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.

Timescales

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

Finland

Tel: +358 9 6850 120

Email: info@fine.fi

Website: https://www.fine.fi/en/front-page.html

Consumer Disputes Board

Hämeentie 3

P.O. Box 306

00531 Helsinki

Finland

Tel: +358 29 566 5200

Fax: +358 29 566 5249

E-mail: kril@oikeus.fi

Website: https://www.kuluttajariita.fi/en/