Complaints procedure
We are committed to providing a high standard of customer service. If you are not satisfied with any part of our service, we have procedures in place to deal with your concerns effectively and in the correct way.
If you would like to submit a complaint, please follow the steps below. Provide as much relevant information as possible, including
- your account details
- information about the branch or part of Danske Bank your complaint relates to
- a summary of your complaint
- details of any action already taken to deal with the issue.
Ways to complain
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In writing
By phone
One of our complaint handlers will ensure that your complaint is investigated thoroughly, and we will work to resolve the matter satisfactorily. All complaints will be dealt with promptly and in a fair and unbiased way.
Timelines
If a complaint cannot be resolved immediately, you will receive written acknowledgement that we have received your complaint and will work to resolve your complaint as soon as possible.
In cases where the complexity, severity or other factors relating to the complaint prevent us from resolving the matter within 15 business days, we will
- inform you about the reason for the delay, and
- notify you about when we expect our complaints handling procedure to be completed.
If your complaint relates to a payment service, the timeframe for resolution can – in exceptional circumstances – be extended to 35 business days. Timelines may vary depending on the nature of your complaint and the jurisdiction in which the complaint was submitted.
