How to submit a complaint | EU
Our goal is to provide great products and outstanding service however, we are aware that issues may occasionally arise. If you have any cause for a complaint, we will do everything we can to set things right as soon as you contact us.
➤How can I contact Viva.com to submit a Complaint
You may contact our Customer Service Team through:
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Live Chat
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Phone
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Email
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By Post
Regardless of how you choose to contact us with your complaint we will give it our full attention and be dedicated to finding a solution for you.
➥Live Chat
You can chat with us to submit a complaint at any time by logging into your account via the Viva.com app or a browser and selecting the "Chat with us" button. You’ll get a notification in the app or online when we reply. Our chat service is secure and easy to use – and our team is available 24/7.
➥ Other ways to get in touch
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By phone: Visit the Viva.com Contact us page. Then go to the Contact us section and find your country in the country list. Find the relevant information directly under your country name, where Viva.com displays the available telephone number and support email address.
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By post: 18-20 Amarousiou Chalandriou Avenue, 151 25, Marousi, Greece
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Email: complaints@viva.com
For more information on alternative ways to file a complaint, visit the Viva.com How to submit a complaint page. Then find the Other ways to file a complaint section. This section lists complaint submission by phone, post, and email.
➤Response to a complaint
Once you’ve submitted a complaint, we'll:
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send you a confirmation email within 24 hours
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give you a unique case number so we can find your record quickly
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contact you via writing (chat, email, or post) to provide our final response with our findings, plan, and decision.
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.
If you are not satisfied with the response you receive or the solution suggested to you, you can appeal within one (1) year from the date of filing the complaint to Vivabank, to the Hellenic Financial Ombudsman (1 Massalias street, 106 80 Athens – P.O. Box 9166, 100 32 Athens, Tel.: 10440 (local charge), 210 337 6700, Fax: 210 323 8821, E-mail: info@hobis.gr). Visit the Hellenic Financial Ombudsman website. Then select “Submit a Complaint” from the main navigation. This opens the Ombudsman’s complaint-submission form.
The Hellenic Financial Ombudsman – Nonprofit Alternative Dispute Resolution Organization (HFO – ADRO former HOBIS) is a specialized Alternative Dispute Resolution (ADR) entity, registered in the Register of ADR entities of the General Secretariat for Trade and Consumer Protection of the Ministry of Economy and Development.