Inclusive customer service

Implementing a single customer service policy

With the aim of treating all our clients equally, we have adopted a Group Customer Service Policy for Complaints and Requests.

Our Policy includes the methodology we use to track the:

Satisfaction level of our clients, through satisfaction surveys.
Quality level of our services, through key performance indicators (KPIs).
The Customer Service Division is responsible for all customer service issues.

What we accomplished in 2025

ATM with settings for persons with visual impairments (Bank level)

25%

Percentage of branches in Greece accessible to people with disabilities

85%

Serving all our clients

By respecting their individual needs and managing their requests efficiently.

Responding immediately to any customer request

We handle complaints and requests through a central system, and are able to respond timely and comprehensively to any issue communicated by our clients.

The dedicated Customer Service Division follows a specifically designed Quality Management System to address complaints. The System is ISO 9001 certified by international certification body TÜV AUSTRIA HELLAS.

In 2025 the average complaint resolution time was 10-15 days. Find out more about how to submit complaints and requests.

Serving customers in remote areas

We treat all our clients with respect and care about their ability to access quality banking services.

Through targeted actions, we provide access to our services to people living in remote areas. In fact, in areas with a population less than 2,000 we operate:

9 branches.

37 off-site ATMs.

Caring for our clients with disabilities

We are continuously improving the access of persons with disabilities to our products and services.

85% of our branches in Greece are accessible to people with mobility difficulties.

Moreover, our clients with visual impairments who hold an Alpha Bank card or a card issued by another Greek bank can complete their transactions on their own, with the help of our specially designed ATMs. All ATMs are equipped with tactile legends, while 300 of them support audio instructions.

We are also focusing on our websites, ensuring that everyone can have access to clear and complete information, without barriers.

We are continuing to strive for equitable access to banking products and services, in line with the Greek and European legislation.