Debtors Complaints Process
If you’re facing a problem with the Company regarding the management of any credit that concerns you, you may submit your complaint in writing, through the Company’s communication channels as described below.
How to submit your complaint?
You may submit your complaint online or by post. Specifically:
- Online
Send a Complaint Submission Form to the email address clientcomplaints@dovalue.cy
To print the Complaint Submission Form click here.
- By post
Send a letter to the Complaints Management Department of doValue Cyprus Ltd:
P.O. Box 12835, 2253 Latsia, Nicosia, Cyprus
To print the Complaint Submission Form click here.
Important Notice:
In submitting your complaint, you confirm that you have read doValue Cyprus Ltd’s Privacy Policy, found on its website and that you are aware of and accept its provisions. You understand that, for the assessment of your complaint, doValue shall need to process your personal data, as defined in applicable legislation including the GDPR. You further acknowledge and agree that doValue shall process your personal data in line with the applicable legal and regulatory framework and to protect its legitimate interests.
What information we need?
To be able to assess your complaint, you must describe the facts, providing all necessary evidence.
As a minimum, the required information is:
- A detailed description of your complaint indicating your account number
- Your contact details
- Your full name
In the event where there are no contact details and/or a full name, the complaint shall not be examined.
How we handle your complaint?
We investigate any complaint submitted in depth. We assess them objectively and without bias and we inform you in writing within the specified timeframe, as defined by law and/or applicable regulatory frameworks, which is two months after its receipt.
In exceptional cases, where the answer cannot be provided within two months, you will be notified of the reasons for the delay and of the expected date of notification of the answer.