We strive to serve our customers in the best possible manner. Sometimes, however, there may be situations where everything does not go as you wish. As our customer, you have the right to have your feedback processed efficiently, fairly and without delay.
We have defined guidelines and procedures for handling customer complaints at Fellow Bank. The goal of the guidelines and procedures is that the customer's perceived error or deficiency in the service is handled in a consistent and appropriate manner in accordance with the current regulations.
We aim to process and answer to customer complaints as quickly as possible, primarily when the customer is in contact with us. If this is not possible, we will respond no later than 15 working days after receiving the complaint. You can get information about the processing of your complaint by contacting our customer service.
We record the complaints and the measures related to their processing to enable reliable follow-up. Fellow Bank's management also regularly receives a report on the received complaints.
To file a complaint, proceed as follows:
You can also file a customer complaint by contacting our customer service by phone or letter.
Pursimiehenkatu 4 A, 00150 Helsinki
Phone 0203 80101 (€0.1717/min)
Weekdays from 9 am to 6 pm
You can also contact the Financial Supervisory Authority, the Consumer Disputes Board or the Office of the Data Protection Ombudsman.
We also regularly collect feedback on the customer experience of our services. The feedback we receive from customers provides important information about the quality of our services and customer satisfaction and helps to further develop services and operating methods.
As a customer, you can give feedback and development ideas in the mobile and net bank. Both have a feature called "Feedback" or "Give feedback".