{"id":24397,"date":"2025-04-01T08:55:13","date_gmt":"2025-04-01T08:55:13","guid":{"rendered":"https:\/\/www.gepgroup.gr\/services\/%cf%80%ce%bf%ce%bb%ce%b9%cf%84%ce%b9%ce%ba%ce%ad%cf%82-%ce%ba%ce%b1%ce%b9-%cf%80%ce%b9%cf%83%cf%84%ce%bf%cf%80%ce%bf%ce%b9%ce%ae%cf%83%ce%b5%ce%b9%cf%82\/complaints-handling-policy\/"},"modified":"2025-05-27T08:46:34","modified_gmt":"2025-05-27T08:46:34","slug":"complaints-handling-policy","status":"publish","type":"page","link":"https:\/\/www.gepgroup.gr\/en\/services\/policies-and-certifications\/complaints-handling-policy\/","title":{"rendered":"Complaints Handling Policy"},"content":{"rendered":"[vc_row type=&#8221;in_container&#8221; full_screen_row_position=&#8221;middle&#8221; column_margin=&#8221;none&#8221; column_direction=&#8221;default&#8221; column_direction_tablet=&#8221;default&#8221; column_direction_phone=&#8221;default&#8221; scene_position=&#8221;center&#8221; top_padding=&#8221;3%&#8221; constrain_group_1=&#8221;yes&#8221; bottom_padding=&#8221;3%&#8221; text_color=&#8221;custom&#8221; custom_text_color=&#8221;#173d67&#8243; text_align=&#8221;left&#8221; row_border_radius=&#8221;none&#8221; row_border_radius_applies=&#8221;bg&#8221; overflow=&#8221;visible&#8221; overlay_strength=&#8221;0.3&#8243; gradient_direction=&#8221;left_to_right&#8221; shape_divider_position=&#8221;bottom&#8221; bg_image_animation=&#8221;none&#8221; gradient_type=&#8221;default&#8221; shape_type=&#8221;&#8221;][vc_column column_padding=&#8221;no-extra-padding&#8221; column_padding_tablet=&#8221;inherit&#8221; column_padding_phone=&#8221;inherit&#8221; column_padding_position=&#8221;all&#8221; column_element_direction_desktop=&#8221;default&#8221; column_element_spacing=&#8221;default&#8221; desktop_text_alignment=&#8221;default&#8221; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_backdrop_filter=&#8221;none&#8221; column_shadow=&#8221;none&#8221; column_border_radius=&#8221;none&#8221; column_link_target=&#8221;_self&#8221; column_position=&#8221;default&#8221; gradient_direction=&#8221;left_to_right&#8221; overlay_strength=&#8221;0.3&#8243; width=&#8221;1\/1&#8243; tablet_width_inherit=&#8221;default&#8221; animation_type=&#8221;default&#8221; bg_image_animation=&#8221;none&#8221; border_type=&#8221;simple&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221;][nectar_responsive_text inherited_font_style=&#8221;default&#8221; text_color=&#8221;#173d67&#8243; font_size_desktop=&#8221;1.5vw&#8221; text_direction=&#8221;default&#8221; font_line_height=&#8221;1.6&#8243;]GEP management is committed to implementing and continuously improving the handling of complaints and to demonstrate to stakeholders its determination to serve their needs.[\/nectar_responsive_text][\/vc_column][\/vc_row][vc_row type=&#8221;in_container&#8221; full_screen_row_position=&#8221;middle&#8221; column_margin=&#8221;none&#8221; column_direction=&#8221;default&#8221; column_direction_tablet=&#8221;default&#8221; column_direction_phone=&#8221;default&#8221; scene_position=&#8221;center&#8221; text_color=&#8221;dark&#8221; text_align=&#8221;left&#8221; row_border_radius=&#8221;none&#8221; row_border_radius_applies=&#8221;bg&#8221; overflow=&#8221;visible&#8221; overlay_strength=&#8221;0.3&#8243; gradient_direction=&#8221;left_to_right&#8221; shape_divider_position=&#8221;bottom&#8221; bg_image_animation=&#8221;none&#8221; gradient_type=&#8221;default&#8221; shape_type=&#8221;&#8221;][vc_column column_padding=&#8221;no-extra-padding&#8221; column_padding_tablet=&#8221;inherit&#8221; column_padding_phone=&#8221;inherit&#8221; column_padding_position=&#8221;all&#8221; column_element_direction_desktop=&#8221;default&#8221; column_element_spacing=&#8221;default&#8221; desktop_text_alignment=&#8221;default&#8221; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_backdrop_filter=&#8221;none&#8221; column_shadow=&#8221;none&#8221; column_border_radius=&#8221;none&#8221; column_link_target=&#8221;_self&#8221; column_position=&#8221;default&#8221; gradient_direction=&#8221;left_to_right&#8221; overlay_strength=&#8221;0.3&#8243; width=&#8221;1\/1&#8243; tablet_width_inherit=&#8221;default&#8221; animation_type=&#8221;default&#8221; bg_image_animation=&#8221;none&#8221; border_type=&#8221;simple&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221;][nectar_responsive_text inherited_font_style=&#8221;default&#8221; text_direction=&#8221;default&#8221; font_line_height=&#8221;1.6&#8243;]GEP manages all customer and stakeholder complaints with transparency, impartiality, immediacy and confidentiality. The company is also committed to:[\/nectar_responsive_text]<div class=\"nectar-fancy-ul\" data-list-icon=\"icon-salient-check\" data-animation=\"false\" data-animation-delay=\"0\" data-color=\"accent-color\" data-spacing=\"25px\" data-alignment=\"left\"> \n<ul>\n<li>Ensure that its complaints handling policy is visible, understandable and accessible to all stakeholders<\/li>\n<li>Observe the applicable national and EU legislation, while respecting its commitments to the protection of personal data<\/li>\n<li>Develop and implement a comprehensive complaints management strategy, encouraging open dialogue<\/li>\n<li>Promote a culture of recognizing the value of complaints, and encouraging staff to treat complaints as opportunities for improvement<\/li>\n<li>Set and monitor realistic targets for the resolution of complaints, as well as the continuous improvement of the system<\/li>\n<li>Ensure adequate resources for the effective handling of complaints, by continuously training the staff involved.<\/li>\n<li>Implement a comprehensive complaint monitoring and handling system, in accordance with ISO 10002<\/li>\n<\/ul>\n <\/div>[nectar_responsive_text inherited_font_style=&#8221;default&#8221; text_direction=&#8221;default&#8221; font_line_height=&#8221;1.6&#8243;]GEP provides all interested parties and customers with free complaint submission channels, under one of the following options:[\/nectar_responsive_text]<div class=\"nectar-fancy-ul\" data-list-icon=\"icon-salient-check\" data-animation=\"false\" data-animation-delay=\"0\" data-color=\"accent-color\" data-spacing=\"25px\" data-alignment=\"left\"> \n<ul>\n<li>By email: <a href=\"mailto:info@gepgroup.gr\">info@gepgroup.gr<\/a><\/li>\n<li>By telephone: <a href=\"tel:2109405866\">2109405866<\/a><\/li>\n<li>By sending a letter to the address: 51 Samou &amp; Frangoklisias, Marousi 15124<\/li>\n<\/ul>\n <\/div>[\/vc_column][\/vc_row][vc_row type=&#8221;in_container&#8221; full_screen_row_position=&#8221;middle&#8221; 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