You complete the Complaint Form in PDF or in MS-Office Word.

Once we  have received the complaint, we notify the parties to the dispute as soon as we  have received all the documents containing the relevant information relating to the complaint.

The outcome of the ADR procedure is made available within a period of 90 calendar days from the date on which we have received the complete complaint file. In the case of highly complex disputes, we may, at our own discretion, extend the 90 calendar days’ time period.

The parties shall be informed of any extension of that period and of the expected length of time that will be needed for the conclusion of the dispute.

1. You can submit the complaint file in person at the premises of the European Institute for Conflict Resolution (22, str Dodekanissou)
2. You can send it by post ( 22, str Dodekanissou, 54626)
3. You can send it via fax (+302310 230185)
4. You can send it email

We resolve every domestic and cross-border dispute concerning contractual obligations stemming from sales contracts or service contracts between a trader established in the Union and a consumer resident in the Union:

Consumer Goods

Food- Fruits and Vegetables
Food-Meat
Food- Bread and Cereals
Food -Health Food and Nutrients
Food- Other
Non-alcoholic drinks
Alcoholic beverages
Smoke
Clothing (including tailor-made goods) and footwear
Goods for maintenance and improvement of housing
Furnishings and decoration
Large household appliances (including vacuum cleaners and microwaves)
Small household appliances (including coffee machines and food processing appliances)
Electronic goods (non-ICT / recreational), information goods  and communication technologies (ICT)
Leisure goods (sports equipment, musical instruments, etc.)
New cars
Cars
Other means of personal transport
Spare parts and accessories for vehicles and other means of personal transport
Fuels and lubricants for vehicles and other means of personal transport
Books, magazines, newspapers and stationery (excluding postal delivery costs)
Pets and goods for pets
Electrical appliances for personal care
Cosmetics and personal care hygiene items
Jewellery, silverware, watches and clocks and accessories care
Products infants and children
Products for cleaning and maintenance, articles for cleaning and non-durable household goods

Education
Schools
Learning Language, driving instruction and other private courses

Financial services
Financial Services – Payment account and payment services
Financial services – credits (excluding mortgage / home loans)
Financial Services – Mortgages / Home Loans
Financial Services – Savings
Financial Services – Other
Investments, pensions and securities
General insurance industries – Housing and property
General insurance sectors – Transport
General insurance industries – Travel
General insurance sectors – Health, accident and other
Insurance – Life

General Services to Consumers

Services related to real estate
Construction of new homes
Housing maintenance and improvement services
Remove housing content and storage
Residential cleaning services
Cleaning, repair and hire of clothing and footwear
Maintenance and repair of vehicles and other transport

Recreation services

Hotels and other holiday accommodation
Tours
Travel agency
Timeshare and similar Seven restaurants and bars
 Services related to sports and hobbies

Cultural and recreational services

Gambling, lotteries
Postal services and electronic communications
Postal services and couriers
Fixed telephone services
Mobile telephony services
Internet Services
TV Services
Other communication services
Energy and water supply

Health services
Prescription drugs
Drugs in the free market
Medical devices and other physical aids used by patients
Health Services
care facilities and home care

Transportation
Tram, bus, metro and underground
Rail transport
Airlines
Sea, river and other inland waterway transport

Energy services

The following information should be included in your complaint file:

1. The essential elements of the complainant, ie. name and full address (street & number, city, ZIP)
2. The minimum elements of the respondent, ie. name and / or trade name and full address (street & number, city, ZIP)
3. Signed complaint file and in any case you cannot submit it in person (mail, fax, e-mail) a copy of the identity card is required (as proof of the complainant’s identity)
4. Clear description of consumer dispute, accurate determination of the loss or the harmful consequence that the complainant has suffered and clearly worded mediation request to the Consumer Ombudsman
5. If an attempt has been made on behalf of the consumer to contact the trader in order to resolve the matter directly
6. If the dispute is pending before the courts on your or the trader’s initiative.

The ADR procedure is free of charge for consumers.

You can submit your complaint in  Greek and in English.

1. Introduction
2. Rules of the ADR procedure
3. Preliminary Stage of the ADR procedure
4. On the receipt of the Complaint File
5. Expenses of the ADR procedure
6. Confidentiality of the ADR procedure

1. Introduction

1.1 These rules apply to procedures for the out-of court resolution of domestic and cross-border disputes concerning contractual obligations stemming from sales or services contracts between a trader established in the Union and a consumer resident in the Union, both offline and on-line.

1.2 Alternative dispute resolution procedures will be conducted online  using the European Union Online Dispute Resolution platform. Assistance will be provided by the European Institute for Conflict Resolution to both consumers and traders on the use of that platform if requested. The alternative dispute resolution procedures can be also conducted offline.

1.3 The parties have the possibility, within a reasonable period of time ( 5 days on the average), of expressing their point of view, of being provided by the European Institute for Conflict Resolution with the arguments, evidence, documents and facts put forward by the other party, any statements made and opinions given by experts, and of being able to comment on them.

1.4 The application of these rules is mandatory for a trader where an application is made against him by a consumer within 12 months from the date on which the trader has given notice to the consumer that the trader is unable to resolve the dispute with the consumer (“The Claim Limitation Date”).

1.5 Claims can be made by or behalf of any person named in the contractual documents.

1.6 The parties have access to the procedure without being obliged to retain a lawyer or a legal advisor, but the procedure shall not deprive the parties of their right to independent advice or to be represented or assisted by a third party at any stage of the procedure.

1.7 The Natural Person in charge of the dispute will not offer legal advice or act as a legal advisor to any party, at any time in connection with the dispute.

1.8 All procedural documents used in the mediation and referred to in these rules are available on European Institute Conflict Resolution’s website European Institute for Conflict Resolution.

1.9 There are three methods of communication:

1. by email: info@europeanresolution.com
2. by registered mail or by physical presence at the address: European Institute for Conflict Resolution, 27, Str. Tsimiski, PC 54624, Thessaloniki
3. by fax:00302310230185

1.10 When time limits are specified, unless otherwise stated, the time period shall begin to run from the date of sending or receipt by the European Institute for Conflict Resolution as the case may be.

1.11 The default language of communication shall be greek, unless agreed otherwise by the parties, the European Institute of  Conflict Resolution, and the natural person in charge of the dispute. All procedures will be deemed to take place in Greece.

1.13 The European Institute for Conflict Resolution may refuse to deal with a given dispute under these Rules:

1. The consumer did not attempt to contact the trader concerned in order to discuss his complaint and seek, as a first step, to resolve the matter directly with the trader,
2. The dispute is frivolous or vexatious in European Institute for Conflict Resolution’s sole opinion,
3. The dispute is being or has previously been considered by another ADR entity or by a court,
4. The consumer has not submitted the complaint to the European Institute of  Conflict Resolution within one year from the date upon which the consumer submitted the complaint to the trader or,
5. Dealing with such a type of dispute would otherwise seriously impair the effective operation of the European Institute for Conflict Resolution in its sole opinion.

Where, in accordance with its procedural rules, the European Institute for Conflict Resolution, refuses to deal with a dispute, it shall provide both parties with a reasoned explanation of the grounds for not dealing with the dispute within three weeks of receiving the complaint file.

2.  Rules of the ADR procedure

2.1 The participation in the procedure does not preclude the possibility of seeking redress through court proceedings.

2.2 The consumer may withdraw at any time from the procedure.

2.3 The natural person in charge of the alternative dispute resolution will not impose a settlement on the parties or render a legally binding award or decision. The parties have the possibility of withdrawing from the procedure at any stage if they are dissatisfied with the performance or the operation of the procedure. They shall be informed of that right before the procedure commences.

The parties, before agreeing  or following a proposed solution, are informed that:

a.they have the choice as to whether or not to agree to or follow a proposed solution

1. participation in the procedure does not preclude the possibility of seeking redress through court proceedings
2. the proposed solution may be different from an outcome determined by a court applying legal rules
3. of the legal effect of agreeing  or following such a proposed solution
4. they are allowed a reasonable period of time to think

2.4 The dispute resolution procedures are limited in time to one hour.

2.5 In the event of an ADR procedure successfully leading to a Settlement, the natural person who is in charge draws up an agreement record. The original agreement can be submitted by the her unilaterally, upon the request of one of the parties, to the Secretariat of the Court of First Instance of the local jurisdiction where the ADR procedure took place. Once submitted in this manner, the agreement becomes enforceable. Once deposited with the secretariat of the single-member court of first instance, the agreement is an enforcement order as provided for in Article 904(2)(c) of the Code of Civil Procedure if it includes an agreement between the parties on an enforceable demand. In case, a settlement is not achieved or a party withdraws from the procedure, a non- Settlement Agreement is drawn up by the European Institut of Conflict Resolution.

3. Preliminary stage of the ADR procedure

3.1 Before submitting the complaint to the European Institute of  Conflict Resolution, the consumer should contact the trader by any appropriate means, with the aim of resolving the dispute amicably.

3.2 If the consumer wishes to proceed to alternative dispute resolution, a complaint form including all relevant documentation pertaining to that complaint must be returned to the European Institute for Conflict Resolution.

3.3 The Consumer must submit the Complaint Form to the European Institute for Conflict Resolution by the Claim Limitation Date. The trader may, but cannot compelled to, agree to the ADR procedure if the complaint form is received by the European Institute for Conflict Resolution after the Claim Litigation Date. The consumer may submit the complait form and all the relevant information online as well.

The trader, unless he is compelled, is not obliged to use the ADR procedure but he is required to inform the consumer about the ADR procedure and the ADR entity.

3.4 The European Institute of  Conflict Resolution will inform the trader that a Complaint File has been submitted from the consumer and shall provide the consumer with a copy of the complaint file.

3.5 The European Institute for Conflict Resolution will prepare and send the Agreement to ADR procedure to the parties and a guide to prepare their ADR case. The parties and their representatives must sign the Agreement to ADR procedure within 5 days of the European Institute for Conflict Resolution sending to them the Agreement to ADR procedure.

3.6 The European Institute for Conflict Resolution will liaise with the parties to agree a suitable date and time for the ADR procedure.

3.7 Each party will prepare and deliver to the European Institute for Conflict Resolution, 5 days prior to the scheduled ADR procedure a concise summary (“Position Statement”) of the matter in dispute, copies of documents referred to in the Position Statement and those documents which the parties intend to refer to during and after the ADR procedure.

3.8 The Position Statement and the documents referred to therein are private and confidential and will not be disclosed by the natural person in charge of the ADR to the other party or to any third party unless expressly authorized to do so by the party who has provided the Position Statement.

3.9 There is no obligation on the parties to exchange Position Statements however they are encouraged to do so. Similarly, the parties are encouraged to prepare and agree a joint bundle of documents.

3.10 The Complaint Form, Position Statements and the Agreement to ADR procedure constitute the Complete Complaint File (“Complete Complaint File”) and the European Institute of  Conflict Resolution will confirm receipt of the Complete Complaint File to both parties

4. On the receipt of the Complete Complaint File

4.1 On receipt of the Complete Complaint File, the European Institute for Conflict Resolution will appoint a neutral, impartial and independent natural person for the ADR procedure.

4.2 The natural person in charge of the ADR will confirm to the European Institute for Conflict Resolution the acceptance of his appointment and declare that he has no conflict of interest in the matter in dispute.

4.3 The European Institute for Conflict Resolution will inform the parties of the appointment and the name of the natural person in charge of dispute resolution and will send the Compete Complaint File to the natural person in charge.

4.4 The natural person in charge will consider all documentation and may ask for further information from the parties.

4.5 The natural person in charge of the dispute shall have the widest discretion permitted by law to mediate the dispute in accordance with natural justice. In particular, he has the power to direct the procedure of the ADR session, including varying time limits and other procedural requirements, and to:

4.5.1 allow the parties to submit in writing further evidence and/or to amend the Position Statements;

4.5.2 conduct written enquiries and receive and consider additional documentary evidence as he sees appropriate;

4.5.3 end the ADR session if he considers the case to be incapable of resolution under these rules.

4.6 If any party fails to deliver anything required by the natural person in charge of the dispute, the ADR procedure will proceed as the natural person in charge considers appropriate.

4.7 The European Institute for Conflict Resolution will appoint a new natural person in charge of the dispute if the natural person in charge originally appointed is unable to deal with the dispute. The European Institute for Conflict Resolution will inform the parties if such an appointment is made.

4.8 Within 15 days of the Complete Complaint file being sent to the natural person in charge, or from the date on which the last of the information required by the natural person in charge is submitted to him, and in any event no later than 90 days from the date the Complete Complaint File is received by the European Institute for Conflict Resolution, the natural person in charge will conduct the ADR procedure by physical presence or online.

4.9 Participants for each party shall include at least one person who has full and unlimited legal authority to bind that party to settle the dispute on its behalf. Any restriction on this authority must be notified in writing to the natural person in charge and the European Institute of  Conflict Resolution prior to commencement of the ADR procedure.

4.10 The natural person in charge may hold private, on line or face to face sessions with each and/or their representatives.

4.11 Information received by the natural person in charge through such sessions shall be and remain confidential with the natural person in charge save that:

1. It is an any event publicly available or
2. The natural person is specifically authorized by a party to disclose it to the other party and/or their representatives.

4.12 Furthermore, every party involved in the ADR procedure and the European Institute for Conflict Resolution will keep confidential the fact that the ADR procedure is to take place or has taken place and all information (whether given orally or in writing) produced for or delivered as part of the ADR procedure including the settlement agreement (if any) except in so far as is necessary to implement or enforce any such settlement agreement or as required by any applicable law.

The European Institute for Conflict Resolution takes the necessary measures to ensure that the processing of personal data complies with the rules on the protection of personal data laid down in the national legislation [L. 2472/1997 (50 A’)]

Personal data related to a dispute shall be kept in the database only for the time necessary to achieve the purposes for which the they were collected and to ensure that data subjects are able to access their personal data in order to exercise  their rights, and shall be automatically deleted, at the latest six months after the date of conclusion of the debate.

4.13 The ADR process shall be deemed to continue until any of the following occurs:

4.13.1 a written settlement agreement is executed and signed by the parties,

4.13.2 a written notice of withdrawal is given by the consumer,

4.13.3 the time set for the ADR session has expired without agreement for continuation or resumption.

4.14 The dates and times of the commencement and termination of the ADR process and the reasons therefore shall be advised by the natural person in charge to the European Institute for Conflict Resolution.

4.15 If a settlement is not reached and if so requested and agreed by the parties and the natural person in charge of the dispute, the natural person in charge of the dispute may render a non-binding opinion or recommendation on how a settlement may be reached. In such cases the parties shall have the choice whether or not to agree upon that opinion or recommendation on how a settlement may be reached. In such cases the parties shall have the choice whether or not to agree upon that opinion or recommendation and as part of the ADR process they shall agree upon a reasonable time for each to consider that opinion or recommendation before entering a Settlement Agreement.

4.16 The natural person in charge shall not be liable to any party for any act or omission in connection with any ADR process conducted under these Rules, save for any wrongdoing on his part arising from bad faith.

4.17 The European Institute for Conflict Resolution can only be held liable for acts of bad faith.

5. Costs incurred in the ADR procedure

5.1 The ADR procedure is free of charge for consumers. Each party shall bear its own costs of preparing and submitting its case, including the costs of legal representation, if any, and no legal action may be brought to recover these costs.

5.2 The trader is responsible for all fees, which will be agreed with the European Institute for Conflict Resolution, and paid upon European Institute for Conflict Resolution informing the trader of the claim or of the The trader shall not be entitled to the return of all or part of the fees.

6. Confidentiality

6.1 The European Institute for Conflict Resolution complies with the rules on the protection of personal data laid down in the laws and confidentiality and privacy are respected at all times during the ADR procedure.

6.2 Personal data will only be published as may be required by law, court order or any governmental or regulatory authority.

6.3 Unless requested by either party, the European Institute for Conflict Resolution will destroy all documents concerning the ADR procedure, six months from the ADR procedure date.

a)The procedure is available and accessible for both parties, with electronic and non-electronic means, irrespective of where they reside;
b) the parties have access to the procedure without being obliged to retain a lawyer or a legal advisor, but the procedure shall not deprive the parties of their right to independent advice or to be represented or assisted by a third party at any stage of the procedure;

c) the ADR procedure is free for consumers;

In the event of an ADR procedure successfully leading to a Settlement, the natural person who is in charge draws up an agreement record.

The original agreement can be submitted by the her unilaterally, upon the request of one of the parties, to the Secretariat of the Court of First Instance of the local jurisdiction where the ADR procedure took place. Once submitted in this manner, the agreement becomes enforceable.

Once deposited with the secretariat of the single-member court of first instance, the agreement is an enforcement order as provided for in Article 904(2)(c) of the Code of Civil Procedure if it includes an agreement between the parties on an enforceable demand.

At every stage of the procedure, even after the proposed solution, you have the possibility of seeking redress through court proceedings.

a) You have the possibility of withdrawing from the procedure at any stage if you are dissatisfied with the performance or the operation of the procedure. You will be informed of that right before the procedure commences.

b) Before agreeing or following a proposed solution, you are informed that:

1. You have the choice as to whether or not to agree to or follow the proposed solution;
2. Your participation in the procedure does not preclude the possibility of seeking redress through court proceedings;
3. The proposed solution may be different from an outcome determined by a court applying legal rules.

c) Before you agree to or follow a proposed solution, you are informed of the legal effect of agreeing to or following such a proposed solution.

d) Before you express your consent to a proposed solution or amicable agreement, you are allowed a reasonable period of time to reflect.

Personal data related to a dispute shall be kept in the database only for the time necessary to achieve the purposes for which they were collected and to ensure that data subjects are able to access their personal data in order to exercise their rights, and shall be automatically deleted, at the latest, six months after the date of conclusion of the dispute which has been transmitted to the ODR platform.

That retention period shall also apply to personal data kept in national files by the ADR entity or the ODR contact point which dealt with the dispute concerned, except if the procedural rules applied by the ADR entity or any specific provisions of national law provide for a longer retention period.

The independence and the integrity of ADR entities is crucial in order to gain Union citizens’ trust that ADR mechanisms will offer them a fair and independent outcome. The natural person or collegial body in charge of ADR should be independent of all those who might have an interest in the outcome and should have no conflict of interest which could impede him or it from reaching a decision in a fair, impartial and independent manner.

The natural persons in charge of ADR should only be considered impartial if they cannot be subject of pressure that potentially influences their attitude towards the dispute. In order to ensure the independence of their actions, those persons should also be appointed for a sufficient duration, and should not be subject to any instructions from either party or their representative.

In order to ensure the absence of any conflict of interest, natural persons in charge of ADR should disclose any circumstances that might affect their independence and impartiality or give rise to a conflict of interest with either party to the dispute they are asked to resolve. This could be any financial interest, direct or indirect in the outcome of the ADR procedure or nay personal or business relationship with one or more of the parties during the three years prior to assuming the post, including any capacity other than for the purposes of ADR in which the person concerned has acted for one or more of the parties, for a professional organization or a business association of which one of the parties is a member or for any other member thereof.

1. disputes between traders;
2. disputes in health services provided by health professionals to patients to assess, maintain or restore their state of health, including the prescription, dispensation and provision of medicinal products and medical devices;
3. disputes with public providers of further or higher education

The ADR entity may refuse to deal with with a given dispute on the grounds that:

1. the consumer did not attempt to contact the trader concerned in order to discuss his complaint and seek, as a first step, to resolve the matter directly with the trader;
2. the dispute is frivolous or vexatious;
3. the dispute is being or has previously been considered by another entity ADR or by a court;
4. the consumer has not submitted the complaint to the ADR entity within a pre-specified time limit, which shall not be set at less than one year from the date upon which the consumer submitted the complaint to the trader;
5. dealing with such a type of dispute would otherwise seriously impair the effective operation of the ADR entity.

Where in accordance with our procedural rules, we are unable to consider a dispute that has submitted to us, we shall provide both parties with a reasoned explanation of the grounds for not considering the dispute within three weeks of receiving the complaint file.

The ADR procedure shall not apply to:

1. procedures before dispute resolution entities where the natural persons in charge of dispute resolution are employed or remunerated exclusively by the individual trader;
2. procedures before consumer complaint-handling systems operated by the trader;
3. non-economic services of general interest;
4. disputes between traders;
5. direct negotiation between the consumer and the trader;
6. attempts made by a judge to settle a dispute in the course of a judicial proceeding concerning that dispute;
7. procedures initiated by a trader against a consumer;
8. health services provided by health professionals to patients to assess, maintain or restore their state of health, including the prescription, dispensation and provision of medicinal products and medical devices;
9. public providers of further or higher education.

The Natural Persons in charge of the ADR procedure are Accredited Civil and Commercial Mediators by the Ministry of Justice, Transparency and Human Rights and Accredited ODR mediators ADRg UK.

If  a settlement is not reached and if so requested and agreed by the parties and the Natural Person in charge of the ADR procedure, the Natural Person may render a non-binding opinion or recommendation on how a settlement may be reached. In such case the parties shall have the choice whether or not to agree upon that opinion or recommendation and as part of the Mediation process they shall agree upon a reasonable time for each to consider that opinion or recommendation before entering into a Settlement Agreement.