Complaints - What to do

If you are not satisfied with how we have handled your case, you have the opportunity to complain. We take your views very seriously and investigate in a prompt and objective manner what has happened. Our task is to impartially listen to what you have to say and handle your question with care. We will then investigate whether your case has been handled incorrectly. Our goal is to present you with a good solution and provide a detailed explanation of the FOREX handling of your case.

1

Contact the store or customer service

If the error has occurred in a FOREX store, we ask you to start by contacting the store for investigation and answers in your case. To facilitate the handling of your case, we advise you to prepare any documentation.

If the error has occurred via any other contact with us, you are welcome to contact our customer service instead.

2

Still not satisfied? Contact our complaints officer

If you are not satisfied with the decision you have received and feel that your views are not being heard, you are welcome to contact our complaints manager.

Our goal is to respond to incoming cases within 1-3 business days, but the response time may vary depending on the amount of investigative work needed to give you an accurate answer. If we are unable to provide a response within 14 days of receiving your complaint, you will be informed of the reason for this and when a decision will be made. In such a case, you will receive a response no later than 35 days from the time we received the complaint.

Here is a link to the form you can use to submit your complaint to us.

To complaint form
3

Other instances if you are not satisfied

Below is a list of other bodies you can contact if you are not satisfied with the response from the FOREX Complaints officer.

 

Consumer advisor in your municipality of residence

Provides free information and advice on banking and insurance matters.

 

Consumers' Banking and Finance Bureau / Insurance Bureau

Here you get unbiased facts and guidance completely free of charge. They will help you move forward with a case if you are not satisfied with our handling of your complaint. 

Website: www.konsumenternas.se

 

Consumer

You can turn here with questions about the purchase of goods and services, complaints, shopping sustainably and other things that you as a consumer need help with.

Website: www.hallakonsument.se

 

The National Board for Consumer Disputes (ARN)

The National Board for Consumer Disputes examines disputes concerning the purchase of goods and services of various kinds. The dispute should be between a consumer and a company, i.e. not between private individuals or between companies.

Website: www.arn.se

 

General court

It is possible to have the case tried by a general court.

Website: www.domstol.se

 

The EU's online platform for dispute resolution

If you have entered into an agreement with FOREX through the website, you can also report the matter by using the EU's online dispute resolution platform.

www.ec.europa.eu/odr

In the form on the online platform, you should enter the following email address for FOREX: klagomalsansvarig@forex.se