Feedback and complaints

Help us become even better! We want to hear from you when you have opinions, suggested improvements, or when things do not work as they should.

Do you want to give us feedback?

At Cappy we want to deliver the best experiences. We value our customers’ and users’ opinions because we always strive to develop our services based on actual experiences and needs.

We would love to know what you think and appreciate feedback on how you experience our products and services. Your feedback will be reviewed and evaluated by the person responsible for the product or service in question. You can simply send us your feedback by e-mailing

Is something not working as it should?

For us it’s extremely important that our customers and users are satisfied and that our products and services are working as they should, but sometimes things still can go wrong.

Start by reading our frequently asked questions to see if you can find help and answers to solve your problem there. You can also contact our customer service by e-mailing to get personal assistance with your issue. Our customer service representatives will do their best to sort out problems or misunderstandings that have arisen as soon as possible for you.

If you after contacting our customer service still wish to make a complaint you can do so by e-mailing The complaint should contain complete information regarding the issue.

  • A detailed description of what has happened,
  • when it happened,
  • a description of why you aren’t satisfied,
  • what has happened in your previous contacts with us related to this issue, and
  • how you would like us to solve your problem.

You will get an answer as soon as a decision has been made and we handle all complaints as urgently as possible, but no later than within 15 working days during normal circumstances.

Cappy’s complaints adjudicator handles or oversees the handling of all complaints according to our process, and we will do our utmost to find a solution to your problem as soon as possible. Complaints are handled according to the guidelines as set forth by the Swedish Financial Supervisory Authority.

What happens if you still aren't satisfied?

We at Cappy are doing everything we can to make you satisfied with our services. If you still remain dissatisfied with how we and our complaints adjudicator have handled your complaint, you may refer your complaint to the Swedish National Board for Consumer Complaints (ARN), telefon 08-508 860 00, e-mail, Box 174, 101 23 Stockholm.

Also, The Swedish Consumers’ Banking and Finance Bureau and The Swedish Consumers’ Insurance Bureau, tel. 08-22 58 00, can provide free counselling. Or you can contact your municipal consumer guidance organisation. Yet another option is to contact the Swedish courts,