Feedback and complaints
I have some feedback and ideas on how you could improve your service.
Qeld values our customers’ opinions because we always strive to develop and improve our services. We want to know what you think and appreciate feedback on how you experience our products and services. Your feedback will be reviewed and evaluated by the team responsible for the product or service in question.
Please get in touch with our Customer Service on the following contact details: Email: email@example.com or Phone: 020 - 808 6084.
I am dissatisfied – How can I make a complaint?
Everyone has the right to expect a good service and to have things put right if they go wrong.
If you are dissatisfied, please contact Qeld’s Customer Service in the first instance. They want to sort out problems or misunderstandings that have arisen and they can also take your views further. We aim to deal with all complaints promptly, effectively and in a positive manner. We will also ensure that the concerns you raised with us are also used as an opportunity to improve our services and products.
Wherever possible, we will attempt to resolve the matter during your initial contact with us. If this isn’t possible, or you remain dissatisfied with the outcome offered, please continue to the section below.
What happens if I remain dissatisfied after I’ve received a final response?
If you are dissatisfied with the response you have received from us, we recommend that you send a formal complaint to Qeld's Complaints Officer by using the form here. The Complaints Officer will then, in an impartial manner, review the matter thoroughly and make a new assessment.
The written request must contain complete information about the case. The Complaints Officer needs to know what happened in your previous contacts with us, a description of why you are not satisfied and how you would like us to resolve your case.
You will receive an answer as soon as a final decision has been made, and no later than 15 working days from submitting your formal complaint. If we are unable to resolve your case within this time limit, we will contact you with information on why it is taking longer and how we will proceed with your complaint.
Keep in mind that our Complaints Officer only reviews cases previously handled by Qeld's Customer Service. If this is the first time you get in touch with us about your case, we ask you to turn to our Customer Service team instead.
Complaints are handled in line with PSD2 guidelines and the guidance issued by the Swedish Financial Supervisory Authority.