Your customer experience with PFA

When you give us feedback, you help PFA to improve and this is one of the reasons why we always appreciate hearing from you. However, there are different ways to contact us, depending on whether you wish to share positive or negative experiences with us, contact our Customer Representative or to complain about case processing.

Find out how to contact us.

  

Mail ros 

Feedback and comments

Write here if you:

  • would like to submit feedback or comments
  • experience functions that do not work
  • have technical problems
 

PFA’s Customer Representative

Write here if you:

  • feel that you have been misinformed
  • feel that your case has come to a standstill
  • feel that you have been treated unfairly
Arv og testamente 

Submit a complaint

Write here if you:

  • disagree with the outcome of a decision
  • are dissatisfied with how PFA handles your case, e.g., case processing time or advisory services
  • are generally dissatisfied with one of PFA’s products or services

Feedback and comments to PFA

We are always happy to receive a compliment, but we would also like to have your feedback about any bad experiences you may have had, so that we can do things better the next time. Here you can write to us about:

  • Good and bad experiences with PFA
  • Let us know if there are problems with our website
  • You discover functions on our website that do not work as they should.
 
 
If you have questions about your pension, such as insurance cover or investment profile, please log on to My PFA  (mitpfa.dk) instead and write to us via “Messages” or call our Advisory Services Centre at (+45) 70 12 50 00.
  

Your trust is important to us

Gitte Frandsen is PFA’s Customer Representative and your contact if you feel misinformed or unfairly treated. Gitte is the person you should contact if you are dissatisfied with PFA and feel that your dialogue with us has reached a deadlock.

You can contact Gitte with respect to the following:

  • You feel that you have been misinformed
  • You feel that your case has come to a standstill
  • You feel that you have been treated unfairly

 

Meet PFA’s Customer Representative

Gitte Frandsen has been with PFA since 2001. She has previously worked as a pension adviser and then as a complaint manager at PFA, so she knows the company and the different business processes extremely well. Her primary duty is to listen to you, so you can resolve the situation together and progress further in the process. Gitte is also tasked with using her experiences from the different enquires PFA receives to make PFA better.

Gitte describes her role in her own words as:
”My job is to listen to customers who contact us because they are dissatisfied, frustrated, disappointed or feel they have not been listened to. I find out what we can do to resolve the situation, while at the same time making customers feel that we listen to their points of view about the matter.”.          

 
 
If you have questions about your pension, such as insurance cover or investment profile, please log on to My PFA  (mitpfa.dk) instead and write to us via “Messages” or call our Advisory Services Centre at (+45) 70 12 50 00.

  
   

Would you like to complain about PFA?

If you disagree with how we process your case or the decision we make, e.g. in a claims process, then you have the opportunity to submit a complaint. The Complaints Department has a broad range of employees from Customer & Pension Services who have both legal and technical backgrounds, so we are able to process your complaint in the most professional manner possible.

A complaint will often be relevant after a longer process involving disagreements and potentially following a dialogue with our Customer Representative.

Here you can write to us if you, e.g.:

  • disagree with the outcome of a decision
  • are dissatisfied with how PFA handles your case, e.g., case processing time or advisory services
  • are generally dissatisfied with one of PFA’s products or services
 
 
If you have questions about your pension, such as insurance cover or investment profile, please log on to My PFA  (mitpfa.dk) instead and write to us via “Messages” or call our Advisory Services Centre at (+45) 70 12 50 00.
  
Other ways to complain