Customer complaints
We take customer complaints very seriously as they offer us the opportunity to improve our services. Handelsbanken’s customer complaints policy applies throughout the whole Group. The policy states that all complaints must be dealt with correctly, carefully and as efficient as possible.

What should I do first
If you have any concerns or if you would like to file a formal complaint, please contact your Account Manager.

You can contact your account manager by e-mail to our different business departments at the following addresses:
by post to our different business departments:

Svenska Handelsbanken AB (publ), Luxembourg Branch
Private Banking
15, rue Bender
L-1229 Luxembourg

Svenska Handelsbanken AB (publ), Luxembourg Branch
Corporate Banking
15, rue Bender
L-1229 Luxembourg

Svenska Handelsbanken AB (publ), Luxembourg Branch
Handelsbanken Funds
15, rue Bender
L-1229 Luxembourg

When we have received your complaint, we will send you a confirmation of receipt within 10 days and provide a response within a maximum of 30 days as from its receipt, together with an assessment of when our review of the matter is expected to be completed. If the request requires additional processing time (complex searches, etc.), we will notify you within this same period of 30 days.

Reappraisal of decisions
If the response does not fully address your issues, please contact:

Handelsbanken Luxembourg Branch
Att: General Manager
15, rue Bender
Luxembourg, L-1229
Telephone: +352 27 486 1

Dissatisfied with the Bank's decision?
If you are not satisfied with the decision of the Bank, you may file a request to the Commission de Surveillance du Secteur Financier (CSSF) (Luxembourg’s financial supervisory authority) within the framework of an out-of-court complaint resolution procedure. Information about the out-of-court complaint resolution procedure can be found at the CSSF’s web site.



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