CUSTOMER COMPLAINT POLICY
Created: 14.7.2025
Making complaints
If you are a customer of Kvarn Capital Ltd. ("Kvarn") and you are dissatisfied with our services, you may submit a complaint free of charge at any time. This document provides important information and guidance on our customer complaint handling process.
A complaint can be made either directly through the electronic form on our website or in free form by email or letter.
Language of complaints
You can make your complaint in Finnish, Swedish or English. We will handle your complaint in the language you choose, unless you later instruct us otherwise.
Communication channel for complaints
You will receive all Kvarn's notifications and responses related to your complaint both in the communication channel within Kvarn's service and to your email.
Making complaint directly via the electronic form on our website
You can submit a complaint here.
Making complaint in free form
If you do not wish to use the electronic form on our website, you can make a free-form complaint to us by email at support@kvarncapital.com
or
by letter to: Kvarn Capital Ltd./Customer service, Eteläesplanadi 24 A 14, 00130 Helsinki, Finland.
Your complaint must include at least the following information:
- Your full name
- Personal identity code / Business ID
- Your home address
- Your phone number
- Your email address
- The service the complaint concerns
- The Terms of Service you have entered into with us
- The date on which the subject of the complaint arose
- A detailed description of the subject of the complaint and the grounds for the complaint
- A detailed description of the direct damage you have suffered
- Any possible evidence of the direct damage you have suffered
- Other information you deem necessary.
We cannot process complaints without all the information listed above. Please therefore ensure you include all this information in your complaint.
Acceptance and non-acceptance of complaints
We can only accept complaints that contain all the information required for a complaint. When you duly complete the complaint form on our website, the complaint will contain all the required information. If, however, you make a free-form complaint to us, it must contain all the information listed above, duly completed.
Furthermore, we only accept complaints whose subjects arise from Kvarn, and which have resulted in direct damage to the customer. As you have the burden of proof to demonstrate that you have suffered direct damage, the acceptance of a complaint requires specified and clear grounds and evidence from the complaint.
Responsibility in handling complaints
The handling of complaints is the responsibility of Kvarn's CEO within the scope of their authority, supported by the company's compliance function if necessary. The CEO decides on any corrective and/or compensatory measures.
If a customer complaint includes a significant claim for compensation or other redress, the CEO may bring the matter to the board of directors for consideration if the matter has broader significance (reputational risk, accumulation of claims, special grounds for rejection/acceptance of the claim).
Stages and timelines for complaint handling
Once we have received a complaint, we process it as follows:
- Acknowledging receipt of the complaint: We will acknowledge receipt of your complaint without undue delay. The acknowledgment will include the date of receipt of the complaint, the timeline for processing the complaint, and the name and email address of the complaint handler. If you made the complaint via our website, we will also send you a copy of the content of the submitted form.
- Processing the complaint: We process complaints within 15 days from the day following their date of receipt.
- Incomplete complaint: If we find that a complaint is incomplete, the processing of the complaint will be suspended, and we will send you a request to supplement the complaint. When we receive the information specified in the request for supplementation from you, we will process your complaint within 15 days from the day following the date of submission of the new information.
- Prolonged complaint processing: If, exceptionally, it is found that we cannot process the complaint within the stated timeframe, we will inform you of this delay without delay. This notification will include information about the reason for the delay and a new deadline by which we will process your complaint.
- Decision-making: Once a decision on the complaint has been made, we will deliver a reasoned decision to you without undue delay. The decision will be given no later than 35 business days from the receipt of the complaint. If, exceptionally, a final response to a customer complaint cannot be given within the maximum period of 35 business days, we will inform you of this without undue delay. At the same time, we will inform you of the reason for the delay and the date for providing the final decision.
Compensation for justified direct damages
If Kvarn causes you direct damage through its erroneous actions, Kvarn will compensate you for the direct damage incurred. Please note that we are only obliged to compensate for justified direct damages, which means damages that are a direct consequence of our negligence. Such damages include, for example, the loss of funds or extra transaction costs as a result of our error. Conversely, such damages do not include lost trading profit or reputational harm.
Dissatisfaction with Kvarn's decision on a complaint
If you are dissatisfied with the decision you have received regarding your complaint, you can contact the Consumer Disputes Board: kril@oikeus.fi or +358 29 566 5200. You can also turn to a court of law in the manner specified in the applicable terms of service.
Kvarn's contact information
If you have any questions about this complaint policy, you can contact us by email at support@kvarncapital.com.