If you lose your card - Card complaints and reporting a lost card

If you detect any card purchases or cash withdrawals you do not recognise in your account transactions or on your credit card invoice, block your card and make a card complaint immediately. You can only make a card complaint about transactions that have been debited to the card. An authorisation hold does not entitle you to a card complaint. Read the instructions below on how to block your card and make a card complaint.

How do I block my card?

If your card is lost or stolen, an ATM seizes it abroad or if you notice transactions that you do not recognise, block your card immediately.

  • To block your card in mobile bank, select the desired card from mobile bank’s accounts section and then select -> Block card.  If you close the card permanently, you will automatically receive a new card.
  • Or call the 24/7 blocking service at 020 333/+358 20 333 (local network charge/mobile call charge).

After you have reported your card lost or stolen, it is important that you monitor the transactions in your bank and/or credit account. If you detect any debits that you have not made yourself, make a card complaint on them immediately to Nordea. You can only make a card complaint about transactions that have been debited to the card. An authorisation hold does not entitle you to a card complaint.

When should I make a card complaint?

Submit a claim to Nordea if you cannot settle the matter with the merchant. Attach a copy of the correspondence (eg hotel room cancellation number) to the claim form and when:

  • you detect card purchases and/or cash withdrawals on your account statement that have been debited to your account and that you have not made yourself.
  • your card purchase has been debited twice.
  • you have not received the products or services you have ordered with the card.
  • the product you have received is defective.
  • the card transaction concerns an agreement that does not bind consumers in accordance with the consumer protection legislation.

Make a card complaint to Nordea only if you have not been able to resolve the matter with the merchant. In cases of card misuse, contacting the merchant is not obligatory.

As an issuer of payment cards, Nordea is liable for any misuse of a payment card in accordance with the Finnish Payment Services Act and the card terms and conditions. When you make purchases with your card’s credit facility, you get extra security: Nordea’s credit cards include unique benefits, such as comprehensive travel insurance for trips abroad, purchase protection insurance and emergency cash.

Please note that the following cases do not always provide grounds for a card complaint: 

  • A car rental agency may be entitled to charge for unpaid refuelling and fines in arrears if this has been agreed on in the car rental agreement.
  • Hotels are entitled to charge unpaid minibar purchases in arrears. Some hotel reservations made online do not include a cancellation right, and hotels have the right to charge the price of one overnight stay as a “no-show” charge.
  • If you have committed yourself to a recurring payment and you want to terminate the service, please contact the service provider.

How do I make a card complaint?

Fill in the Claim/Inquiry request form with care and send it without delay to the address given on the form.

  1. Carefully fill in all the fields on the Claim request -form (pdf, 603 KB)Opens new window and add the necessary attachments* in accordance with the instructions.
  2. Remember to sign the form. If you submit the form using the Contact button in Omaposti/Netbank, your signature is not needed.
  3. Submit the form via the Contact button in OmaPosti/Netbank or send it to the address stated on the form.
  4. Take copies of the card complaint and its attachments for yourself.

*Without the necessary attachments, the complaint processing will be delayed. Attach to the form copies of any material which may prove your right to submit a complaint, such as copies of correspondence between you and the company, your order confirmation, the merchant’s service terms and conditions, receipt, notice of termination, notification you have made to the merchant that you want to withdraw from a regularly 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.

Report to the police

If your card has been stolen, remember to report it to the police in person. The police will investigate the offence based on your report. Attach a copy of the report to the card complaint so that the complaint can be processed.

Nordea will report the crime on your behalf if the card transaction which the complaint concerns has been made fraudulently (ie an unidentified online purchase or a skimmed card). If you have information on the incident which is essential for the investigation, you can report the incident to the police yourself and attach the report to your complaint. If you wish, describe the incident in more detail in the Additional information field.

Read Nordea's general card terms and conditions (pdf, 266 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 (eg e-commerce), 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 you specifically accept your payment obligation related to the order. If the company has not ensured in the electronic agreement that you accept your payment obligation, you are entitled to withdraw from the sale. However, you must request the merchant to cancel the sale.

Download the form

Claim request (pdf, 603 KB)Opens new window