Feedback and Complaints

I want to give you feedback. How do I do that?
At Qred Bank AB, we value the opinions of our customers, as we always strive to improve our services and customer service. We'd love to hear what you think about us and welcome your feedback on how you experience our products, services, and customer service. Your feedback will be reviewed and evaluated by the person responsible for that product or service. Please contact our customer service team using the contact details below to share your comments.

I am dissatisfied with how you handled my case. How do I file a complaint?
Everyone has the right to expect good service and to get help if something went wrong.
If you are dissatisfied, we ask that you first contact Qred customer service using the contact details above so that they have the opportunity to resolve any issues or misunderstandings that have arisen. They are happy to help you and always try to deal with any problems or misunderstandings quickly, efficiently and with a positive attitude. We will also ensure that your comments are provided as feedback to improve our products and services.

Where possible, we will try to resolve your case during your first contact with Qred customer service. If that is not possible, or if you are not satisfied with our handling of the case, please refer to the section below.

I've contacted your customer service but I'm still not satisfied with the processing. What do I need to do to take it up further?

The company has appointed Qred's Customer Operations Manager as complaints officer. If you are dissatisfied with the response you received from our customer service, we recommend that you submit a review request to Qred's complaints officer by filling out the form here to be used or via email to complaints@qred.com. The complaints officer will then review the case as impartially, carefully and efficiently as possible and make a new decision.

Your case can be dealt with by escalating it internally with us at your request, or by choosing to submit the request directly to the complaints officer using the form or email address listed above.

The written request must contain full information about the case in order to be considered. The complaints officer should know what 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 an answer as soon as a final decision has been made, no later than 14 working days from the day we receive the complaint. If we are unable to resolve your case within the time limit, we will contact you within 14 business days with information about why it is taking longer than expected, when to expect a response, and how we will proceed with your complaint. In such a situation, you will be notified of a final decision within 35 business days from the day we receive the complaint.

You will always receive a written response unless you and Qred have agreed otherwise.

If your complaint is rejected by Qred for any reason or if Qred has been unable to comply with your request, you have the option to bring the case to a general court.

Complaints are handled in accordance with applicable laws and regulations and guidelines set by the Swedish Financial Supervisory Authority and the European Banking Authority.

Whistleblowers

If you have information about, or have a reasonable suspicion of, a possible violation of the law with regard to Qred, you can report treatment here. You will receive confirmation of receipt from Qred within 7 days. The appointed impartial case manager will then conduct a thorough investigation and contact you with the result of the investigation within 90 days of receiving the report. Whistleblower reports are confidential and are treated in accordance with the EU Whistleblower Directive.

here you can report your case and follow an ongoing case, completely anonymously.