Complaints
Norion Bank Group is a business-oriented Nordic financing bank. Through its brands—Norion Bank, Walley, and Collector—the Group offers tailored financing services that meet distinct customer needs across three segments: medium-sized companies and real estate firms, merchants, and private individuals. As a specialist in financing solutions, Norion Bank Group is a leading complement to traditional major banks, with a vision to be the foremost Nordic financing bank within its selected segments.
Complaints Handling
An effective complaints handling process provides you, as a customer, with an additional opportunity to have your interests safeguarded in cases where the bank has initially made a decision you disagree with. Efficient complaint management also enables Norion Bank to identify potential issues, address them, and implement preventive measures.
If you are not satisfied with the response you have received, you can escalate the matter to the bank's Complaints Officer, who has the authority to review and reassess previous decisions and actions. The Complaints Officer will investigate your case and provide a written response no later than 14 days after the case has been received. If the investigation takes longer, you will be informed accordingly.
You can contact the Complaints Officer at Norion Bank via complaints@norionbank.se or by post:
Norion Bank AB
Attn: Complaints Officer
Box 119 14
SE-404 39 Gothenburg
Sweden
If you wish to file a complaint, please include the following information:
- Your name and contact details
- Whether you are submitting the complaint on behalf of yourself or your company
- Details of the invoice or loan your complaint concerns
- A description of the situation that has led to your complaint
Once the investigation is complete and a decision has been made by the Complaints Officer, you will be informed through the contact method you provided. The response you receive from the Complaints Officer is the bank’s final decision.
If we cannot reach an agreement, you contact:
Municipal Consumer Guidance
Consumer advisors, available in most municipalities, offer free information and advice on household finance and legal matters.
The Swedish Consumers’ Banking and Finance Bureau
This bureau provides independent and free guidance to individuals on payments, loans, savings, and pensions. It offers advice on how to proceed with various matters but does not settle disputes.
Address: Konsumenternas Bank- och finansbyrå, Box 24215, SE-104 51 Stockholm
Phone: 0200-22 58 00
Website: www.konsumenternas.se
The Swedish Consumer Agency
The Consumer Agency provides direct guidance to you as a consumer. On its website, you’ll find answers to various consumer issues. You can also get financial tips or file a report if you believe a company has acted improperly.
Address: Konsumentverket/KO, Box 48, SE-651 02 Karlstad
Phone: 0771-525 525
Website: www.konsumentverket.se
The National Board for Consumer Disputes (ARN)
ARN is a government agency that impartially reviews disputes between consumers and companies. You can contact ARN to have your case reviewed. Please note that ARN charges a fee and has various time and monetary limits for handling cases. The bank agrees to participate in ARN's proceedings.
Address: ARN, Box 174, SE-101 23 Stockholm
Phone: 08-508 860 00
Website: www.arn.se
General Court
Alternatively, if you are dissatisfied with the bank’s decision, you may file a lawsuit at a district court.
Website: www.domstol.se