What do I do if I have 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 Customer Service at the contact details here. They are keen to sort out problems or misunderstandings that have arisen, and always try to deal with complaints promptly, effectively and with a positive response. We will also ensure that your feedback is taken forward as feedback to improve our services and products. 

If possible, we always try to sort out your case during your first contact with us. If this is not possible, or if you are not satisfied with our handling of the case, please refer to the section below. 

I have contacted your Customer Service with a complaint, but I am still not satisfied. What should I do?

If you are still dissatisfied with the response you received from us, we recommend that you send a request for processing to Qred's complaint officer using the form here. The complaint officer will then, in an impartial manner, review the matter carefully and reassess. 

The written request shall contain complete information on the case. The complaint 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 reply as soon as a final decision has been made, no later than within 15 working days. If we are unable to resolve your case within the specified time period, we will contact you with information about why it will take longer and how we will proceed with your complaint.

Keep in mind that our complaint officer only looks at cases previously handled by Qred Customer Service. If this is the first time you have contacted us about your case, please contact our Customer Service.

Complaints are handled on the basis of PSD2 guidelines and the regulations developed by the Swedish Financial Supervisory Authority.