Customer Complaints
If you have received a debt collection notice and believe it is incorrect, please do not contact the complaints department at Aros Kapital. Instead, please contact the collections team at inkasso@aroskapital.se.
Customer Complaints
Aros Kapital AB applies the Swedish Financial Supervisory Authority’s general guidelines on the handling of customer complaints (FFFS 2002:23). Under these guidelines, a complaint is defined as a customer’s expression of specific dissatisfaction relating to a financial service or product offered by Aros Kapital. Aros Kapital handles customer complaints promptly, efficiently and with due care. Customers submitting a complaint will always receive a clear and accurate response.
Customers who wish to submit a complaint may contact their account manager or by emailing klagomal@aroskapital.se, by post, by telephone, or via the form below.
Aros Kapital AB
“Complaints”
Vestagatan 6
416 64 Gothenburg
Telephone 031-83 36 70
Complaints Handling
Aros Kapital aims to issue a written decision within 14 days of receiving a customer complaint. The decision will include the outcome of the assessment, including a brief explanation. However, due to the complexity of certain cases, it may not always be possible to issue a decision within this timeframe. In such cases, the customer will be informed of the status and expected timeframe for resolution.
If the customer is not satisfied with the outcome, they may request an additional review conducted by the Complaints Officer at Aros Kapital. Such a request should set out the grounds for the disagreement and the reasons why a different outcome is considered appropriate. The request should be submitted via email to klagomal@aroskapital.se.
The Complaints Officer at Aros Kapital AB is the Chief Legal Officer.
Dispute Resolution
As an alternative to the internal review process at Aros Kapital, customers may refer a dispute to the Swedish National Board for Consumer Disputes (Allmänna Reklamationsnämnden) or to a court of general jurisdiction. Please note that the Board for Consumer Disputes only considers disputes involving consumers.
Aros Kapital complies with applicable legislation on alternative dispute resolution in consumer matters and will cooperate with any proceedings before the Board for Consumer Disputes where a customer has referred a dispute to the body.
Guidance
Customers requiring assistance or guidance in relation to their case may be referred to one of the organisations listed below. In some instances, their local authority may also be able to provide free guidance and support.
Konsumenternas Bank- och Finansbyrå or Konsumenternas försäkringsbyrå
Box 242 15
104 51 Stockholm
Telephone 0200-22 58 00
www.konsumenternas.se
Allmänna reklamationsnämnden (ARN)
Box 174
101 23 Stockholm
Telephone 08-508 860 00
www.arn.se