Are you dissatisfied with our service in banking, wealth management or real estate agency?

Please contact first your own OP cooperative bank or another OP's service provider that served you. If you and the bank or the other OP service provider cannot reach settlement, you can contact a customer ombudsman.

If you are dissatisfied with our service or any of our products offered to you, please always contact first your own OP cooperative bank or another OP service provider that served you to settle the matter.

If the matter cannot be settled by way of negotiation and you demand a written settlement from the OP cooperative bank or the other OP service provider, present your demand in writing, related grounds included (e.g. a letter or email), and include any possible supplementary clarification.

If you are dissatisfied with the settlement received from the OP cooperative bank or the other OP service provider, you can submit your case to OP Financial Group's customer ombudsman.

Customer ombudsman

OP's customer ombudsman handles correction requests related to banking, wealth management services and OP-Kiinteistökeskus real estate agency services independently of previous handlers. The customer ombudsman will examine whether the decision by the OP cooperative bank or the other OP service provider is in compliance with the law, contract terms, legal practice and good banking, insurance or agency practice. Nevertheless, handling decisions on complaints concerning professional investment is outside the scope of the customer ombudsman's service.

The service is free of charge. The average processing time for a correction request is three weeks.

You can submit a correction request in writing by filling in an online form, by email or by post. The correction request must include

  • your name and contact information
  • your personal ID or business ID
  • the OP cooperative bank or the other OP service provider to which the correction request applies
  • the name of the person who handled the matter at the OP cooperative bank or the other OP service provider
  • your claim
  • the grounds for your claim

OP Customer Ombudsman
Gebhardinaukio 1
00013 OP
asiakasasiamies@op.fi

If you are dissatisfied with the customer ombudsman's decision or you do not want to apply for correction by filing a complaint with the customer ombudsman, you may also contact the Finnish Financial Ombudsman Bureau or submit your case to the boards or the court of justice as shown below.

Finnish Financial Ombudsman Bureau

The Finnish Financial Ombudsman Service gives free of charge advice and guidance to customers. The Financial Ombudsman Service's Banking Complaints Board and Investment Complaints Board also issue recommendations for decisions in disputes. The Finnish Financial Ombudsman Service does not handle a dispute pending in the Consumer Disputes Board or a court of justice or processed by the Consumer Disputes Board or a court of justice.

Finnish Financial Ombudsman Bureau
Porkkalankatu 1, 00180 Helsinki
Tel.: +358 (0)9 685 0120
www.fine.fi

Consumer Disputes Board

The Consumer Disputes Board issues recommendations for decision in disputes between consumers and businesses, free of charge. It has no general advice service but handles written complaints (excluding cases related to investment products). Before taking his/her matter up with the Consumer Disputes Board, the complainant must contact Consumer Advice of a local register office (www.kuluttajaneuvonta.fi).

Consumers Disputes Board
PL 306
00531 Helsinki
Telephone: +358 (0)29 566 5200

Court proceedings
If you so wish, you can also submit your case to the district court of the jurisdiction in which the bank or the service provider is domiciled or its management is mainly based, or, in the case of private individual, to the district court of his/her domicile or permanent residence.