Frontpage News 2016 Fewer customer com...

Fewer customer complaints and banks comply with all decisions

8 February 2016

New figures from the Danish Bankers Association show that the number of complaints about banks to the Danish Complaint Board of Banking Services is falling and for the second year in a row, banks have complied with all decisions from the board. The Danish Bankers Association is delighted about this positive development.
 
A review of all complaints to the Danish Complaint Board of Banking Services in 2015 showed that the total number is in decline. The number of complaints peaked in 2009 with 1,304, while in 2015, this number had decreased by two-thirds to 431 complaints in total.
 
“In the wake of the financial crisis the number of cases at the Danish Complaint Board of Banking Services sharply increased. However, since 2009 the development has reversed and the board is now receiving far fewer complaints. This is positive and we take this as a sign that customers are more satisfied with advice and services in general at banks,” says the Legal Executive Director at the Danish Bankers Association, Kenneth Joensen.  He also highlights the fact that 431 complaints is not a lot, when seen in relation to the thousands of customers, who receive advice and guidance in Denmark’s banks every day of the year.
 
 

Banks comply with decisions

Source: The Danish Complaint Board of Banking Services and the Danish Bankers Association.
 
For the second year in a row, banks are complying with all of the decisions from the Danish Complaint Board of Banking Services.
 
“The fact that banks are complying with the decisions from Danish Complaint Board of Banking Services helps create trust between banks and customers and we are delighted by this news,” Kenneth Joensen says.
 
The figures show that 30 out of 431 customers had their claims fully or partially sustained by the Danish Complaint Board of Banking Services.
 
 

Background

The Danish Complaint Board of Banking Services is a complaints body for private bank customers, who wish to complain about poor or inadequate advice. The board has a chairmanship consisting of a Supreme Court judge, a High Court judge and a City Court judge. One of the three judges from the chairmanship always deals with a complaint, together with four others, who are appointed by the Danish Consumer Council and the Danish Bankers Association.
Source: The Danish Complaint Board of Banking Services and the Danish Bankers Association.
 
Further information:
Head of Media Relations at the Danish Bankers Association, Stine Luise Hansen: Tel.: +45 3016 1009 or slh@finansraadet.dk
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