Give us feedback

Your opinion is important to us. Your feedback will help us improve our products and services.

Are you about to do your banking or insurance transactions?

Customer service

If you look for help in doing your banking and insurance transactions, our customer service page is there for you to give the best help.

 

Customer feedback and technical problems

What to do if a card or user ID has been stolen?

Do you suspect misuse or theft of your card or online bank user ID? Call us.

See the contact information for OP Deactivation Service

Do you suspect an internet fraud?

Have you received a phishing message or fallen victim to an internet fraud or identity theft?

See what to do in case of fraud

Did you get an error message on the service?

If our online service is affected by a technical problem, please first try to update your browser or use another browser. Clearing the cache memory of the browser can also help.

See supported browsers

This is how you clear your browser’s cache

Give us feedback

  • Give a thank you.
  • Share your development ideas.
  • Tell us what we should improve.
Give us feedback

Report a technical problem

  • Errors and disturbances on online and mobile services
Report a technical problem


Read more about processing feedback

Feedback and processing of personal data

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.

Processing feedback and responses

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.

Are you unhappy with our service?

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.

Correction requests

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.

External advice and investigation

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.

Consumer Disputes Board

The Consumer Disputes Board issues recommendations for decision in disputes between consumers and businesses. It has no general advice service, it only handles written complaints. Submitting a dispute to the Board is free of charge.

Before you can take your matter to the Consumer Disputes Board, you need to contact the Consumer Advisory Service provided by local register offices.

Online Dispute Resolution

If you have a problem with a product or service you have bought online, you can use the EU’s Online Dispute Resolution (ODR) site to try to reach an out-of-court settlement. On the site, you need to select a dispute resolution body for processing the complaint. In Finland, the dispute resolution bodies include the abovementioned Finnish Financial Ombudsman Bureau (FINE) and the Consumer Disputes Board, which you can also contact directly.

 

Suspected violations and misconduct

Reporting suspected misconduct (Whistleblowing)

If you suspect that any misconduct or violations is related to our activities, you can contact us through the confidential Whistleblowing channel. 

The Whistleblowing channel is intended only for suspected misconduct, fraud or violation. So, you can’t report service interruptions, give feedback or make customer complaints through this channel. Nor should you report any internet fraud or theft through the Whistleblowing channel.

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