Feedback and complaints

I want to give you feedback. How do I do that?
We at Qeld value our customers' opinions as we are always striving to improve our services and customer service. We love to hear what you think of us and appreciate your 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 team using the contact information 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 has gone wrong.
If you are dissatisfied, we ask that you first contact Qeld customer service using the contact information above so that they have a chance to resolve any problems or misunderstandings that have arisen. They are happy to help you and always try to handle any problems or misunderstandings quickly, efficiently and with a positive attitude. We will also ensure that your comments are passed on as feedback to improve our products and services.

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

I contacted your customer service, but I am still not satisfied with the handling. What should I do to take it further?

The Company has designated the Customer Operations Manager at Qeld as the complaints manager. If you are dissatisfied with the response you received from our customer service department, we encourage you to submit a request for a review to Qeld's complaints manager by using the form here or via e-mail to complaints@qeld.com. The Complaints Manager will then review the matter in as impartial, careful and efficient a manner as possible and issue a new decision.

Your case can be handled by escalating it internally with us at your request, or by choosing to submit the request directly to the complaint manager via the form or email address listed above.

The written request must contain complete information about the case in order to be considered. The complaint manager needs to know what 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 response as soon as a final decision is made, at the latest within 14 business days from the day the complaint is received by us. If we are unable to resolve your case within the deadline, we will contact you within 14 business days with information about why it is taking longer than expected, when you can expect a response 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 is received by us.

You will always receive a written reply, unless you and Qeld have agreed otherwise.

If your complaint is rejected by Qeld for any reason or if Qeld was unable to comply with your request, you have the option of taking the matter to a general court.

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

Whistleblowers

If you have information about, or reasonable suspicion of a possible violation of law related to Qeld, you may file a report here for consideration. You will receive confirmation of receipt from Qeld 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 receipt of the report. Whistleblower reports are confidential and handled in accordance with the EU Whistleblower Directive.

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