Feedback and Complaints

I have feedback and ideas on how you can improve your service.

Qred values the opinions of our customers because we are always striving to improve and develop our services and customer relationships. We want to know what you think and value your feedback on how you experience our products, services and customer relationships. Your feedback will be processed and evaluated by the team responsible for the product or service in question. Please contact our customer service team via the contact details below.

‍I am dissatisfied with the way my case has been handled. How can I make a complaint?

Everyone has the right to expect good service and to get help if something has gone wrong.

If you are dissatisfied, please first contact Qred's customer service using the contact details above to give them the opportunity to clarify any problems or misunderstandings that may have arisen. They are happy to help and will always try to deal with any problems or misunderstandings quickly, efficiently and with a positive attitude. We also ensure that your comments are passed on as feedback to improve our products and services.

We will always endeavour to resolve the problem during your first contact with Qred's customer service, wherever possible. If this is not possible or you are not satisfied with the handling of the matter, please see the section below.

I have contacted your customer service, but I am still not satisfied with the handling. What should I do to move forward? 

The company has appointed a Qred customer service manager to handle complaints. If you are not satisfied with the response you receive from our customer service, we recommend that you send a request for action to the Qred Complaints Handler using this form or by email to complaints@qred.com. The complaint handler will review and assess the case as impartially, thoroughly and efficiently as possible.

Your case can be dealt with either by escalating it internally at your request or by choosing to send your request directly to the complaints handler via the form or email address above.

The written request must contain full details of the case in order to be processed. The complaint handler will need to know what has happened in your previous cases, a description of why you are not satisfied, and your suggestions on how you would like us to resolve the matter.

You will receive a reply as soon as a final decision has been taken, but no later than 14 working days after we receive your complaint. If we are unable to resolve your case within this period, we will contact you within 14 working days to explain why it is taking longer than expected, when you can expect a response and how we will proceed with your complaint. In such a situation, you will be informed of the final decision within 35 working days of receiving your complaint.

You will always receive your response in writing, unless otherwise agreed between you and Qred.

If Qred rejects your complaint for any reason, or if Qred has failed to comply with your request, you have the possibility to take the matter to court.

Complaints will be dealt with in accordance with the applicable legislation and the rules and guidelines issued by the Financial Supervisory Authority and the European Banking Authority.

Whistleblowers

If you have information or a reasonable suspicion of a possible violation of the law in relation to Qred, you can submit a report here. You will receive confirmation of receipt from Qred within 7 days. A designated impartial case handler will conduct a thorough investigation and contact you with the results of the investigation within 90 days of receiving the report. Whistleblower reports are confidential and will be treated as EU

under the whistleblowing directive.

Here you can report your case and follow an open case completely anonymously.