Complaint Management Policy
The Societe Anonyme under the trade name of “LEASEPLAN HELLAS SINGLE-MEMBER SOCIETE ANONYME FOR VEHICLE LEASING AND FLEET MANAGEMENT SERVICES”, and the distinctive title “Ayvens Greece”, has adopted and established a specific Complaint Management Policy, aiming at the continuous improvement and upgrading the quality of its customer service.
By implementing this policy we make sure that complaints received handled in a fair, prompt, efficient and confidential manner.
1. Submission of a complaint
Complaints can be submitted in the following ways:
- By phone, at the customer service centre: 2106100050 (Monday to Friday from 09:00 to 17:00). – 17:00).
- By post, by sending a letter Ayvens Greece, Customer Service Department, 6-8 Agisilaou Street, Maroussi, Greece, P.O. 15123
- Electronically, by sending an e-mail to the following e-mail address: quality.gr@ayvens.com
Complaints when submitted should be accompanied by all necessary information proving the identity of the complainant, as well as any useful information or possibly documents relating to the complaint submitted. The complainant must clearly describe the complaint in order to facilitate further investigation of the complaint in order to proceed with its final resolution.
2. Complaint Management by Ayvens Greece
Ayvens Greece proceeds with the following actions for the management of complaints:
- Upon receipt of the complaint, Ayvens Greece shall inform the complainant verbally or in written within 5 working days as proof of receipt.
- Ayvens Greece will make every effort to respond verbally or in written to the complaint within a maximum period of sixty (60) calendar days from receipt of the complaint, taking into account the content and gravity of each complaint.
- In the event that, for a significant reason, it is not possible to resolve the matter within the above sixty (60) calendar days from receipt of the complaint, Ayvens Greece shall inform the complainant, verbally or in written, on its own initiative, of the reasons for the delay, and a new time for the completion of the investigation of the complaint shall be determined.
3. Record and Analysis of Complaint
Complaints data, results and actions taken are recorded and processed to improve the services provided.
On a regular basis, data related to the handling of complaints are analysed in order to ensure that any problems or weaknesses are identified and addressed. The analysis of complaints aims at the continuous improvement of the products and services provided to customers with the goal of correcting and eliminating relevant problems, as well as the satisfaction of the customer.
4. Information about processing of personal data
Through the above complaint management policy, Ayvens Greece, as the Data Controller, collects, maintains and processes personal data in accordance with the applicable European and national legislative and regulatory framework. Further information is provided in the Personal Data Protection Statement, which is posted on the website [www.ayvens.com](targetSelf:Through the above complaint management policy, Ayvens Greece, as the Data Controller, collects, maintains and processes personal data in accordance with the applicable European and national legislative and regulatory framework. Further information is provided in the Personal Data Protection Statement, which is posted on the website www.ayvens.com. ).
5. Special categories of complaints
If your complaint is related to the insurance policy or insurance services, you will find information on the following website Ayvens Insurance | ayvensinsurance International.
If your complaint is related to the collection and processing of your personal data, you will find information on the following website Privacy Statement or send an email to the following address: privacy-officer.gr@ayvens.com