If you have a complaint
If you are not satisfied with how we have handled your case, you have the possibility to complain. We take your feedback seriously and will look into the issue in an efficient yet thourough manner. Our task is to impartially listen to what you have to say and handle your question with care. We then investigate whether your case has been handled incorrectly. Our goal is to present a good solution to you and provide a detailed explanation of FOREX handling of your case.
Reach out to the store
If the issue occured in one of our stores, 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. Examples of documentation can be email correspondence that you have had with us, receipt or similar.
Of course, we help you even if you do not have documentation, but the handling of your case may take a little longer.
Still not satisfied? Contact the complaint manager
If you are not satisfied with the response you received from the store that handled your case, you can get the case escalated to the complaint manager in FOREX.
Our goal is to answer incoming cases within 1-3 banking days, but the response time can vary depending on how extensive investigative work is needed to give you a correct answer. If we do not have the opportunity to submit a response within 14 days of receiving your complaint, you will receive information about the reason for this and when a decision will be made. In such a case, you will receive a response within 35 days of receiving the complaint.
Nørre Voldgade 90
1358 København K
Help with your complaint outside FOREX
The public consumer portal
At www.forbrug.dk, consumers can get information and guidance about their rights and how they can lodge complaints.
The Financial Appeals Board
Should you not find our answer satisfactory, you have the opportunity to appeal to the Financial Appeals Board.
It is possible to have the case tried by a general court.