Feedback and complaints

I want to give you feedback. How do I do it?

At Qred, we value our customers' opinions as we are always striving to develop our services and customer care. We want to know what you think and value feedback on how you experience our products, services and customer care. Your feedback will be reviewed and evaluated by the person responsible for the product or service in question. Please contact our customer service team using the contact details below to share your feedback.

I am dissatisfied with the way you have handled my case. How do I submit a complaint?

Everyone has the right to expect a good service and to get help if something has gone wrong.

If you are dissatisfied, please first contact Qred's customer service using the contact details above to give them the chance to clear up any problems or misunderstandings that have arisen. They are happy to help, and always try to deal with any problems or misunderstandings that arise promptly, efficiently and with a positive attitude. We will also ensure that your comments are taken forward as feedback to improve our products and services. 

If possible, we always try to clarify your issue during your first contact with Qred's 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 your customer service but I am still not satisfied with the handling. What should I do to take it further?

If you are dissatisfied with the response you have received from our customer service, we recommend that you send a request for action to Qred's Complaints Officer, using the form here or by email to complaints@qred.com. The Complaints Officer will then review the matter and make a new assessment in the most impartial, thorough and efficient way possible. 

Your case may be taken up for handling either by escalating it internally with us at your request, or by choosing to submit the request directly to the Complaints Officer via the form or email address provided above.

The written request must contain complete information on the case in order to be processed. The Complaints Officer will need to know what has happened in your previous dealings with us, a description of why you are not satisfied and how you would like us to resolve your case.

You will receive a reply as soon as a final decision has been taken, no later than 14 business days from the date the complaint was received by us. If we are unable to resolve your case within the time period, we will contact you within 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 date the complaint was received by us. 

You will always receive your answer in writing, unless you and Qred have agreed otherwise together. 

If your complaint is rejected by Qred for any reason or if Qred has not been able to satisfy your request, you have the possibility to have the matter heard by a court of law.

Complaints are handled in accordance with applicable legislation and the regulations and guidelines issued by the Financial Supervisory Authority and the European Banking Authority.

Whistleblowers
If you have information about, or a reasonable suspicion of, a potential breach of law in relation to Qred, you can submit a report for processing here. You will receive a receipt from Qred within 7 days. The designated impartial case manager will then conduct a thorough investigation and contact you with the results of the investigation within 90 days of receipt of the report. Whistleblower reports are confidential and are handled in accordance with the EU Whistleblowing Directive.

Here you can report your case and follow an open case, completely anonymously.

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