Handling of complaints

We take your complaints seriously.

Complaints help us to identify what doesn't work as well as it should and give us the opportunity to make improvements. 

A woman is standing in an office looking out the window. She is concidering filing a complaint.

Our complaints policy

Handelsbanken's complaints policy applies throughout the Group and it states that all complaints must be dealt with correctly, carefully and as efficiently as possible.

You are entitled to an objective reply, and can also ask to receive this in writing, should you so desire. If your complaint is not accepted as justifiable, you are entitled to an explanation. 

The complaints handling process Step by step

  • 1. Contact your branch office

    If you have a complaint, please contact the person that handled the matter, or the branch manager at your branch, and present your view. If your complaint concerns a matter that occurred in another country, please contact the case handler or the branch where it took place.

  • 2. Request a review

    If you are not satisfied with the branch's decision and would like it to be reconsidered, contact the Bank’s complaints officer or general manager in the country in question. Contact information is available on each country's webpage or via the branch office.

  • 3. Appeal the decision

    If you are not satisfied and wish to appeal the Bank's decision, please contact an established dispute resolution body relevant in your country. You will find more complaints information on each country's webpage.

Find your branch office

Looking for the contact details of your local branch? Need information about requesting a review of a decision or making an appeal? 

If you are a customer in one of our home markets, you can find the relevant information on the respective website.

Locations
A man is talking to a woman at a Handelsbanken branch office.