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Not satisfied with the outcome of your complaint?

The Customer Ombuds acts as Nordea’s internal dispute resolution function. If you are not satisfied with the outcome of your complaint, you can ask the Customer Ombuds to review the matter.

The Customer Ombuds will assess the matter based on the information available. They will check whether your complaint has been handled appropriately and whether the outcome is in accordance with the bank’s practices and good banking practice.

You can contact the Customer Ombuds when:

  • you have made a complaint to Nordea about the matter 
  • you have received a response or decision on your complaint 
  • you are not satisfied with the response or decision you received.

If you have not yet made a complaint, please first contact our Customer Service using our complaint form or via Omaposti.

The Customer Ombuds cannot review pending matters or matters that are being considered by an independent dispute resolution body.

The Customer Ombuds does not carry out banking transactions or provide advice.

The Customer Ombuds does not review credit decisions or decisions for which a different appeal process is specified in the decision. In such cases, please follow the appeal instructions provided with the decision.

You will receive a written response via Nordea Mobile or Netbank or through Omaposti.

Contact the Customer Ombuds using the form

Independent dispute resolution bodies

If you are not satisfied with Nordea’s decision, you can also contact an independent dispute resolution body.

  • The Finnish Financial Ombudsman Bureau (FINE) provides advice on complaints regarding insurance policies, banking and securities and helps settle disputes. FINE’s Complaints Boards for Insurance, Banking and Investment issues provide recommendations for resolutions.
    More information: www.fine.fi/en
  • The Consumer Disputes Board may issue a recommendation for resolving a dispute between a consumer and a business concerning, for example, a financial service or a related agreement. The Board does not consider matters relating to securities.
    More information: www.kuluttajariita.fi/en
  • The Consumer Advisory Services of the Finnish Competition and Consumer Authority provide free advice and mediation assistance if your complaint to a business does not lead to the outcome you were hoping for.
    More information: www.kkv.fi/en/consumer-affairs/consumer-advisory-services
  • District court. You can submit your case to a district court regardless of whether you have appealed to any of the dispute resolution bodies mentioned above.
    More information: www.oikeus.fi/en

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