National Bank of Greece leads the largest financial group in Greece and SE Europe, boasting a dynamic presence in 12 countries. Altogether, it runs 10 banks and 62 financial organizations.
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BUSINESS: 240 PRACTICES
To strengthen the climate of confidence in NBG Group's services and products.
In February 2010, NBG launched NBG OMBUDSMAN, the first Customer Ombudsman established by a Greek bank, a significant and pioneering initiative within the framework of the new Code of Ethics aiming at enhancing on an ongoing basis its customer relations.
NBG Ombudsman demonstrates the Bank’s ongoing commitment to its longstanding principles of mutual trust, reliability and awareness of customer concerns, while upgrading effectively the quality of the offered services.
The successful Customer Ombudsman initiative was extended to include Ethniki Insurance in 2011 as well.
The "NBG Ombudsman" reflects the Group’s concern for its customers. The Customer Ombudsman reports directly to the Group's Board of Directors and operates Independently as an “Amicable Settlement of Disputes Unit” for issues relating to the Bank and Ethniki Insurance prior to the customer’s recourse to judicial or other arbitration Bodies.
The NBG Ombudsman:
The Customers may file their complaint to "the NBG Ombudsman" provided that:
ETHICAL PRINCIPLES OF NBG CUSTOMER OMBUDSMAN
NBG Ombudsman sets the following targets:
NBG Ombudsman's services are free of charge.
In 2015, the NBG Ombudsman confirmed the key role that the NBG Group attributes to its customers, respecting the customer’s problems and seeking mutually acceptable solutions to such problems, during a year marked by an extended bank holiday and capital controls, where of the total complaints investigated (and which properly fall within the Ombudsman’s jurisdiction), 81% were resolved successfully while 77% were processed within one week.
NBG Ombudsman's successful mediation in the relationship between the Bank/ Ethniki Insurance and their clientele played a key role in a difficult period for the customers due to the economic crisis.
The increase of the customers' requests, 265 in 2010 to 1,827 in 2015, is indicative of NBG Ombudsman's trustworthiness (2011: 1,210, 2012:1,640, 2013:1.765, 2014:1,690, Total:8,400).
In 2015, of the total customer complaints investigated, 81% reached a successful resolution, while 77% were processed within one week. (see Chart: Ι).
NBG Group's areas of activity.
NBG Customer Ombudsman enhanced the relationships of the Bank/ Ethniki Insurance with the clientele and various bodies in Greece and abroad.
The NBG Ombudsman team undertakes to adhere to principles set out in the relevant Code of Ethics, which are in line with internationally accepted principles set out in equivalent Codes of Ethics and Standards of Practice of the International Ombudsman.
NBG Ombudsman Awards
No Connection with Global Goals found