Feedback and complaints
How can I give you feedback?
At Qred Bank AB we value our customer's opinion highly as we always strive to improve our services and customer service. We would like to hear what you think and we greatly appreciate feedback about your experiences with our products, services and customer service. Your feedback will be reviewed and considered by the person responsible for the product or service in question. To share your views, you can contact our customer service via the information below.
I am dissatisfied with how my case has been handled. How do I submit a complaint?
All customers have the right to expect good service and help if something has gone wrong. If you are dissatisfied, we ask you to first contact Qred's customer service via the contact information provided. We want to solve problems or misunderstandings quickly, efficiently and with a positive attitude. Your feedback will also be used to improve our products and services.
In most cases, we will try to resolve your case at the first contact with customer service. If this is not possible, or if you are not satisfied with the solution, please read on for more information.
What do I do if I am still dissatisfied after contacting customer service?
If you are not satisfied with the customer service handling, you can send a complaint to Qred's complaint manager, who is our Customer Operations Manager. This is done via a complaint form here or by sending an email to complaints@qred.com. The complaint will be handled in an impartial, thorough and efficient manner.
To ensure fast processing, the written request must contain complete information about the case, what has happened in your previous contacts with us, why you are dissatisfied, and how you would like the case to be resolved.
You will receive a decision within 14 business days after we have received your complaint. If we cannot resolve the matter within this time limit, we will contact you within the 14 business days with an explanation of the delay, when you can expect a response, and how we will continue the processing. The final decision will be given within 35 business days at the latest.
The response will always be given in writing, unless otherwise agreed with you. If your complaint is rejected, or if we are unable to fulfill your request, you can take the matter to the ordinary courts.
Complaints are handled in accordance with current legislation, regulations from Finansinspektionen and guidelines from the European Banking Authority.
Incident notification
If you have information or reasonable suspicion of a possible breach of the law related to Qred, you can submit a notification here, where you can report and follow up on the case, completely anonymously. You will receive a confirmation within 7 days. An appointed, impartial case manager will conduct a thorough investigation and you will be contacted with the outcome within 90 days of the report being received. Whistleblowing reports are treated confidentially in accordance with the EU Whistleblowing Directive.
