Feedback and complaints

I would like to give you feedback. How do I do it?
We at Qred Bank AB value the opinions of our customers, 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 file 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 that you first contact Qred 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 deal with problems or misunderstandings that have arisen 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 upon your first contact with Qred 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 happy with the handling. What should I do to take it further?
The Company has appointed QRED's Customer Operations Manager as its Complaints Officer. If you are dissatisfied with the response you have received from our customer service, we recommend that you send a request for processing to QRED's complaints officer using the form here or by email to complaints@qred.com. The Complaints Officer will then, as impartially, thoroughly and efficiently as possible, review the case and make a new assessment.

Your case may be processed 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 complainant must 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 are unable to resolve your case within the stipulated time period, we will contact you within the 14 banking 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 for any reason your complaint is rejected by Qred, or if Qred has not been able to comply with your request, you have the opportunity to have the matter tried in a court of law.

Complaints are dealt with in accordance with applicable law 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 offence in relation to Qred, you can submit a notification for processing here. You will receive a receipt from Qred within 7 days. The appointed impartial case manager 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.