Retail customer agreement terms and conditions

The law aims to give you as a customer better consumer protection, prevent debt problems, regulate more services and unite regulations into one law.

The new law gives you better rights and we are changing the terms and conditions so that this is included in the agreements.

Both the customer and DNB can terminate the agreement in the event of a material breach by the other party. The account agreement has been amended to emphasise that DNB can also block services by cancellation. The new law also specifies some cases that will always be considered a material breach by the customer. The account agreement has been amended so that these cases in the law are set out in the terms and conditions, and these include:

• The customer has intentionally withheld or falsified information or necessary documentation.
• Bankruptcy or debt negotiations under the Norwegian Bankruptcy Act have been started with the customer.
• The customer has clearly acted in violation of fairness and good faith. In these circumstances, other companies in the same group as the bank can cancel their agreements with the customer, if this is objectively justified.

Other conditions can also be considered a material breach. Your right to notice, justification, information about the effects and a deadline of two weeks have been included in the terms and conditions. DNB may block and/or terminate the agreement with immediate effect in the event of a justified suspicion of illegal use.

See, among other things, the Account Agreement, general terms and conditions for deposits and payment services, point the Account Agreement Part B general terms and conditions, Sections 31, 32 and 33, Payment Card Debit Card, Section 13 and Mastercard, Section 35.

Yes, there will be no change when using your cards, and you also do not need to order new ones.

DNB will block your card if you contact us to report a loss or theft. In addition, DNB can block the card if security weaknesses are discovered or if it is suspected that the card may be subject to fraud attempts or other unauthorised use.

If the credit card is linked, DNB can also block the card if there is a significantly higher risk that the customer cannot fulfil their payment obligation. DNB can also block the card if there is a risk that the card may be misused by you or other people, or in the event of the customer’s death, bankruptcy or in the event of termination, cancellation or liquidation.

See Payment card-debit card item 5 and 17, Payment card children and young people item 7 and 17, and for Mastercard under items 10, 23, 28 and 36.

The new law gives you the right to reject notified changes, such as changes in interest rates or fees. This rule applies from 1.7.2023. If you disagree with a notified change, you can terminate the agreement at any time – such as the loan.

It is important to note that if you send in a formal rejection, as the law allows, DNB can terminate the agreement. If, for example, you reject an interest rate increase on a home mortgage, and DNB goes for termination, you must settle the entire home mortgage within a short period of time.

If you don’t manage it, it can lead to additional costs and problems for you and any co-borrower and reallocation manager.

If you have any questions about a notice of an interest rate change or other change to the agreement, we recommend that you contact us on 915 04800.

Yes, there is no change to how the consumer loan works.

Read more about complaints

We will respond to you in writing, in clear language, as soon as possible. If we have not responded to you within 15 working days after we have received your complaint, we will send you a preliminary response with information on the reason for the failure to respond and when you will receive a final response from us.

In exceptional cases, which are beyond our control, it may take 35 days before you receive a reply from us. Please note that this does not apply to complaints related to industry.