If you are not satisfied
Your feedback is of great value to us. If we fail to meet your expectations, we would like to know. We take your feedback seriously and aim to handle your complaint in a speedy and professional way. We are 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.
Filing a complaint
If you wish to file a complaint, please contact the FOREX Bank branch you visited. 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.
If you are dissatisfied with our decision
If you are dissatisfied with the decision of the FOREX Bank branch in question, you can either ask the FOREX Bank branch to forward your complaint to our Complaints Manager or you may do so yourself. We aim to process customer complaints in a fortnight. An unusually challenging case may take even longer to process, but we keep the customer informed of our progress in writing or orally.
Address: FOREX Bank Ab, Filial i Finland, PL 1139, 00101 Helsinki
Consumer Advisory Service
If you need impartial information about how banks and financial institutions must handle customer complaints, please contact the Finnish Competition and Consumer Authority (FCCA).
Mailing Address: FCCA, Box 5, 00531 Helsinki
Street Address: Lintulahdenkuja 2, 00530 Helsinki
Telephone: +358 29 505 3000, mon–fri klo 9.00–15.00.
The Consumer Authority’s website and customer service offer general information concerning customer complaints.
Consumer Disputes Board
Consumer Disputes Board has no general information service. Should you require general information please contact a consumer rights advisor. The Board deals with pending written complaints, only.
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.