This is how we process your feedback
Nordea Customer Service handles all customer feedback sent using the feedback forms.
Who handles the feedback?
Depending on the nature of the matter at hand, Customer Service can process it immediately or forward it to the unit responsible for it (usually the account-holding branch). If you have ticked the box next to “I want a reply” on the feedback form, you will receive a reply directly from Customer Service, your own branch or the product unit.
Did you provide all the necessary contact details?
If you are expecting a reply to your feedback, your contact information is important. In order to be able to forward your feedback or request for clarification to your account-holding branch, we must be able to identify you in our customer register. That is why we need to know your name and address, and preferably also your personal identity number, your telephone number and your e-mail address. The online feedback form is protected with SSL technology, which means your contacts with the bank are secure. Please note that we cannot answer any questions pertaining to your banking by e-mail.
For security reasons, you should never send your account number, personal identity number or information on payments or other banking transactions in a normal e-mail message. However, you can send these details safely through Netbank's secure customer mail.
Feedback about quality can also be given anonymously, in which case it will be sent to the responsible unit or the head of branch region for their information.
How quickly will you receive a reply?
We aim to reply to all customer feedback within 3 days, and we will make a decision on a customer complaint within 14 days.
If a matter is urgent, personal customers can also call our Customer Service, tel 0200 70 000 (local network charge/mobile call charge), Mon–Fri 10.00–16.30 (Finnish-language service available 24/7).
Corporate customers can call the number 0200 2121, which is available in Finnish Mon–Sun 24/7 (local network charge/mobile call charge). In urgent matters concerning Corporate Netbank or payments, you can call E-support for corporate customers, tel 0200 67230 (local network charge/mobile call charge), which is open 08.00–18.00 on banking days (08.00–14.00 on short banking days).
Your feedback provides us with important information for improving the quality of our products and services. That is why we value it so much.