How to dispute a card complaint

When to dispute a transaction

To raise a dispute, you will need to wait until the transaction shows as a debit on your card transactions. In other words, you can’t dispute a pending transaction. You should dispute a transaction within two months of the debit date at the latest.

You can dispute a transaction if:

you notice card purchases, transfers from your credit account or cash withdrawals on your account statement or credit card invoice that you don’t recognise
your card was charged twice for the same transaction and the seller hasn’t refunded the double charge to your card
you didn’t receive the goods or services you have ordered
you received faulty goods
the card transaction concerns an agreement that is not binding on consumers under the consumer protection legislation.

Did you know that?

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.

If you are entitled to a reimbursement, such as a refund or compensation, from a seller based on a breach of contract, the Finnish Consumer Protection Act provides that Nordea and the seller will be jointly liable for the payment you are owed.

Please note that

car rental companies reserve the right to charge refills and fines in arrears.
hotels reserve the right to charge unpaid mini bar purchases or the price for one night as a no-show fee in accordance with their cancellation policy.
card transactions charged by some companies may appear under a different company name on your invoice. This is often the case with restaurants and taxi companies.
if you are under 18, you can dispute a card transaction if you have your parents' consent. If both your parents are your guardians, you will need to ask for consent from both of them.

If you have signed up for a service that involves recurring payments and you would like to terminate the service, please contact the service provider.

If your card or card details are stolen, block your card immediately and report the case to the police.

If your card is lost or falls into the wrong hands

Please read our instructions on how to block your card

How to dispute a transaction depending on the card you have

If you want to dispute a transaction that has been charged to your credit card, write down the first four digits of your card number. Then follow the instructions for your card below. You can also find below instructions on how to dispute a debit card transaction that has been charged directly to your bank account. You should always submit the required attachments together with the dispute form. Without the required attachments, it will take longer to process your dispute.

A credit card transaction made with a Mastercard beginning with the numbers 5225, 5228 or 5396

How to dispute a transaction on Nets’ website

First check that the transaction you want to dispute was made with a Mastercard beginning with the numbers 5225, 5228 or 5396.
Dispute the transaction on Nets’ websiteOpens new window. Click on the “Tee sähköinen oikaisupyyntö Nordea” link on the website and fill in the form.
Follow the instructions on Nets’ website and attach the requested documents.

Alternatively, you can fill in a printable version of the form and send it to the address stated on the website.

If we need any further information from you during the dispute process, we will contact you via email or by letter. Remember to check your email regularly, including the junk mail folder.

Don’t forget attachments

Without the required attachments, it will take longer to process your dispute. Follow the instructions provided and attach to the form copies of all documents which may prove your right to compensation, for example:

a copy of any correspondence between you and the seller
a copy of an order confirmation, the seller’s service terms and conditions, a receipt or a notice of termination
a copy of the notification you have given to the merchant stating that you want to withdraw from an agreement involving recurring payments, as you haven’t specifically accepted the payment obligation related to the agreement (the seller’s terms and conditions were unclear)
a copy of the police report if you have filed one.

Please provide the attachments preferably as PDF files.

Police report

If your card is stolen, file a police report. The police will investigate the offence based on your report. Attach a copy of the police report to the dispute form so that your dispute can be processed. Read instructions and file a police reportOpens new window

Read Nordea’s general card terms and conditions, especially clause 3: Cardholder’s duties and liability. For more information, contact our Customer Service. Read our general card terms and conditionsOpens new window

A credit card transaction made with a Mastercard beginning with the numbers 5430 or 5521

How to dispute a transaction when your credit card number begins with 5430 or 5521

You can dispute the transaction either in Nordea Mobile or by filling in our PDF form. Before raising a dispute, you can try to settle the matter with the seller.

How to dispute a transaction in Nordea Mobile

To dispute a transaction, start by selecting your card in Nordea Mobile under “Accounts and cards”. Then select “Security” and “Dispute a transaction”.
You will be guided through creating the dispute. Most of the information is presented and you are asked to provide some additional information. You might be asked to attach documentation related to the transaction to be disputed.
After you have submitted the dispute to Nordea we will investigate it and get back to you.

How to dispute a transaction using our PDF form

Fill in all fields carefully.
Sign the form. If you submit the form via Omaposti or the Help tab in Nordea Netbank, your signature is not needed.
Attach the requested documents.
Submit the form via Omaposti or the Help tab in Nordea Netbank or send it to the address stated on the form.
Take copies of the form and the attached documents for yourself.

We will send you a message via Nordea Netbank or Nordea Mobile or Nordea’s Omaposti service once we have received your transaction dispute form. Remember to regularly check your messages in Nordea Netbank, Nordea Mobile or Omaposti. We may ask you for further information as we process your dispute.

Fill in our transaction dispute formOpens new window

Don’t forget attachments

a copy of any correspondence between you and the seller
a copy of an order confirmation, the seller’s service terms and conditions, a receipt or a notice of termination
a copy of the notification you have given to the merchant stating that you want to withdraw from an agreement involving recurring payments, as you haven’t specifically accepted the payment obligation related to the agreement (the seller’s terms and conditions were unclear)
a copy of the police report if you have filed one.

Please provide the attachments preferably as PDF files.

Police report

A debit card transaction (charged to your bank account)

How to dispute a transaction made with your debit card (charged directly to your bank account)

You can dispute the transaction either in Nordea Mobile or by filling in our PDF form.

How to dispute a transaction in Nordea Mobile

To dispute a transaction, start by selecting your card in Nordea Mobile under “Accounts and cards”. Then select “Security” and “Dispute a transaction”.
You will be guided through creating the dispute. Most of the information is presented and you are asked to provide some additional information. You might be asked to attach documentation related to the transaction to be disputed.
After you have submitted the dispute to Nordea we will investigate it and get back to you.

How to dispute a transaction using our PDF form

Fill in all fields carefully.
Sign the form. If you submit the form via Omaposti or the Help tab in Nordea Netbank, your signature is not needed.
Attach the requested documents.
Submit the form via Omaposti or the Help tab in Nordea Netbank or send it to the address stated on the form.
Take copies of the form and the attached documents for yourself.

Fill in our transaction dispute formOpens new window

Don’t forget attachments

a copy of any correspondence between you and the seller
a copy of an order confirmation, the seller’s service terms and conditions, a receipt or a notice of termination
a copy of the notification you have given to the merchant stating that you want to withdraw from an agreement involving recurring payments, as you haven’t specifically accepted the payment obligation related to the agreement (the seller’s terms and conditions were unclear)
a copy of the police report if you have filed one.

Please provide the attachments preferably as PDF files.

Police report

What to keep in mind when making purchases with your card

You should always read the terms and conditions of the seller’s service carefully before signing up. By doing this, you avoid committing to any services without realising that they involve recurring payments. When you make an agreement digitally (in an online shop, for example), you as a consumer are entitled to receive the information the seller is legally required to provide in a clear manner before accepting the transaction.

The seller must also ensure that you specifically accept their payment obligation related to your order. If the seller hasn’t ensured in the digital agreement that you accept your payment obligation, you are entitled to withdraw from the sale. However, you must request the seller to cancel the sale.

Mann med nettbrett og kaffekopp ved bord

Card payments are safe if you handle your card carefully, set suitable security limits.

How to dispute a card complaint

When to dispute a transaction

You can dispute a transaction if:

Please note that

Please read our instructions on how to block your card

How to dispute a transaction depending on the card you have

How to dispute a transaction on Nets’ website

Don’t forget attachments

Police report

How to dispute a transaction when your credit card number begins with 5430 or 5521

How to dispute a transaction in Nordea Mobile

How to dispute a transaction using our PDF form

Don’t forget attachments

Police report

How to dispute a transaction made with your debit card (charged directly to your bank account)

How to dispute a transaction in Nordea Mobile

How to dispute a transaction using our PDF form

Don’t forget attachments

Police report

What to keep in mind when making purchases with your card

Use cards safely

Online payments with a credit card

If you lose your card

Need help?

Personal customers

How to dispute a card complaint

When to dispute a transaction

You can dispute a transaction if:

Please note that

Please read our instructions on how to block your card

How to dispute a transaction depending on the card you have

What to keep in mind when making purchases with your card

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Personal customers