Complaints regarding advice given by Finansforbundet

If you choose to make a complaint about the advice you have been given, your complaint will be processed on the basis of legislation, collective agreements, Finansforbundet’s rules of sound administration and Finansforbundet’s statutes.

But we recommend that you always explore the possibilities for dialogue with the parties involved fully before deciding to make a complaint.

How does the complaints process work?

We start by processing the complaint internally in Finansforbundet. If you are not satisfied with the decision and would like to continue with the complaints process, you can make a complaint to Finansforbundet's external complaints body.

I.e.:

• You can make a complaint to Finansforbundet's complaints body regarding the processing of your case.
• If you are not satisfied with Finansforbundet's response to your case, your complaint may be passed on to the Collective Agreement Committee.
• If you are not satisfied with the Collective Agreement Committee’s response, you can make a complaint to the external complaints body.

How do I make a complaint to Finansforbundet's complaints body?

If you choose to make a complaint regarding the processing of your case, you must first make a complaint to Finansforbundet's complaints body.

How to make a complaint:

• Your complaint must be made in writing. The name of the sender must be clearly stated and the fact that this is a complaint, as well as the party you are making the complaint about, should be clearly specified.
• You must submit the complaint within a year of when your case was closed. This is because Finansforbundet's internal and external complaints body is not required to process your complaint if it is made more than a year after a case has been closed, unless there are exceptional circumstances.
• The complaint must be sent to Finansforbundet, Applebys Plads 5, DK-1411 Copenhagen, for the attention of: The complaints body or by e-mail to: post@finansforbundet.dk.
  
  

Once Finansforbundet receives your complaint, we will forward the complaint to the union representative or caseworker of the local branch or Finansforbundet who processed your case or gave you advice. As far as possible, you will receive a written response within eight weeks of us receiving your complaint.

If you are not satisfied with the response from Finansforbundet and decide to continue with the complaints process, you can choose to have your complaint passed on to Finansforbundet’s Collective Agreement Committee.

How do I make a complaint to the Collective Agreement Committee?

If you are not satisfied with the response from Finansforbundet, you can choose to have your complaint passed on to Finansforbundet’s Collective Agreement Committee.

How to make a complaint:

• Your complaint must be made in writing.
• The complaint must be sent within three months of the date on which you received Finansforbundet’s response.
• The complaint must be sent to “Finansforbundet, Applebys Plads 5, DK-1411 Copenhagen, for the attention of: The complaints body or by e-mail to: post@finansforbundet.dk”.

As far as possible, the committee will make a decision within eight weeks of receiving your complaint. They will then send the decision to both you and the party you made the complaint about.

If you are not satisfied with the decision of the Collective Agreement Committee and would like to continue with the complaints process, you can make a complaint regarding the decision to Finansforbundet's external complaints body.

How do I make a complaint to the external complaints body?

If you are not satisfied with the decision of the Collective Agreement Committee, you can make a complaint regarding the decision to Finansforbundet's external complaints body. The external complaints body is a lawyer specialising in the field of labour law and processes the case independently of Finansforbundet.

The external complaints body refers the matter to the parties concerned and requests an opinion on the case. You will receive a copy of this consultation and opinion and will then have the opportunity to comment. The complaints body may also obtain more information on the case. You will be informed if new information relevant to the decision becomes available and you will again have the opportunity to comment.

How to make a complaint:

• Your complaint must be made in writing.
• The complaint must be sent within three months of the date on which you received the Collective Agreement Committee’s response.
• The complaint must be sent to Finansforbundet, Applebys Plads 5, DK-1411 Copenhagen, for the attention of: The external complaints body or by e-mail to: post@finansforbundet.dk.

As far as possible, the committee will make a decision within eight weeks of receiving your complaint. They will then send the decision to both you and the party you made the complaint about.

The decision of the external complaints body is indicative of Finansforbundet.

What can I complain about?

Finansforbundet's internal and external complaints body processes cases about advice and case management regarding conditions of employment.

The external complaints body cannot process:

• Complaints of a political nature, including those regarding the general activities of Finansforbundet, e.g. collective bargaining and other negotiations regarding general collective terms and conditions of employment.
• Complaints regarding Finansforbundet's membership offers, including, e.g. holiday house rental and insurance.
• Cases pertaining to FTFa.

What type of decisions can the complaints body make?

The complaints body can make three types of decisions:

• No basis to voice criticism.
• To voice criticism.
• Financial compensation.