Effects of the potential strike in the Finnish financial industry on Nordea’s services – customers should be prepared

The conciliation of the strike threat in the financial industry ended on 20 December 2017 without the parties reaching an agreement. We are therefore preparing for a strike that would take place on Thursday 28 December 2017 and Friday 29 December 2017, as announced previously.

If the strike begins, Nordea’s customer services will be undermanned. We recommend that you do your banking well in advance before the end of the year.

Nordea Customer Service and Nordea Business Centre will have limited service hours and be undermanned. Customers should prepare for queues that are longer than usual.

We will seek to ensure the availability of Netbank, mobile services and cards during the strike. If you have to block your card, call 020 333.

Cash can be withdrawn, if necessary, at Otto ATMs, most K food stores, R-kioskis and Tokmanni stores around Finland. Deposit ATMs (TalletusOtto) can be used for depositing cash.

Customers should prepare to move appointments that have already been booked with the bank (for real estate trades, for example). If appointments need to be moved, Nordea will contact the customer beforehand.

The majority of Nordea’s branches will be closed. We will provide information about open branches on nordea.fi. The next day on which the branches will be open is 2 January 2018.

We will publish updates of the effects of the potential strike on nordea.fi and in our social media channels (Facebook and Twitter). Read more about services.

Repairing possible technical disturbances may last longer than usual.

Our aim is to resume normal customer service gradually after the strike. Customers should be prepared for long queues also immediately after the strike.

Please remember that phishing attempts may also be made during exceptional circumstances. Nordea never contacts its customers to ask for their access codes or payment card details.

We apologise for any inconvenience caused to our customers.

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Detailed information about Nordea’s services during the strike in the Finnish financial industry

UPDATED on 27 December at 14.45

The strike in the financial industry will start in Finland on Thursday 28 December 2017 and end on Friday 29 December 2017.

Nordea’s customer services will be undermanned during the strike. The mobile services and Netbank will be available to customers and cards will function as normal.  The branches will be closed. Nordea Customer Service, tel 0200 3000, will serve customers with limited capacity between 9.00 and 17.00. 

Please remember that phishing attempts may also be made during exceptional circumstances. Nordea never contacts its customers to ask for their access codes or payment card details.

You can find detailed information about our services below:

Personal customers’ services

We will seek to secure personal customers’ most important services, such as online services, cash withdrawals at ATMs and card payments. However, slowness may occur in the services and repairing possible technical disturbances may take longer than usual.

Nordea Customer Service

  • Nordea Customer Service and Nordea Business Centre will have limited service hours and be undermanned. Customers should prepare for queues that are longer than usual.

Nordea Finance customer service

  • Telephone service will be closed.
  • Credit applications will be processed.
  • Normal online services will be available to customers.

Netbank, Mobile Bank and other digital services

  • During the strike, we will seek to secure the availability of Netbank, Mobile Bank and other digital services, such as the code app.
  • If there are disturbances in the services, repairing them may take longer than usual.

Cash withdrawal and deposit ATMs

  • Cash ATMs both in Finland and abroad will distribute cash during the strike.
  • Deposit ATMs (TalletusOtto) are available for cash deposits during the strike.

Salaries and pensions

  • The aim is to credit salaries and pensions to customers’ accounts as normal.

Payment cards

  • Payment cards will function at shops both in Finland and abroad.
  • Cards can be used for online payments.
  • The annual renewals of cards will be handled. If a card must be blocked, the renewed cards delivered via branches will be delayed due to branches potentially being closed. New cards cannot be picked up at closed branches either.

Nordea Pay, Apple Pay and Siirto

  • Payment apps are available as normal during the strike.

Payment service and transmission of payments

  • The aim is to transfer payments made in the digital channels as normal.
  • Bill payment ATMs outside the branches will function and will be available to our customers.
  • E-invoice services and online payments (e-payments) will function normally.

Cross-border payments

  • The aim is to transfer outgoing and incoming cross-border payments.

Reporting card losses and misuse

  • The blocking service for access codes and payment cards (tel 020 333) will be available during the strike.

Taxes and tax-like charges

  • Taxes and tax-like charges must be paid in time irrespective of the strike. If a customer does not use digital services, he or she is advised in urgent cases to pay the tax through another service provider. Other available service providers can also receive payments.

Loans and credit

  • Loan instalments and interest payments set to automatic loan servicing will be debited to accounts on their due dates.
  • Customers using Netbank or Mobile Bank will pay loan interest and instalments as usual.
  • Loan interest and instalments falling due during the strike which are to be paid at branches must be paid immediately after the strike.

Insurance

  • Insurance premiums can be paid via the mobile channel.
  • E-payments will be charged as usual.
  • Insurance policies will be valid during the strike even if their premium payments fall due.

Identification services in digital channels

  • E-identification services (Tupas identification services) will be available.

Corporate services

We will seek to secure corporate customers’ most important services, such as electronic payment services and card payments. However, slowness may occur in the services and repairing possible technical disturbances may take longer than usual.

Nordea Business Centre, tel 0200 26262, has limited service and customers should prepare for queues that are longer than usual.

Transmission of salaries, pensions and payments

  • The electronic corporate banking channels (Netbanks and file transfers) will be available, but repairing possible technical disturbances may take longer than usual.
  • Corporate Mobile Bank and the code app will be available as normal, but repairing possible technical disturbances may take longer than usual.
  • There may be occasional slowness in our digital services during the strike.
  • Payments will be transferred between banks, but there may be delays in executing express transfers.
  • Salary files delivered electronically will be handled as normal.
  • E-invoice services will be available.
  • PATU IDs will be renewed automatically, but it may not be possible to order new IDs.
  • It may be difficult for customers to get support during possible disturbances.

Cross-border payments

  • The aim is to transfer outgoing and incoming cross-border payments as normal.  Delays may occur in the transfer of some payments.

Identification services

  • E-identification services (Tupas identification services) will be available.

Payment cards and payment terminal services

  • Payment terminal services will function as normal, but there may be disturbances.
  • The authorisation hold service will be available.
  • The settlement of card payments to merchants will be available.
  • Corporate payment cards will function both in Finland and abroad.
  • There may be queues in Nets telephone service for authorisations, and there may be disturbances in the automatic authorisation service.
  • It is possible to make purchases with debit and credit cards up to their authorisation limits or at the merchant’s own risk if the merchant is not able to complete the authorisation.
  • Payment cards issued by Nordea will function as normal, but repairing possible technical disturbances may take longer than usual.

Cash supply services and cash centre services

  • Night safes will be emptied, daily cash will be calculated at cash centres and change can be ordered from cash centres as normal during the strike.

Securities services

  • The strike will have no impact on stock exchange trading.
  • There may be delays in settlements.
  • There may be delays in processing orders submitted through Netbank.
  • Completed trades will be entered into the book-entry accounts.

Investment funds

  • There may be delays in handling subscription and redemption orders. There may also be disturbances in the NAV calculations of fund units.
  • Orders submitted in Netbank will be handled, but there may be delays.

Read More &#8594

Detailed information about Nordea’s services during the potential strike in the Finnish financial industry

If the strike in the financial industry begins, Nordea’s customer services will be undermanned on 28 and 29 December 2017. We will seek to ensure the availability of Netbank, mobile services and cards during the strike.

Please remember that phishing attempts may also be made during exceptional circumstances. Nordea never contacts its customers to ask for their access codes or payment card details.

You can find detailed information about our services below:

Personal customers’ services

We will seek to secure personal customers’ most important services, such as online services, cash withdrawals at ATMs and card payments. However, slowness may occur in the services and repairing possible technical disturbances may take longer than usual.

Nordea Customer Service

  • Nordea Customer Service and Nordea Business Centre will have limited service hours and be undermanned. Customers should prepare for queues that are longer than usual.

Nordea Finance customer service

  • Telephone service will be closed.
  • Credit applications will be processed.
  • Normal online services will be available to customers.

Netbank, Mobile Bank and other digital services

  • During the strike, we will seek to secure the availability of Netbank, Mobile Bank and other digital services, such as the code app.
  • If there are disturbances in the services, repairing them may take longer than usual.

Cash withdrawal and deposit ATMs

  • Cash ATMs both in Finland and abroad will distribute cash during the strike.
  • Deposit ATMs (TalletusOtto) are available for cash deposits during the strike.

Salaries and pensions

  • The aim is to credit salaries and pensions to customers’ accounts as normal.

Payment cards

  • Payment cards will function at shops both in Finland and abroad.
  • Cards can be used for online payments.
  • The annual renewals of cards will be handled. If a card must be blocked, the renewed cards delivered via branches will be delayed due to branches potentially being closed. New cards cannot be picked up at closed branches either.

Nordea Pay, Apple Pay and Siirto

  • Payment apps are available as normal during the strike.

Payment service and transmission of payments

  • The aim is to transfer payments made in the digital channels as normal.
  • Bill payment ATMs outside the branches will function and will be available to our customers.
  • E-invoice services and online payments (e-payments) will function normally.

Cross-border payments

  • The aim is to transfer outgoing and incoming cross-border payments.

Reporting card losses and misuse

  • The blocking service for access codes and payment cards (tel 020 333) will be available during the strike.

Taxes and tax-like charges

  • Taxes and tax-like charges must be paid in time irrespective of the strike. If a customer does not use digital services, he or she is advised in urgent cases to pay the tax through another service provider. Other available service providers can also receive payments.

Loans and credit

  • Loan instalments and interest payments set to automatic loan servicing will be debited to accounts on their due dates.
  • Customers using Netbank or Mobile Bank will pay loan interest and instalments as usual.
  • Loan interest and instalments falling due during the strike which are to be paid at branches must be paid immediately after the strike.

Insurance

  • Insurance premiums can be paid via the mobile channel.
  • E-payments will be charged as usual.
  • Insurance policies will be valid during the strike even if their premium payments fall due.

Identification services in digital channels

  • E-identification services (Tupas identification services) will be available.

Corporate services

We will seek to secure corporate customers’ most important services, such as electronic payment services and card payments. However, slowness may occur in the services and repairing possible technical disturbances may take longer than usual.

Nordea Business Centre, tel 0200 26262, has limited service and customers should prepare for queues that are longer than usual.

Transmission of salaries, pensions and payments

  • The electronic corporate banking channels (Netbanks and file transfers) will be available, but repairing possible technical disturbances may take longer than usual.
  • Corporate Mobile Bank and the code app will be available as normal, but repairing possible technical disturbances may take longer than usual.
  • There may be occasional slowness in our digital services during the strike.
  • Payments will be transferred between banks, but there may be delays in executing express transfers.
  • Salary files delivered electronically will be handled as normal.
  • E-invoice services will be available.
  • PATU IDs will be renewed automatically, but it may not be possible to order new IDs.
  • It may be difficult for customers to get support during possible disturbances.

Cross-border payments

  • The aim is to transfer outgoing and incoming cross-border payments as normal.  Delays may occur in the transfer of some payments.

Identification services

  • E-identification services (Tupas identification services) will be available.

Payment cards and payment terminal services

  • Payment terminal services will function as normal, but there may be disturbances.
  • The authorisation hold service will be available.
  • The settlement of card payments to merchants will be available.
  • Corporate payment cards will function both in Finland and abroad.
  • There may be queues in Nets telephone service for authorisations, and there may be disturbances in the automatic authorisation service.
  • It is possible to make purchases with debit and credit cards up to their authorisation limits or at the merchant’s own risk if the merchant is not able to complete the authorisation.
  • Payment cards issued by Nordea will function as normal, but repairing possible technical disturbances may take longer than usual.

Cash supply services and cash centre services

  • Night safes will be emptied, daily cash will be calculated at cash centres and change can be ordered from cash centres as normal during the strike.

Securities services

  • The strike will have no impact on stock exchange trading.
  • There may be delays in settlements.
  • There may be delays in processing orders submitted through Netbank.
  • Completed trades will be entered into the book-entry accounts.

Investment funds

  • There may be delays in handling subscription and redemption orders. There may also be disturbances in the NAV calculations of fund units.
  • Orders submitted in Netbank will be handled, but there may be delays.

Read More &#8594