At Safello, we believe it is essential to have a satisfactory handling of any customer concerns or complaints in order to guarantee the customers' opportunities to have their interests satisfied and to be able to maintain the public’s confidence in Safello.

First, contact our Customer Service

If you have concerns or are dissatisfied with any service, you should first contact Safello's customer service. It is important that you contact us with your matter as soon as possible so that we can help you quickly and in the best way. Contact details to our customer service can be found here.

If you are still not satisfied

If, after you have been in contact with Safello's customer service, you are still dissatisfied, you have the option of escalating the case to the Complaints Officer function at Safello. Complaints may always be filed free of charge. We accept complaints written in Swedish or English. In the complaint, you must describe in detail what you are dissatisfied with and what has happened. Attach any supporting documents you have in the form of receipts, bank statements, previous correspondence, etc. to ensure that all facts and background are included in the case. Additionally, specify what correction or compensation you are seeking.

The complaint should be sent to one of the following:

Send a message from logged-in mode or to complaints@safello.com if you prefer to contact us by email. In the subject line, enter "To the Complaints Officer". In addition, you can also choose to submit your complaint by regular mail. The complaint is then to be sent to the following address:

Safello AB

To: Complaints Officer

Box 638

114 11 Stockholm

Processing of your complaint

When we have received your complaint, you will receive a confirmation via message in logged-in mode on the Safello website, or if you have submitted your complaint by email, to the email address you provided, or if you have sent your complaint by regular mail, to your provided postal address. Safello's aim is to respond to complaints as quickly as possible. Complaints are normally processed within 14 days from receipt of the complaint by the Complaints Officer at Safello. If the investigation of a complaint requires a longer processing time, you will be informed of this.

When processing your complaint, we investigate the event(s) to which your complaint relates. If follow-up questions arise during the process, we will contact you in writing. Once we have clarified the course of events, we will respond to your complaint in writing. In our answer, you will receive a motivation for our decision. We will send our response to you in a message while logged in on the Safello website, or if you have submitted your complaint by email, to your provided email address, or if you have sent your complaint by regular mail, to your provided postal address.

Independent guidance and assistance

You have the opportunity to receive free advice from Konsumenternas Bank- och Finansbyrå. See www.konsumenternas.se. You can also turn to the consumer advisor in your municipality or to the Swedish Consumer Agency's consumer information "Hello, consumer". If you are not satisfied with the outcome of your case with the Complaints Officer at Safello you have the option of taking the case further to Allmänna Reklamationsnämnden (ARN), or to general court. See www.arn.se for information about Allmänna Reklamationsnämnden. You also have the option of submitting a report to ARN through the EU's online platform for dispute resolution via ec.europa.eu/odr.