Customer complaints

We are proud to have so many satisfied customers in Handelsbanken. If you are dissatisfied with something we have done, we want to hear from you. 

We will use your feedback to improve ourselves, and create even better products and services. These guidelines for complaints also include our subsidiary, Stadshypotek AB NUF.

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How to complain

What is a complaint

A complaint is when a customer expresses dissatisfaction with the handling of a service, product or service by us. We request that the complaints are primarily sent to us in writing, so that we are sure of what you are complaining about, what you are asking for, and to ensure documentation of the complaints we receive and that we follow them up in a good way.

Where to send your complaint

If you are a private customer, send us a message from the mailbox in the online bank Opens in a new window. As a business customer, you use the mailbox in Nettbedrift Opens in a new window. Please mark the message with customer complaint. You can upload attachments if you want.

If you do not have access to online banking or Nettbedrift, you can contact us by using Digipost Opens in a new window or by post. Search for Handelsbanken customer complaints, or send your letter to:

Svenska Handelsbanken AB NUF
Complaints Officer
PO Box 1342 Vika, 0113 Oslo

If you wish to direct a complaint to one of our subsidiaries, SHB Liv Forsikringsselskap or Handelsbanken Liv, we ask that you contact Digipost Handelsbanken customer complaints or by post to:

Handelsbanken Liv
Postboks 1960 Vika
0125 Oslo

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  • Our guidelines for complaint handling

    These are Handelsbanken's routines for ensuring proper processing, registration and follow-up of the complaints we receive. The routine applies to Svenska Handelsbanken AB NUF, Stadshypotek AB NUF, and to complaints from both private and corporate customers.

    The bank branches and the Complaints Officer
    We have a central complaints unit ("Complaints Officer") that receives complaints, ensures that any conflicts of interest are identified and handled, strives for equal cases to be treated equally, that the complaint is registered and that an analysis is made of the received the complaints. In Handelsbanken, it is normally the bank branches that process complaints concerning the specific customer relationship. The person responsible for complaints will in some cases also be able to process the complaint himself, e.g. if there is a question of impartiality, conflicts of interest, or if it is otherwise natural that the Complaints Officer handles the case.

    We will make a thorough assessment of your case
    In order to get a complete picture of the complaint, we will obtain all relevant information in order to make a thorough assessment of it.

    Complaints are processed continuously
    We process all complaints continuously, and you will receive a written confirmation as soon as possible that we have received your complaint. The confirmation will contain the expected processing time and information about any right to have the complaint processed by the Appeals Board.

    We say if we need more time
    We will answer you without undue delay. If we are unable to meet the expected processing time, we will inform you of the background for it, and when we believe the complaint will be processed.

    We will speak and write simply
    We will communicate with you in clear and distinct language. If you think we do not succeed, we would love to hear from you.

    We will give you an easy-to-understand reasoning and inform you about the right of appeal
    If we can not accept your appeal, we will give you a written justification that you can understand, and information about the possibility of bringing the case before an appeals board, f. ex. The Financial Complaints Board and Verdipapirforetakenes Forbunds Etisk Råd. 

  • Contact information external appeal bodies

    Finansklagenemda (Financial Complaints Board)
    Postboks 53, Skøyen
    0212 Oslo
    Tlf: 23 13 19 60
    www.finkn.no Opens in a new window
    firmapost@finkn.no

    Verdipapirforetakenes Forbunds Etisk Råd
    Postboks 1501 Vika
    0117 Oslo
    Tlf: 23 11 17 40
    www.vpff.no Opens in a new window
    post@vpff.no