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.
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
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.