I would like to give you feedback. How do I do this?
We at Qred Bank AB value our customers' opinions as we always strive to develop our services and our customer service. We want to know what you think and we appreciate feedback on how you experience our products, services and customer service. Your feedback will be reviewed and evaluated by the person responsible for the product or service in question. Please contact our customer service via the contact details below to share your views.
I am unhappy with how you have handled my case. How do I make a complaint?
Everyone has the right to expect good service and to get help if something has gone wrong.
If you are dissatisfied, we ask you to first contact Qred's customer service using the contact details above to give them a chance to resolve any issues or misunderstandings that have arisen. They want to help and always try to handle any issues or misunderstandings that arise quickly, efficiently and with a positive approach. We will also ensure that your views are passed on as feedback to improve our products and services.
If possible, we will always try to resolve your case at your first contact with Qreds customer service. If this is not possible, or if you are not satisfied with our handling of the matter, please refer to the section below.
I have contacted customer service, but I am still not satisfied with the handling. What should I do to take it further?
The company has appointed Qred's Customer Operations Manager as the complaints manager. If you are dissatisfied with the response you have received from our customer service, we recommend that you send a request for redress to Qred's Complaints Manager by using the form here or via email to complaints@qred.com. The Complaints Manager will then as impartially, thoroughly and efficiently as possible review the case and make a new assessment.
Your case can be handled either by escalating it internally with us at your request, or by you choosing to send the request directly to the Complaints Officer via the form or email address provided above.
The written request must contain complete information about the case in order to be processed. The complaints officer needs to know what has happened in your previous contacts with us, a description of why you are not satisfied and how you would like us to resolve your case.
You will receive a response as soon as a final decision is made, no later than 14 business days from the day the complaint was received by us.
If we cannot resolve your case within the set time period, we will contact you within the 14 business days with information on why it is taking longer than expected, when a response can be expected and how we will proceed with your complaint. In such a situation, a final decision will be communicated to you within 35 business days from the day the complaint was received by us.
You will always receive your response in writing, unless you and Qred have agreed otherwise.
If your complaint is rejected by Qred for any reason, or if Qred has not been able to meet your request, you have the option to have the case reviewed by a court.
Complaints are processed in accordance with applicable legislation and the regulations and guidelines issued by the FSA and the European Banking Authority.
Whistleblower
If you have information about, or a reasonable suspicion of, a potential offense in relation to Qred, you can submit a report for processing here. You will receive an acknowledgment from Qred within 7 days. The designated impartial investigator will then conduct a thorough investigation and contact you with the outcome of the investigation within 90 days of receiving the report. Whistleblowing reports are confidential and handled in accordance with the EU Whistleblower Directive.
Here you can report your case and follow an open case, completely anonymously.
