The complaint must be made in writing using the contact form (link) or by e-mail to email@example.com. It must include the grounds for complaint and any other information relevant to the matter.
The customer will receive a written confirmation that the complaint has been received and an indication of the expected processing time, which will be a maximum of four weeks. Such confirmation shall be sent to the customer no later than one week after the formal complaint has been received.
All formal complaints are answered in writing by Buypass, and decisions that do not uphold the complaint will be justified.
If the customer is not satisfied with Buypass's handling of the case, the complaint can be forwarded to the Finansklagenemda if applicable.
The Norwegian Financial Services Complaints Board (FinKN) deals with disputes between the customer and Buypass, and it is assumed that Buypass has first been given the opportunity to process the complaint. In the case of written complaint to FinKN, the customer must state the case and what outcome they expect from the complaint. Contact information for FinKN can be found at http://www.finkn.no/index.php