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 complain?

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 the Bank's District Management team, who will arrange an independent review of your complaint to be undertaken. To find your District Management team contact, please call the Handelsbanken Customer Connect team on 0800 470 8000, or if you are abroad: +44 20 757 88247.

You can also contact us directly using the below form:

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 resolution letter detailing the outcome. 

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 endeavour to 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.

Reporting malpractice and whistleblowing

Handelsbanken has a zero tolerance of malpractice and it is our policy to conduct all our business in an honest and ethical manner. If you've witnessed something that you believe is wrong, or have concerns about misconduct or unethical behaviour in connection with a Handelsbanken employee, please contact us. Any issue raised will be treated in strict confidence.

Contact details

If you prefer to send a letter please address it to:

Handelsbanken Compliance 
3 Thomas More Square 

The Financial Ombudsman Service (FOS)

If you are unhappy with our final decision you can contact the Financial Ombudsman Service (if eligible), which is an independent expert in settling complaints between consumers and financial services providers. They will not charge you to review your complaint, however you must contact them within six months of the date of our resolution letter. 


Phone: 0800 023 4567 (free from UK landlines and mobile phones)
Post: Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London, E14 9SR

Complaints data

Financial Conduct Authority rules require us to provide them with a report of our complaints data every six months. In certain circumstances, we are also required to publish a summary of our complaints data.

Period covered in this report: 1 July – 31 December 2023

Product / service grouping Provision (at reporting period end date) Intermediation (within the reporting period) No. of complaints opened No. of complaints closed % closed within 3 days % closed after 3 days but within  8 weeks % upheld Main cause of complaints opened
Banking & credit cards 3.55 per 1000 accounts N/A 401 411 59% 39% 54% General admin/ Customer service
Home finance 4.67 per 1000 balances outstanding N/A 74 75 37% 57% 57% General admin/ Customer service
Credit related N/A N/A 33 34 N/A N/A 41% N/A