End-customer complaints

When a complaint from an end-customer of a partner reaches Saxo Bank and is considered urgent, the complaint will be picked up by a team leader, manager or director. In any other case, the complaint will be forwarded to the partner. In the case of an urgent complaint, this will be discussed with the partner. This conversation is recorded in Case Management. If an answer is desired, the team leader, manager or director will formulate an answer which will be fed back to the partner. If approved, the answer is sent to the end customer.