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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 24/7 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, following the day it was received. If the branch is able to resolve your complaint within this time, it will send you a written Summary Resolution Communication along with information about the Financial Ombudsman Service (FOS). 

If the branch cannot resolve your complaint within this time, then you will be sent a written acknowledgment letter informing you who is responsible for the resolution of your complaint and what you can expect in terms of further communication. When the investigation in to your complaint is complete, a Final Response letter will be sent to you with our decision and information about the FOS. We aim to provide you with a Final Response letter within eight weeks*; however, should we not be able to complete our investigation within eight weeks we will send you a written response explaining why, and when we expect to be able to provide you with a decision. 

*If your complaint relates to a payment transaction a shorter timescale applies. The branch will investigate and respond to your complaint in 15 business days, and will send you a Final Response letter as soon as their investigation has been completed. In exceptional circumstances; where a complaint may take longer than 15 business days to resolve, the branch will send you a written response explaining why and when we expect to be able to provide you with our decision. In these situations, we will aim to resolve your complaint in no longer than 35 business days.


The Financial Ombudsman Service (FOS)

If you are unhappy with our final decision you can contact the FOS, which is an independent expert in settling complaints between consumers and financial services providers. They will not charge you to review your complaint. If you decide to refer your complaint to the FOS, then you must do so within six months from the date of our final response.

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