Frequently Asked Questions
FAQ
A complaint is filed electronically via the website, either using MitID or via email by creating a password.
A complaint can also be submitted as a paper case. In this case, you must contact the secretariat to have a complaint form sent to you.
Email the secretariat: sek@fanke.dk
You can send your complaint and the case documents in Danish or English. Your complaint will be handled in Danish, and the decision will similarly be drawn up in Danish.
Access the electronic complaint form by clicking the link below.
To have a complaint processed, you must pay a fee. The complaint fee can ONLY be paid using a Dankort when completing the electronic complaint form or via bank transfer.
Account details: Danske Bank, Reg. no. 3001, Account no. 3120042335
The fees are as follows:
a) The Danish Financial Complaint Board: DKK 300
b) The Complaint Board of Danish Securities and Brokering Companies: DKK 300
c) Basic Business Account: DKK 1,000 - Incl. VAT
Read more about the Danish Financial Complaint Board and the The Complaint Board of Danish Securities and Brokering Companies here
Read more about Basic Business Accounts here
The Danish Financial Complaint Board and the The Complaint Board of Danish Securities and Brokering Companies handle complaints concerning private customer relationships. The boards may also handle complaints from businesses if they do not differ significantly from complaints regarding private customer relationships. The boards do not handle complaints filed by companies/corporations.
Read more about the Danish Financial Complaint Board here
Read more about the The Complaint Board of Danish Securities and Brokering Companies here
Regarding Basic Business Accounts, the board can handle complaints from businesses and associations based in Denmark.
Read more about Basic Business Accounts here
The Danish Financial Complaint Board primarily handles complaints regarding Danish and Faroese banks, mortgage banks, and investment funds. The board also handles complaints concerning Basic Business Accounts in a number of major banks.
Read more about the Danish Financial Complaint Board here
Read more about Basic Business Accounts here
The Complaint Board of Danish Securities and Brokering Companies primarily handles complaints regarding investment firms established in Denmark.
Read more about The Complaint Board of Danish Securities and Brokering Companies here
The complaint may concern all circumstances between the financial institution and you, excluding complaints regarding, for example, staff conduct, marketing, or other general matters.
The board may refuse your complaint if it does not involve a specific financial dispute.
Read more about the Danish Financial Complaint Board here
Read more about The Complaint Board of Danish Securities and Brokering Companies here
Regarding Basic Business Accounts, you may complain about a refusal to open an account, termination of an account, or fees associated with the account.
Read more about Basic Business Accounts here
Before submitting your complaint to the board, you must first have complained to the financial institution in question without reaching a successful resolution.
Read more under section 5 - The danish finansial complaint board
Read more under section 5 - The Complaint Board of Danish Securities and Brokering Companies
Together with the Board's decision, you will receive guidance on your further options, and the complaint fee will not be refunded.