If you want to complain, you should contact the bank branch to which you belong. If this does not resolve your problem you can apply to the complaints manager of your bank. Danish legislation requires that all banks have a complaints manager, whose job is to help you in disputes between you and the bank. Apply to your local bank branch to find out the name of the complaints manager, which you can also find on the bank's website.
If you cannot come to an agreement with the complaints manager, you can file a complaint with the Danish Complaint Board of Banking Services. The Danish Complaint Board of Banking Services was established by the Danish Bankers Association, the Danish Amalgamation of Cooperative Banks and the Danish Consumer Council.
Who and what can you complain about - and how?
The Danish Complaint Board of Banking Services handles complaints against Danish and Faroese banks and their subsidiaries, eg, financing companies – but not their mortgage or insurance companies, for which two special complaints boards exist. The Danish Complaint Board of Banking Services also deals with complaints against Danish branches of foreign banks.
You can file a complaint if it concerns a retail customer relationship. Your complaint must relate to a specific property rights dispute regarding a financial claim. The Complaint Board does not consider complaints regarding general matters such as banks' marketing operations or staff conduct.
You must file your complaint on a special complaints form available on request from the Complaint Board secretariat. It costs DKK 200, which will be refunded if you are successful in your complaint.
The Danish Bankers Association urges all banks to follow unanimous rulings made by the Danish Complaint Board of Banking Services.