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Finland complaints handling

There are no specific definitions of a complaint or a complainant under the Finnish regulation.

The EIOPA definitions should be applied.


Definition of a complaint (EIOPA definition)

A statement of dissatisfaction addressed to an insurance undertaking by a person relating to the insurance contract or service he/she has been provided with. Complaints handling should be differentiated from claims handling as well as from simple requests for execution of the contract, information or clarification.


Definition of a complainant (EIOPA definition)

A person who is presumed to be eligible to have a complaint considered by an insurance undertaking and has already lodged a complaint e.g. a policyholder, insured person, beneficiary and in some jurisdictions, injured third party.



A prompt acknowledgement of the complaint, in writing, within 5 (five) business days of the complaint being made.

A final response to be provided within 8 (eight) weeks of receipt of the complaint.


External Dispute Resolution

Financial Ombudsman Bureau

Porkkalankatu 1

00180 Helsinki


Tel: +358 9 6850 120




Consumer Disputes Board

Hämeentie 3

P.O. Box 306

00531 Helsinki


Tel: +358 29 566 5200

Fax: +358 29 566 5249