Danish Financial Supervisory Authority finds complaint disclosure gaps at 11 consumer lenders now corrected

The Danish Financial Supervisory Authority reviewed how consumer lending companies handle complaints and inform consumers about complaint options, and found that 11 of 29 firms needed to improve the information on their websites about how consumers can complain. All 11 firms have since updated their websites and now comply with the applicable requirements. Consumer lending companies, like other financial firms, must maintain complaint-handling procedures and explain on their websites how consumers can submit a complaint to the firm. Those obligations follow from the executive order on the complaints officer and financial undertakings' handling of complaints. In late 2025, the authority asked all 29 consumer lenders to explain their complaint function and how they handle consumer complaints, while also reviewing website disclosures. Eighteen firms already met the requirements. Among the shortcomings identified, some firms that had outsourced their complaint function to a third party did not provide a website link giving consumers access to that function.