Complaints processing – complaints bodies
Published: 4 February 2019
Last updated: 8 November 2022
Finanstilsynet is a government agency (directorate) and is not authorised to settle complaints against supervised institutions. That means that we cannot make decisions that a customer can use in a case against an institution.
Handling of customer complaints against supervised institutions
In principle, only courts of law have competence to settle disputes between a customer and an institution. This requires that the case is brought to court. If the institution is a member of the Norwegian Financial Services Complaints Board, consumers may also submit complaints for consideration there. Decisions made by the Complaints Board are not binding for the institution. However, if the Complaints Board agrees with the customer and the institution does not act in accordance with the decision, the institution must cover the customer’s costs if the case is later brought to court.
If the institution is not a member of the Complaints Board, you may send the case to the Norwegian Consumer Council for mediation.
In the first instance, however, you should always complain directly to the institution. If you do not receive the desired response from the institution, you may refer your complaint to the Norwegian Financial Services Complaints Board or the Norwegian Consumer Council. The institution shall inform you of which complaints body/board can handle your case.
Contact information to the Norwegian Financial Services Complaints Board:
Norwegian Financial Services Complaints Board
P.O. Box 53, Skøyen
Phone no.: (+47) 23 13 19 60
Contact information to the Consumer Authority:
P.O.Box 463 Sentrum
Phone no.: (+47) 23 40 05 00
Other consumer complaints bodies: