effectively as possible.
It is possible, that in the context of our collaboration, there might be elements that displeased you or you estimated that there is room for improvement, for which we would like you to inform us. We always want to know what went wrong so to find the best solution as soon as possible.
Our complaints procedure is outlined below.
Step 1 – Raise your complaint
The first stage in this process is to tell us about the issues you have experienced.
If you want to complaint about Pepper Hellas service, please:
- Visit our website (www.pepperhellas.gr)
- Fill our Complaint Submission Form
- Forward the form accompanied with any supporting evidence you would like to consider
Ways to contact us:
- Mail: Pepper Hellas Asset Management Solutions S.A, P.O. Box 61358, Athens-Greece
- Email: complaints@pepperhellas.gr
Step 2 – What happens after you raise your complaint
We will acknowledge your complaint within 5 working days and further our investigation on the reported matter we will provide a full response to you within 45 working days.
If further investigation is required, response time may be prolonged.
You will be provided with a unique case reference number which will allow us to record the issues you have experience and a dedicated employee will be assigned to your case, who will keep you updated on the progress of your complaint until the matter is resolved.
We are committed to effectively manage all complaints in an objective, fair and impartial manner. We always work in good faith; in the context of the relationship we have developed with each and every one of you.
We review our Complaint Handling Procedure on a regular basis and, if necessary, we renew it. The conclusions drawn lead us to improve our services, always aiming to taking care of you
All received complaints will be handled:
- Promptly
- Confidentially
- Fairly
Our staff adheres to the following principles in communicating with people who have complained:
- Be courteous to the complainant
- Be responsible, professional, and consistent
- Respond positively
- Offer constructive solutions
Step 3 – What alternatives do you have in case you are not satisfied with our response to your complaint?
If you are not satisfied with our response to your complaint and we have confirmed that there is nothing more we can do, please note that you can take your complaint to an Ombudsman or Alternative Dispute Resolution (ADR) organisation, or to contact directly the Royal institute of Chartered Surveyors (RICS).
You can find here below respective organizations and their contact details:
- Independent Authority Consumer Ombudman
Address: 144 Alexandras Ave, Athens 11471
Email: grammateia@synigoroskatanaloti.gr
Website: http://www.synigoroskatanaloti.gr
Phone: 2106460862, 2106460814, 2106460612, 2106460734, 2106460458
Fax: 210 6460414
- Institute for Alternative Dispute Resolution – startADR
Address: 26 October 26ths Avenue, Thessaloniki 54627
Email: info@startadr.org
Website: http://www.startadr.org
Phone: 2310 536100
- Alternative Dispute Resolution Centre – ADR POINT IKE (ADR POINT)
Address: 7 Tsimiski & I.Dragoumi, Thessaloniki 54625
Email: info@adrpoint.gr
Website: http://www.adrpoint.gr
Phone: 2310 510005
Fax: 2310 512612
- European Institute for Conflict Resolution (E.I.E.Σ)
Address: 22 Dodekanisou, Thessaloniki 54626
Email: info@europeanresolution.com
Website: http://www.europeanresolution.com
Phone: 2310 230184
Fax: 2310 230185
- Royal Institute of Chartered Surveyors (RICS)
Address: RICS Dispute Resolution Service, 55 Colmore Row, Birmingham, B3 2AA or
Visit RICS website at https://www.rics.org/latin-america/footer/contact-us/complaints/complaints-form-for/ to submit your complaint on line
Notice regarding processing of Personal Data
The personal data requested in the complaint form are the absolutely necessary to enable Pepper Hellas to investigate and resolve any issue you bring to our attention. Your personal data are processed in accordance with the General Data Protection Regulation (EU) 2016/679 (GDPR) and the applicable data protection legal framework. For more information about processing of your personal data, the potential recipients or categories of recipients of your data, the retention period, the technical and organizational measures implemented, and your rights as a data subject, please review our Privacy Policy.