The Advisory Office for Bank Customers was founded by the National Consumer Administration Finland, the Financial Supervision Authority and Federation of Finnish Financial Services. The main purpose of the Advisory Office is to promote the mutual trust between the banks and their private and small corporate customers, as well as to develop the day-to-day banking practices through voluntary cooperation.

The Advisory Office is independent in relation to the authorities and the Finnish Bankers' Association. The services of the Advisory Office are accessible to private and small corporate customers, and consist of advising the customers in questions relating to the banking business. Such as, e.g., the interpretation of agreements, information about the proceedings available to the customer when resolving disagreements with the bank, and how feedback can be given to the bank.

The Advisory Office is a counselling authority, and the services provided are free of charge to the customers. The Office does not offer investment advice.Decisions of a judicial nature are made by the National Complaint Board, by a Court of Law or by some other authority. The advisory service is confidential, and complies with Section 94 of the Credit Institutions Act.

Who can contact the Advisory Office?

The Advisory Office provides services to private as well as small corporate customers and others comparable to these.

When should the Advisory Office be contacted?

In problem situations the customer should first contact his/her own bank's branch. If the reply received from the branch is not satisfactory to the customer, the branch gives, however, advice how to make a complaint or how to give other kind of feedback to the bank. If, though, the customer is dissatisfied with the information received from the bank, the Advisory Office for Bank Customers can be contacted.

The Office provides information about :

• the banking legislation
• the application of the terms of agreement
• other matters relating to banking practice

If the customer is not satisfied with the settling made by the Advisory Office, the Office informs the customer about what further actions can be taken in order to resolve the dispute.

If the Advisory Office finds that the matter in question ought to be settled by a Court, the National Complaint Board or by some other authority, the Advisory Office gives the customer instructions about how to appeal to the authority in question.

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