Complaints Policy for 24Money Spar AB
Satisfied customers is our goal.
24Money has prepared an internal guideline with regards to the handling of complaints in order to ensure that submitted complaints are followed up and handled properly. Complaint handling is also regulated by the Swedish Financial Authority (Sw. Finansinspektionen). The term complaint refers to when a customer of an institute in a specific case communicates concrete dissatisfaction with the handling of a financial service or product.
General comments and/or general dissatisfaction is not considered complains in this context nor is a deficiencies which must be considered of little importance to the customer.
The definition of a complaint can sometimes be perceived as unclear and determining what is an actual complaint may be difficult, but doing so is important since 24Money, in case of complaints, act on the basis of rules and regulations and the internal instruction.
This policy relates to the electronic money issuer as well as nearby services provided by 24Money Spar AB (”24Money”).
- 24Money commitment to you
24Money strives to provide fast, efficient and friendly service to all of its customers. We believe that we are here to provide you with superior service and we aim to ensure that our customers are completely satisfied at all times.
If the customer at any time believe that we do not measure up to these standards or we have given you cause for dissatisfaction, please tell us about your experience. We can assure you that we will listen and do our best to resolve any issue or misunderstanding promptly, fairly and effectively.
- Definition of Complaints
Complaints refers to all issues made by 24Moneys customers, or anyone who has come into contact with 24Money, and who, in a single case, expresses particular dissatisfaction with the handling of any of 24Money’s services, hereinafter referred to as “Complaint”. General dissatisfaction or public opinion is not considered as a Complaint as well as dissatisfaction which must be considered to be of minor importance to the customer.
The person who files a complaint, hereinafter referred to as a “Customer”.
- How to resolve an issue
If possible, immediately raise any issue or complaint to staff at 24Money, by e-mail or phone. Explain the nature of your problem. They will do their best to help you or may refer your issue to an appropriate Supervisor who will attempt to resolve your issue immediately. If this is not possible, they will document the complete details of your complaint and arrange for you to be contacted by a Compliant Manager.
If at any time we do not measure up to these standards or we have given you cause for dissatisfaction, please tell us about your experience. We can assure you that we will listen and do our best to resolve any issue or misunderstanding promptly, fairly and effectively.
- How to initiate a formal complaint
In case of the procedure as described above does not enables us to resolve problems promptly and satisfactorily, we operate a formal complaints procedure to resolve issues that are more complex in nature.
If you have followed the procedure accordingly to Section 2 and you are still not satisfied with the outcome, then you may write a letter or an e-mail to the Complaints Team.
- How the formal complaint process works
Once the formal complaint process is initiated, the following events take place:
- We will write to you wither by letter or by e-mail and will:
- Acknowledgement of your complaint and the details of how we understand it,
- Confirm that our formal complaints process has been initiated and provide you with a reference number for your complaint,
- Provide the name of the staff member who is handling your complaint,
- Enclose a copy of this notice to ensure that you are aware of your complaint process.
- If it is possible for us to provide a final response within the initial acknowledgement letter or e-mail, we will do so. If not, the letter or e-mail will either:
- Request that you provide further information regarding your issue, or
- Explain the reason for the delay, and
- Provide an estimate of the period we require to make a final decision.
- If after a period of 14 days (10 business days) from receipt of your complaint we are still unable to give a final response, we will write to you either by letter or e-mail to:
- Explain why we are still unable to make a final decision and indicate when you can expect us to do so,
- Provide details of how you may refer your complaint to the The National Board for Consumer Disputes.
- In any instance where we have requested additional information or documentation and this is not returned within 1 week, the time in excess of 1 week (5 business days) taken for reply will not be included in calculating the timescale referred to above.
- At any stage, we may issue a final response letter which will either:
- Accept the complaint and, if appropriate, offer redress,
- Offer redress without accepting the complaint, or
- Reject the complaint and give reasons for doing so.
Additionally, the letter will state that it is our final decision and ask you to reply indicating whether you accept or reject our decision.
- Review of dispute
If, at the conclusion of the complaints process, you are unhappy with the outcome then you may request a review of your complaint from The National Board for Consumer Disputes or at District Court in Sweden.
You may contact The National Board for Consumer Disputes by:
- (a) letter addressing your complaint to The National Board for Consumer Disputes, Box 174, 101 23, Stockholm, Sweden,
- (b) telephone on +46 (0)8-508 860 00, or
- (c) e-mail at [email protected]. The National Board for Consumer Disputes.
We sincerely hope that you will never have cause for complaining about any aspect of your dealings with 24Money. However, if you wish to make a complaint the please make sure that you provide as much detail as possible and contact us directly at the contact information included on our complaints page.
Head of complaints at 24Money
If you would like a superior officer at 24Money to try your complaint, you can turn to 24Money’s Head of complaints (Sw. Klagomålsansvarig). If you have a complaint, we ask that you describe your complaint using the forms below and send the form to 24Money at the address above or to [email protected].
Phone: +46 (0)10 150 1600
Email: [email protected]
24Money Spar AB
Box 2078, 750 02 Uppsala
The Swedish Consumers’ Banking and Finance Bureau
If you need or want unpartial information on how financial institutes or banks should handle complaints, turn to your Municipal Consumer advisors (sw. Konsumentvägledningen) or to the Swedish Consumers’ Banking and Finance Bureau (Sw. Konsumenternas Bank- och Finansbyrå).
Konsumenternas Bank- och Finansbyrå
Klara Norra Kyrkogata 33
111 22 Stockholm
Phone: 08-24 30 85
The National Board for Consumer Disputes (ARN)
If you are unsatisfied after 24Money’s Head of complaints has tried your complaint, you can turn to The National Board for Consumer Disputes (Sw. Allmänna Reklamationsavdelningen (ARN)).
Box 174, 101 23 Stockholm
Telefon 08-555 017 00
Please note that there are time and amount limits with regards to the possibility of turning to ARN and that each party bears its own costs during the proceedings regardless of the assessment ARN makes.
Another option is to turn to the public court. If it becomes necessary, you should keep in mind that disputes concerning amounts less than half a base amount (Sw. halvt basbelopp) can be managed within the framework of a simplified trial procedure, so-called “Small Claims (Sw. småmål)”. The greater the amount in dispute the more important it is to through, for example, an agent examine the possibility of success in a trial. You should always consider whether you have any insurance that provides compensation for legal fees or whether you can get legal aid.