Complaint Information
At Keyhole, we take complaints seriously and use them to improve our services.
What is a complaint?
A complaint is any expression of dissatisfaction about our products, services, processes, or communication, where you expect a response.
You do not need to use any special form or wording. If you tell us you are unhappy and want us to do something about it, we treat it as a complaint.
How can you submit a complaint?
You can submit a complaint in any of these ways:
- Email: support@usekeyhole.com
- In-app or web support: via the support/contact form
- Phone: +47 23 96 25 57 (we will write down your complaint)
We do not require complaints to be in writing, but if you contact us by phone, our staff will document the complaint internally.
What happens after you submit a complaint?
- Acknowledgement
We will confirm that we have received your complaint within 3 business days. - Assessment and investigation
We review your case, gather relevant information and, if needed, contact you for clarification. - Answer
We aim to give you a clear, written response as soon as possible and normally within 15 business days.
If we need more time, we will inform you and explain why and when you can expect an answer.
If you are still not satisfied
If you are not satisfied with our final response, you may have the right to escalate your complaint to an external complaints body or supervisory authority, depending on the nature of your case and your country of residence.
Information about relevant external complaint bodies will be included in our final response to you.
You can also contact these bodies directly:
- Complaints about our services: Send your complaint to Forbrukertilsynet (opens in a new tab) (the Norwegian Consumer Authority), which mediates and can pass the case on to Forbrukerklageutvalget (opens in a new tab) (the Consumer Complaints Committee).
- Complaints about the guarantee itself: You can also complain to Nordic Guarantee (opens in a new tab), which issues your guarantee.