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Customer complaints

We take your complaints and comments seriously.
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We have a complaint handling procedure that is designed to resolve complaints fairly and efficiently.

How do I make a complaint?

Your local branch is best placed to ensure your complaint is managed and resolved in a timely manner. To make a complaint you can write, call or (if you would prefer to talk to someone in person) you can visit a branch. 

If your complaint is in relation to your branch manager you can raise the matter with regional bank management who will arrange an independent review of your complaint to be undertaken. To find your regional management contact, please call the Handelsbanken Customer Support team on 020 7578 8000, or if you are abroad: +44 20 757 88247.

You can also email us at complaints@handelsbanken.co.uk

How we manage your complaint

We will endeavour to handle your complaint promptly, whilst considering all relevant information. 

Upon receipt of your complaint, the branch will review it and aim to resolve it within three business days. If the branch is able to resolve your complaint within this time, they will send you a letter along with information about the Financial Ombudsman Service (FOS) if eligible. 

If the branch cannot resolve your complaint within this time, then you will be sent an acknowledgment letter informing you who is responsible for investigating your complaint and what you can expect in terms of further communication. We will maintain regular contact throughout our investigation up until we are able to provide you with our final decision at which point we will send you a final resolution letter*. 

*When your complaint relates to a payment transaction, we aim to resolve your complaint within 15 business days. For all other complaints, please allow up to eight weeks.

The Financial Ombudsman Service (FOS)

If you are unhappy with our final decision you can contact the Financial Ombudsman Service, which is an independent expert in settling complaints between consumers and financial services providers. They will not charge you to review your complaint. Although there are time limits for referring your complaint to the Ombudsman, we will consent to the Ombudsman considering your complaint even if you refer the complaint outside the time limits.

Web: www.financial-ombudsman.org.ukOpens in a new window
Email: complaint.info@financial-ombudsman.org.uk

Phone: 0800 023 4 567 (free from UK landlines and mobile phones)
Post: Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London, E14 9SR