Branch Network

High standards in the provision of services

The provision of high-quality products and services coupled with responsible and efficient Customer service is a primary concern of Alpha Bank.

The Bank is committed to the constant improvement of its services by its Operations Division, which is responsible for the Customer Service Operations.

In line with the above, and in order to ensure the satisfaction of its Customers, Alpha Bank has adopted a Customer Service Group Policy on Complaints and Requests at Bank and Group level.

This policy provides for the use of specific methods in calculating Customer satisfaction levels and in monitoring the quality of the services provided to them. These include Customer satisfaction surveys and the use of Key Performance Indicators (KPIs) to monitor performance in serving the Customers of the Bank.

Alpha Bank’s Customer Service Operations is also responsible for the centralised management of the Customer complaints and requests submitted, ensuring that a timely and complete response is given to each one and thus enabling the Bank to provide services of a high level to its Customers.

With regard to the management and resolution of complaints and requests, the Customer Service follows a Quality Management System certified in accordance with the ISO 9001 International Standard by the International Certification Organisation Bureau Veritas (http://www.bureauveritas.gr/).

For details on how to submit complaints and requests, follow this link

Customer service for people with visual impairments
Alpha Bank has taken a number of steps in order to provide an efficient service to people with visual impairments.
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In compliance with the provisions of Bank of Greece Governor’s Act (BGGA) 2501/2002 on the transparency of transactions, Alpha Bank ensures that the Terms and Conditions of its services are displayed in clearly visible locations in all the Branches of its Network, and also makes them available from its website.

In addition, Customer Relationship Officers in the Branches provide Customers with the necessary pre-contractual information. The Bank is a member of the Hellenic Ombudsman for Banking-Investment Services (HOBIS) and is bound by its procedures.

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