Customer complaints
If you have received a debt collection demand and consider it to be incorrect, you should not contact Aros Kapital’s complaints function, but the debt collection department via inkasso@aroskapital.se.
Customer complaints
At Aros Kapital, we apply the Swedish Financial Supervisory Authority’s general guidelines for handling customer complaints (FFFS 2002:23). According to these general guidelines, a complaint occurs when a customer expresses specific dissatisfaction with the handling of a financial service or product provided by Aros. Aros deals with customer complaints promptly, efficiently and with care. The complaining customer must always receive a factual and correct response.
Customers who wish to make a complaint can contact their account manager or contact Aros Kapital by e-mail: klagomal@aroskapital.se, letter, telephone or the form below.
Aros Kapital AB,
“Complaints”
Vestagatan 6
416 64 Gothenburg
Tel. 031-83 36 70
Complaints handling
Aros Kapital endeavours to issue a decision within 14 days of a customer submitting a complaint. The decision, which must be notified in writing, is also accompanied by a description of the assessment made in the specific case. However, sometimes the complexity of a case may mean that a decision cannot be taken within 14 days. If this is the case, the customer is instead informed about the handling of the case
If the customer is dissatisfied with the decision made, the case can be reviewed internally by the Aros complaints officer. To obtain such a secondary review of a case, the customer is asked to submit factual objections to the decision and an explanation of why a different assessment should be made, to klagomål@aroskapital.se.
The Complaints Officer for Aros Kapital is the Chief Legal Officer.
Dispute resolution
As an alternative to Aros Kapital’s internal review process, customers have the option of having a dispute reviewed by the General Complaints Board or by a general court. Note, however, that the General Complaints Board only examines disputes in consumer relationships.
Aros complies with the law on alternative dispute resolution in consumer relationships and will therefore participate in any dispute resolution at the General Complaints Board (ARN) if a customer reports a dispute there.
Guidance
We refer customers who want help or guidance in their case to one of the following organisations. In some cases, the relevant home municipality may also offer free guidance.
Consumers’ Banking and Finance Bureau or Consumers’ Insurance Bureau
Box 242 15
104 51 Stockholm, Sweden
0200-22 58 00
www.konsumenternas.se
General Complaints Board (ARN)
Box 174
101 23 Stockholm, Sweden
08-508 860 00
www.arn.se