Feedback and complaints

I would like to give feedback or share ideas on how you can improve your service.

At Qred, we highly value the opinions of our customers, as we always strive to develop and improve our products and services. We want to know what you think of Qred! Your feedback will be processed and evaluated by the team responsible for that product or service. Please contact our customer service through the contact details below if you would like to give feedback or share your ideas with us.

‍I am unhappy with the way my case has been handled. How can I file a complaint?

Everyone has the right to receive good service and help if something has gone wrong.

If you are dissatisfied with the service, please contact Qred Customer Service using the contact details above so that we can resolve any issues or misunderstandings that have arisen. We are happy to help and always try to deal with problems or misunderstandings quickly, efficiently and with a positive attitude. We also ensure that your feedback is forwarded to improve the quality of our products and services.

Whenever possible, we will try to resolve the issue during your first contact with Qred customer service. If this is not possible or you are not satisfied with the handling of the case, see the section below.

I have contacted your customer service but I am still not satisfied with the decision I have received or the handling of the matter. What should I do to continue to take this forward?

Qred has chosen a Customer Service Manager to handle complaints. If you are not satisfied with your response or decision with our customer service, we recommend that you send a request for action to Qred's complaint handler using this form or email to complaints@qred.com. The complaint handler reviews and evaluates the case as impartially, thoroughly and efficiently as possible.

Your case can be adjudicated either by escalating it internally at your request, or by sending the request directly to the complaint handler via the form or email address mentioned above.

A written request must contain full details of the case so that it can be processed. The complaint handler will need information about what has happened in your previous dealings, a description of why you are not satisfied and your suggestions on how you would like us to resolve the matter.

You will receive a response as soon as the final decision has been made, but no later than 14 business days after we receive your complaint. If we are unable to resolve your case during this period, we will contact you within 14 business days and tell you why the matter is taking longer than expected, when you can expect a response and how we will proceed with your complaint. In such a situation, the final decision will be notified to you within 35 business days of receipt of your complaint.

You will always receive your response in writing unless otherwise agreed.

If Qred rejects your complaint for any reason, or if Qred has not been able to comply with your request, you have the opportunity to bring the matter to court.

Complaints will be addressed in compliance with applicable legislation, as well as the rules and guidelines set forth by the Swedish Financial Supervisory Authority and the European Banking Authority.

Whistleblowers

If you have information or reasonable suspicion of a possible violation of the law in relation to Qred, you can submit a report for consideration here. You will receive confirmation from Qred of receipt of the notification within 7 days. A designated impartial case handler will conduct a thorough investigation and contact you with the results of the investigation within 90 days of receipt of the report. Whistleblowers' reports are confidential and handled in accordance with the EU Whistleblowing Directive.

You can report your case from here and monitor an open case completely anonymously.

‍