Filling in the claim form
Fill in the Claim/Inquiry request form with care and send it without delay to the address given on the form.
Claim/Inquiry request (pdf, 1 MB)Opens new window
Send it without delay to the address given on the form once you have detected a transaction which you have not made on your account statement or credit card bill and which requires a card transaction inquiry. If you have not been able to solve the matter with the merchant or have not succeeded in reaching the merchant with reasonable means, send the form to us without further delay. You can also fill in the form at a Nordea branch.
To be able to process your inquiry, it is important that we get enough information on what has happened.
Append to the form all copies of any material which may prove your right to compensation, for example:
- copies of correspondence between you and the company
- a confirmation of order
- the merchant`s service terms and conditions
- a receipt
- a notice of termination
- a notification you have made to the merchant that you want to withdraw from a regulary made agreement, as you have not specifically accepted the payment obligation related to it (the merchant`s terms and conditions were unclear, or
- a possible report of an offence
Take copies of the claim form and its attachments for yourself
Read Nordea's general card terms and conditions (pdf, 108 KB)Opens new window, especially clause 3: Cardholder's duties and liability. For further information contact Nordea Customer Service.
Remember when making (online) card purchases
Read the merchant’s service terms and conditions with care. In this way, you will avoid committing yourself to continuous and recurring payments you are unaware of. If the agreement is to be made electronically (e.g. online shopping), you as a consumer are entitled to receive from the merchant in a clear manner the details mentioned in legislation before accepting the payment transaction.
The merchant must also ensure that the consumer specifically accepts his or her payment obligation related to the order. If the company has not in the electronic agreement ensured that the consumer accepts his/her payment obligation, the consumer is entitled to withdraw from the sale. However, the consumer must request the merchant to cancel the sale.