Themis Services is closely tracking the evolving global public’s opinion and key trends around COVID-19.

Learn More

MANAGEMENT
OF COMPLAINTS

You are entitled to make a complaint regarding a Themis product or service.
We seek to resolve any concerns or complaints fairly and promptly.

Themis Portfolio Management Limited (hereafter referred to as “Themis”) has a defined policy for Complaints Handling & Management. This Policy is designed to provide the foundation for implementing a consistent, diligent, efficient and impartial approach for the handling of complaints; introduce appropriate organisational governance for these matters; and implement tools for structured complaints management. Our aim is to consider fairly and handle efficiently and effectively all complaints.

How to

If you wish to file a complaint, please complete the form below or write to us by providing all relevant details shown.
box-icon-1

By post

Customer Service Department
Themis Portfolio Management Ltd

60 Armenias
2006, Strovolos
Nicosia
Cyprus

by email

By email

complaints@themispm.com

You may find here the
Submission of Appeal on Restructuring Form
and the Complaint Form

In doing so, kindly be reminded that you are expressly providing your consent to us in processing your respective personal information that you shall provide as part of your complaint. Please review our Privacy Policy You are also reminded of your right to withdraw such consent by writing to dpo@themispm.com to this effect, without however affecting the lawfulness of processing which has happened before such withdrawal.
* - Please note that complaints or appeals with regards to the loan restructuring process are addressed separately, in line with the Code of Conduct in Arrears Management. To raise an objection or appeal an offer or decision regarding an offer we have made to you, please contact us at appeals@themispm.com

Our complaints Handling Process

In this respect, we inform you of your right to file a complaint regarding Themis and our operational procedures or our employees. Our commitments to you regarding your complaint are as follows:

  • All complaints filed with us via the allowed methods, shall be acknowledged and duly recorded and their progress in responding to you, followed up.
  • We shall make every reasonable effort to consider your complaint and respond within the deadlines applicable in all relevant legislative and regulatory requirements. If a delay is anticipated vis-à-vis such requirements, we shall inform you as soon as we foresee such a possibility.
  • We shall consider all relevant information regarding your complaint in a thorough, consistent and fair manner, ensuring the independence of the persons evaluating your complaint from those against whom the complaint may relate.
  • Our response shall be in writing in as simple and understandable language as possible.
ICLAIM Centre

ADDRESS: 13, Lord Byron Avenue, 1096 NICOSIA.

POSTAL ADDRESS: P.O. Box 25735, 1311 NICOSIA.

TELEPHONE: 22848900 (central number)

FAX: 22660584, 22660118

E-MAIL: enquiries@financialombudsman.gov.cy
complaints@financialombudsman.gov.cy

themis-complaints_management-img

Useful Resources

  1. The Arrears Management Directives
  2. Personal Financial Statement (xls)
  3. Borrowers' and Themis Servicing obligations
  4. Submission of Appeal on Restructuring Form
  5. Complaint Form