How to file a complaint related to your payment card

If your card is lost or stolen, gets stuck in an ATM abroad or has transactions you don’t recognise, deactivate your card immediately by calling OP Deactivation Service on 0100 0555 (24/7).

File a complaint (a correction request) promptly with OP Retail Customers plc if

• you find that your bank statement or credit card bill has card transactions or transfers from credit facility unknown to you

• the seller has gone bankrupt.

If the case you are complaining about applies to the seller's breach of contract, first try to settle the case with the seller and, if needed, then submit a complaint. Examples of breaches of contract:

• Transaction has been charged twice.

• You have not received the products or service you have paid for.

• The product or service does not comply with the contract.

If you paid for the goods or service with your card’s credit facility, under the Consumer Protection Act and the Credit Card Terms and Conditions you may present your claim on the payment based on the seller’s breach of contract also to the creditor. You are obligated to prove the seller’s breach of contract. For this reason, it is usually better to handle the matter first with the seller. File a complaint with the creditor immediately when the seller's breach of contract is clear.

Car rentals have the right to charge for unpaid refuelling, road tolls and fines afterwards. Hotels also have the right to charge a no-show fee for an unused or non-cancelled booking in accordance with the terms and conditions of the booking as well as unpaid minibar purchases afterwards.

Your correction request must include detailed information about the incident. If all requested information and attachments have not been delivered, the processing of the correction request may be delayed or prevented.

How to make a correction request

To file a complaint about a transaction you have made, do as follows:

1. Check that you have all required information for filling in the correction request:

• transaction details (time, amount and the retailer’s name – a copy of bank statement / credit card bill)

• correspondence between the seller and yourself, if any

• terms and conditions of the order or contract

• order confirmation and/or receipt

• any other material to verify your right to complain

2. Fill in the correction request form with care, including all transactions that you are disputing. Correction request form service is provided by Signom Oy. Go to the correction request form

3. Attach to the correction request a copy of the bank statement or credit card bill where you have marked the transactions that are disputed, and possible other additional documents.

4. To get help for filing the payment card complaint or regarding your bill, contact OP Cards customer service on 0100 0500 (press 5 for service in English). Check OP Cards customer service opening hours

5. You can also send the form and attachments by post. Correction request form (PDF)

Send the form by post to:

OP Customer Service

Tunnus: 5021582

00003 VASTAUSLÄHETYS

To file a complaint about a transaction you don’t recognise, do as follows:

1. Deactivate your card immediately by calling OP Deactivation Service on 0100 0555 (24/7).

2. File an investigation request, or a police report with the police. Go to the Police of Finland website to file a police report

3. Check that you have all required information for filling in the correction request:

• transaction details (time, amount and the retailer’s name – a copy of bank statement / credit card bill)

• copy of filed police report

4. Fill in the correction request form with care, including all transactions that you are disputing. Correction request form service is provided by Signom Oy. Go to the correction request form

5. Attach to the correction request a copy of the bank statement or credit card bill where you have marked the transactions that are disputed, and a copy of the investigation request (as confirmation of having filed a police report) and possible other additional documents.

6. To get help for filing the payment card complaint or regarding your bill, contact OP Cards customer service on 0100 0500 (press 5 for service in English). Check OP Cards customer service opening hours

7. You can also send the form or additional information and attachments by post. Correction request form (PDF)

Send the form by post to:

OP Customer Service

Tunnus: 5021582

00003 VASTAUSLÄHETYS

To send additional information on an already disputed transaction, do as follows:

If you want attach to your already submitted correction request additional documents, such as a copy of the investigation request (as confirmation of having filed a police report), a copy of a receipt / bank statement / credit card bill, a copy of your correspondence with the seller, or other additional information concerning the matter, do as follows:

1. Attach additional information or an attachment to an earlier made complaint through the correction request form. Correction request form service is provided by Signom Oy. Go to the correction request form.

2. Contact OP Cards customer service on 010 252 9871 (Mon–Fri 9.00–16.30) for help, if needed.

3. You can also send additional information and attachments by post to:

OP Customer Service

Tunnus: 5021582

00003 VASTAUSLÄHETYS