Lysa strives to maintain a high level of service. If you are dissatisfied with our services, we gladly accept your views through our customer service. If you are still dissatisfied after such a contact, and you have a claim for financial compensation or correction, you can refer the case to our complaint officer.
Your complaint must be made in writing. Specify times and events as extensively as you can. Please also attach the supporting documents you have in the form of notes, correspondence etc. This to ensure that all the facts and the background to the complaint are included in the complaint. Also state your claim for financial compensation.
Lysa handles the complaints we receive with care and urgency, and our goal is that all cases should be answered within fourteen days. If an investigation of the case would require longer processing time, you will receive information about this and when we think we will be able to respond. If we are unable to meet your complaint, you as a customer have the right to receive a written reply with the reasons for this.
The complaint officer is Linn Kihlstrand. You can send a complaint to our complaint officer by email email@example.com.
If you are not satisfied with our decision
You have the opportunity to receive free advice from the Swedish Consumers’ Banking and Finance Bureau, see www.konsumernas.se. If you do not have success with your case at Lysa’s Complaints Officer function, you have the opportunity to refer the case to the Swedish National Board for Consumer Disputes (Swe. Allmänna reklamationsnämnden - ARN), see www.arn.se for more information, or to the general court. You can also refer a complaint to ARN via the European Online Dispute Resolution (ODR) provided by the European Commission: http://ec.europa.eu/odr.