Do I have to be logged in to complain?

No. The form is open to everyone, and you need no account, BankID or case number.

Can I complain by phone or in a chat?

Yes. A complaint is a complaint whatever the channel. Say that you want to complain and we register it, with the same follow-up as via the form.

How long does it take?

Within five working days we have resolved the matter or acknowledged receipt in writing. If the case needs a longer investigation, you are told so and who you can contact meanwhile.

Make a complaint

If you are unhappy with Glede, the gift card, or how a case was handled, you can make a complaint. We resolve the matter or acknowledge it in writing within five working days.

Updated 11 September 2026

Question or complaint?

If you have a question, or something that needs fixing – a card that does not work, an invoice that looks wrong – the contact form is the fastest route. The complaint form is for when you are dissatisfied and want the matter investigated formally. You can also complain by phone or in an ongoing case; we then register the complaint for you.

How to make a complaint

Open the complaint form
Go to glede.app/kontakt-oss and choose "Send it here" under "Want to make a complaint?".
Tell us who you are and what the complaint is about
Private individual or business, and whether the complaint concerns the gift card, the gift, payment, or how an earlier case was handled.
Describe what happened
Tell us what happened, why you are dissatisfied and what you would like us to do. Gift ID and order ID have separate fields, so enter whichever you have. Give only the last four digits of the card – never the full card number, PIN or BankID details.
Send it
You get a case number on screen and a confirmation by email. To add anything, reply to that email.

What happens next?

The complaint is registered and goes to the team that handles complaints. Within five working days we have either resolved the matter, or acknowledged in writing that we have received it, with a description of how it will be handled and who you can contact.

Glede Mastercard is issued by EML Money DAC. Complaints about the card are handled together with them, and you may receive a written response from EML as well as from us.

Anything we should take into account?

In the form you can tell us about anything we should know to handle the case well – for example language, health, or a situation that makes it hard to follow up. Write only what you want us to know. At the bottom, one checkbox confirms that you have read the EML sharing information. If you entered anything in this field, the checkbox also provides consent to share those specific details.

Is the complaint about something you bought with the card?

Goods or services you paid for with the gift card are the shop's responsibility, just as with an ordinary payment card. Contact the shop first. If it was the card that failed, that is a complaint to us – see also Card declined.

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