This is how you file a complaint

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• Your complaint should include

  • State the name of the company you wish to file a complaint against and if your complaint concerns a specific product or service. Give a detailed description as to why you wish to file a complaint against the company.
  • If your complaint concerns marketing it is important to include when and where the marketing was present. If it deals with marketing on radio or television it is recommended that you provide information about which day and time it aired, and on what channel.
  • Enclose the ad, agreement, packaging, product or something else you wish to call attention to.
  • State your telephone number and any other contact details in case we need to reach you for additional information. You can always choose to remain anonymous.
• Send the complaint to

  Konsumentverket
  Box 48
  651 02 Karlstad

  You can also send your complaint by e-mail:

  konsumentverket@konsumentverket.se

• Handling of your personal information

  If you give us your name, email address or phone number when you file your complaint, we will save your personal information to be able to contact you for feedback in your case. Do not send more information about yourself than necessary.

  The Swedish Consumer Agency is a government agency. This means, according to the general rule, that all documents received by the Swedish Consumer Agency/KO become public and can therefore be requested and read by the general public.

• This is how we handle your complaint

  Your complaint is registered in our records, then our legal advisers will review your complaint and decide if we are going to investigate the company or the product further. If we consider a company breaching the law within our field of enforcement a case can be initiated.

  For complaints to result in a case it must be a problem of great importance to many consumers and of strong consumer interest. If we initiate a case, we will contact the company and ask them to correct the fault. If the case cannot be settled on a voluntary basis it can result in an injunction or court case.

  Even if your complaint does not result in a case it is important to us, since this is a way of external monitoring.

  Complaints relating to the passenger rights assist us in our work to review and verify that the contractual terms offered by travel companies are fair and reasonable and that their marketing is not unfair. We also have responsibilities over the monitoring and enforcement of passenger rights. This regulatory authority and enforcement responsibly means we look at whether the company provides their customers with the requisite information about their rights. We also look at accessible issues, e.g. whether companies are refusing to allow people to board the means of transport or purchase tickets due to a physical disability or reduced mobility.