Give us feedback

If you haven’t logged in our service when giving feedback, and you don’t enter your contact details, name or address, your feedback will be anonymous. The phone number or email address of non-logged-in customers will be stored if they want us to contact them. The name and address of the customer will be stored if the customer gives such information for faster feedback processing.

We will store information about logged-in customers in our feedback system, including the name, address and personal identity code of the customer or company representative and the name of the OP cooperative bank whose customer the person providing feedback is. For corporate customers, we also store the company’s name, address and business ID. If a logged-in customer requests us to contact them by phone or email, we will also store their phone number or email address.

In addition, we will store in our feedback system the customer’s feedback, type of feedback, what the feedback concerns and any possible subject.

We will use the stored personal data only in feedback processing, to improve customer experience and OP Financial Group’s services. The personal data is processed in OP Financial Group financial institutions’ customer data files.

When you give feedback through your local OP cooperative bank, your bank will primarily deal with the matter. If you give feedback by telephone or on OP eServices, our nationwide customer service receives your feedback. Either your OP cooperative bank or our customer service will then rapidly respond to your feedback or forward it for further processing.

The processing time depends on the content of your feedback. Our goal is to respond to you as soon as possible, within around three business days.

Banking, wealth management and real estate agency services

Please contact us first with the general feedback form. If after our response you’re not satisfied, please contact directly your local OP cooperative bank or the OP service provider that served you. If after their response your matter is still unsolved, see the instructions below under Correction requests.

Insurance

If you are not satisfied with a claim settlement decision or want more information about it, please contact the claims advisor who made the decision. See the instructions below under Correction requests. In other cases, please contact us first with the general feedback form.

Banking, wealth management and real estate agency services

OP's customer ombudsman handles correction requests related to banking, wealth management and real estate agency services independently of previous handlers.

The customer ombudsman will examine whether the response given to you complies with the law, contract terms, legal practice and good practice of banking, insurance or real estate agency services. Note that the customer ombudsman doesn’t process any decisions on complaints related to professional investment.

Insurance

If you are not satisfied with a claim settlement decision or some other insurance-related decision or want more information about it, please contact the claims advisor who made the decision. You can discuss the decision, its grounds and further measures with this person. During your discussion, new information may emerge and lead to a changed decision. The person’s contact details are stated in the decision you have received.

In matters related to your non-life insurance policies, you can turn to OP’s customer ombudsman if you are not satisfied with a decision you have received.

Finnish Financial Ombudsman Bureau (FINE)

FINE’s purpose is to give advice and investigation assistance to financial-sector customers. Its services are free of charge.

If you suspect any misconduct or violation related to our services or operations, you can contact us through the confidential Whistleblowing channel.

Please note that the Whistleblowing channel is intended only for reporting suspected misconduct and violations. Technical problems, complaints or feedback cannot be processed in this channel.