Complaints
Walley is a brand within the Norion Bank Group.
Through the group’s brands — Norion Bank, Walley, and Collector — tailored financial services are offered to meet specific customer needs across three segments: medium-sized companies and real estate firms, merchants, and private individuals. As a specialist in financing solutions, Norion Bank Group is a leading alternative to traditional banks, with the vision to become the top Nordic financing bank within these segments.
Norion Bank provides corporate financing services under its own brand. Financial products for consumers are offered under the registered brands Collector (personal loans, credit cards, and savings accounts) and Walley (payment services).
How we handle complaints
A well-functioning complaints process gives customers an additional opportunity to have their interests considered in cases where the bank has initially made a decision they do not agree with. An effective complaints process also allows Norion Bank to identify potential issues, correct them, and take preventive measures.
If you are not satisfied with the response you have received, you may contact the Bank’s Complaints Officer, who has the authority to reassess and review previous decisions and actions. The Complaints Officer will investigate your case and respond in writing no later than 14 days after receiving it. If the investigation takes longer, you will be informed.
You can reach the Complaints Officer at Norion Bank by emailing complaints@norionbank.se or by post:
Norion Bank AB
Att: Complaints Officer
Box 119 14
404 39 Gothenburg
Sweden
If you wish to file a complaint, please include the following information:
- Your name and contact details
- Whether the complaint is made on your own behalf or on behalf of your company
- Details of the invoice or loan the complaint refers to
- A description of the situation that gave rise to the complaint
- Once the investigation is complete and a decision has been made, the Complaints Officer will communicate the outcome using the contact method you provided. The response you receive will constitute the Bank’s final decision.
If an agreement cannot be reached, you have the right to escalate the matter to an external party.
External Parties
Municipal Consumer Advice
Consumer advisors are available in most municipalities and provide free guidance on financial and legal consumer matters.
The Swedish Consumers' Banking and Finance Bureau
This bureau provides independent and free guidance to private individuals on topics such as payments, loans, savings, and pensions. While they can guide you on how to proceed, they do not resolve disputes.
Address: Konsumenternas Bank- och finansbyrå, Box 24215, 104 51 Stockholm
Phone: 0200-22 58 00
Website: www.konsumenternas.se
The Swedish Consumer Agency (Konsumentverket)
The Swedish Consumer Agency offers direct guidance for consumers. Their website provides answers to common consumer issues, budgeting tips, and a way to file a complaint against a company.
Address: Konsumentverket/KO, Box 48, 651 02 Karlstad
Phone: 0771-525 525
Website: www.konsumentverket.se
The National Board for Consumer Disputes (ARN)
ARN is a government agency that impartially reviews disputes between consumers and companies. You can submit a case to ARN for review. Note that ARN charges a fee and has certain time and amount limits for processing cases. The Bank agrees to participate in ARN’s proceedings.
Address: ARN, Box 174, 101 23 Stockholm
Phone: 08-508 860 00
Website: www.arn.se
Public Court
Alternatively, if you are not satisfied with the Bank’s decision, you may file a claim with a district court.
Website: www.domstol.se