Complaints at Handelsbanken
Handelsbanken takes complaints very seriously. As a result, 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. You can find the contact details for your branch here

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. Please call 020 7578 8000 to find your regional management contact in the bank.

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 and try and resolve it within three business days, following the day they have received it. They 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 telling you who is responsible for the resolution of your complaint and what you can expect in terms of further communication. When the investigation is complete, a Final Response letter will be sent to you with our decision and information about the FOS. We intend 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 days, and will send you a Final Response letter as soon as their investigation has been completed. If there are exceptional circumstances where your complaint takes longer than 15 days to investigate the branch will send you information about how to refer your complaint to the FOS, and aim to resolve your complaint within 35 days.

The Financial Ombudsman Service (FOS)
If you are unhappy with our 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 of the date of our final response.

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

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