If you would like to lodge a complaint
Your feedback is of great value to us. If we fail to meet your expectations, we would like to know it. We take your feedback seriously and aim to handle your complaint in a fast and professional way. We will listen openly to your feedback and investigate to see if we have made a mistake or if our products have been faulty. Our goal is to find the best possible solution to your case and give you an explanation of how we intend to deal with your complaint.
REACH OUT TO THE Branch
If the issue occured in one of our branches, we ask you to start by contacting the branch for investigation and answers in your case. In order to facilitate the processing of your complaint, please make certain you have all necessary documents at hand before contacting us. With documents we refer to e.g. the receipt pertaining to your complaint. Naturally we will help you even without proper documentation, but processing your case might take longer.
Still not satisfied?
If you are not satisfied with the decision you received and feel that you haven't been listened to, you are welcome to contact our Complaint Officer.
Our goal is to answer incoming cases within 1-3 banking days, but the response time can vary depending on how extensive investigative work is needed to give you a correct answer. If we do not have the opportunity to submit a response within 14 days of receiving your complaint, you will receive information about the reason for this and when a decision will be made. In such a case, you will receive a response within 35 days of receiving the complaint.
Email:
reklamaatiot@forex.fi
Letter:
FOREX Ab Filial i Finland
PL 1139
00101 Helsinki
Other options
Consumer Advisory Service
If you need impartial information about how companies must handle customer complaints, please contact the Finnish Competition and Consumer Authority (FCCA). The Consumer Authority’s website and customer service offer general information concerning customer complaints.
Mailing Address:
FCCA, Box 5, 00531 Helsinki
Visiting Address:
Lintulahdenkuja 2, 00530 Helsinki
Phone:
+358 29 505 3030, Mon–Friklo 9.00 AM –3 PM.
Website:
www.kkv.fi
Consumer Disputes Board
Consumer Disputes Board has no general information service. Should you require general information please contact a consumer rights advisor instead. The Board deals with pending written complaints only.
Address:
Hämeentie 3, PL 306, 00531 HELSINKI
Phone:
+358 29 566 5200
Email:
kril@oikeus.fi
Website:
https://www.kuluttajariita.fi/sv/index.html
Court of Law
You have the option of taking your complaint to a court of law. We recommend you then proceed with the assistance of a legal counsel and contact your insurance company for further information. In certain instances the home insurance’s legal protection insurance or other insurance may cover the cost of legal counsel.