Feedback and Complaints

I want to give you feedback or share ideas on how you can improve your service.

At Qred, we value our customers' opinions highly, as we always strive to develop and improve our products and services. We want to know what you think about Qred! 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 if you would like to provide feedback or share your ideas with us.

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

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

If you are dissatisfied with the service, please first contact Qred's customer service using the contact details above to give us the opportunity to clarify any problems or misunderstandings. We are happy to help and always aim to deal with any problems or misunderstandings quickly, efficiently and with a positive attitude. We will also ensure that your feedback is taken forward to improve the quality of 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 decision I received or the way the case was handled. What should I do to pursue this matter further? 

Qred has appointed a customer service manager to handle complaints. If you are not satisfied with the response or decision 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 sending 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.

Unless otherwise agreed, you will always receive your reply in writing.

If for any reason Qred rejects your complaint 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 from Qred that the report has been received 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 receipt of the report. Whistleblower reports are confidential and will be handled in accordance with the EU Whistleblowing Directive.

You can report your case here and follow an open case completely anonymously.

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