If you are dissatisfied or want to complain
If you are not satisfied, you are welcome to contact Samlet Betaling.
Feel free to start by calling
If you are wondering about or unhappy about something in your case, Samlet Betaling recommends that you start by calling Samlet Betaling. Sometimes there are misunderstandings that are best resolved with a verbal explanation.
If you are unhappy with the process
If you do not want to complain but are unhappy with the way Samlet Betaling has handled your case, you can also contact the customer ambassador.
If you disagree with a decision from Samlet Betaling, you can appeal it. Samlet Betaling must receive your appeal no later than 4 weeks after you have received the decision.
How to complain
You can complain by calling or writing to Samlet Betaling.
Fill in 'Complaint about Samlet Betaling' (with MitID) Call Samlet Betaling to submit a complaint
What else can you do?
If you do not want to complain about a decision but are unhappy with the way Samlet Betaling has handled your case, you can also contact the customer ambassador. Read more about the customer ambassador
When you complain, it is important to be clear about what you are complaining about and why.
When you fill out the "Complaint about Samlet Betaling" form here on Businessindenmark.dk, you will receive help along the way to provide the information that is typically important to include in the complaint.
Fill in 'Complaint about Samlet Betaling' (with MitID)
After you have sent 'Complaint about Samlet Betaling', you will receive a receipt in Digital Post with the text you have written in the complaint.
Checklist - before you fill out the complaint
There are no requirements for the way you write, but you can use the checklist here to prepare before filling out the complaint.
What happened and when? For example, you have received a letter with a decision you disagree with. Please write the headline and date of the letter.
What do you disagree with or what are you dissatisfied with?
Why are you disagreeing with or dissatisfied with?
What do you want to achieve with the complaint?
Is there any information you think Samlet Betaling has not taken into account?
Do you have documents to support your complaint?
If you send the complaint in another way, it is helpful if you also write a clear headline, e.g. "Complaint about Samlet Betaling", your company registration number and phone number so that Samlet Betaling can contact you.
You can call Samlet Betaling if you have questions about the decision or want help with your complaint.
If you complain about a decision, Samlet Betaling must receive your complaint within 4 weeks of receiving the decision.
How to calculate the complaint deadline for Digital Post
If the decision letter was sent to you by Digital Post, Samlet Betaling must have received your complaint no later than 4 weeks after the date of the letter, as you will receive the letter on the same day it was sent.
Samlet Betaling must have received your complaint no later than 23:59 on the day the complaint deadline expires.
If the appeal deadline falls on a Saturday, Sunday, public holiday or the Friday after Ascension Day, the appeal deadline will be extended to the first working day thereafter.
How to calculate the complaint deadline for paper mail
If the decision letter was sent to you by paper mail, Samlet Betaling must have received your complaint within 4 weeks + 6 working days of the date of the letter. This is because the physical letter can take up to 6 business days to arrive.
Samlet Betaling must have received your complaint before the close of business on the day the complaint deadline expires. Remember to take into account the time your complaint takes to be delivered to Samlet Betaling if you send it by paper mail.
If the appeal deadline falls on a Saturday, Sunday, public holiday or the Friday after Ascension Day, the appeal deadline will be extended to the first working day thereafter.
What happens if we complain too late?
If you complain too late, Samlet Betaling will forward your complaint to the Appeals Board for ATP, etc. who will decide whether there are special reasons why your complaint should still be processed.
Once Samlet Betaling has received your complaint, Samlet Betaling will re-examine your case based on what you have written in your complaint. In some cases, Samlet Betaling will call you to discuss the case and get more information. This helps to ensure the best basis for handling your complaint.
What happens to our complaint?
If you complain about a decision, there is a set process for how the complaint is handled.
| Samlet Betaling's assessment | What happens to the complaint |
|---|---|
| Agree with your complaint | You will receive a new decision that replaces the previous decision. |
| Agree with part of your complaint | You will receive a new decision with a notification of which part of your complaint is upheld. However, in some situations, you will receive a new decision from our system that contains the parts that have been upheld. If you still want to appeal, you must notify Samlet Betaling within 4 weeks of receiving the new decision. Samlet Betaling will then forward your complaint to the Appeals Board for ATP, etc. who will assess it. |
| Not agreeing with your complaint | You will receive a letter stating that Samlet Betaling does not agree with you, and that your complaint will be forwarded to the Appeals Board for ATP, etc. who will assess it |
What does the Appeals Board for ATP, etc. do?
When the Appeals Board for ATP, etc. has received your complaint, you will receive a letter telling you what happens next. You will receive a new letter with the Appeals Board's decision when they have processed your complaint. You can read more about the Appeals Board at atp-anke.dk
If you complain about something other than a decision
If you complain about something other than a decision, Samlet Betaling will investigate if there is anything that should have been done differently. You will always get a response to your complaint.
What else can we do?
You can also contact the customer ambassador if you are unhappy with the way Samlet Betaling has handled your case or you think there is something Samlet Betaling can do better.
