DNB customer service — professional guide and practical details
Overview and key facts
DNB is Norway’s largest financial services group, operating retail, corporate and investment banking, insurance and asset management. The corporate headquarters is DNB ASA, Dronning Eufemias gate 30, 0191 Oslo, Norway, and the primary customer portal is https://www.dnb.no. The modern DNB group was formed through major mergers in 2003 and consolidated its consumer brand in 2011; as of mid‑2024 the organisation employs roughly 10,000–11,000 people across Norway and overseas branches.
For customers the most important implication of that scale is distributed service: local branches and relationship teams for complex corporate needs, and centralized digital and phone support for everyday banking. DNB combines in‑app self‑service (NetBank and DNB Mobil), phone centres, branch advisers and specialist teams (e.g., mortgage, corporate finance, transaction services) to cover all customer segments. The official customer service hub and verified contact points are published at https://www.dnb.no/kundeservice.
Contact channels and when to use each
DNB supports multiple contact channels tailored to the problem type. Routine transactions and account administration are fastest in the DNB Mobil app and NetBank (web): payments, standing orders, e‑invoices (E‑Faktura), card blocking and document downloads are available 24/7. Secure messages through NetBank are the recommended channel for account‑sensitive requests that require attachments (copies of contracts, identification or receipts) because messages are logged and legally timestamped.
Phone and chat handle time‑sensitive or complex issues that cannot be resolved in the app: disputed card transactions, suspected fraud, complex mortgage questions and travel notices. Branches are best for identity verification, signing mortgage contracts or meeting a relationship manager. Specialist lines (corporate relationship teams, DNB Markets, shipping finance) are accessible through the corporate pages: https://www.dnb.no/bedrift and via advisers assigned to large clients.
- Primary channels and practical tips:
- DNB Mobil / NetBank: use for 24/7 self‑service, document downloads, secure messaging and to freeze cards immediately.
- Phone/chat: use for urgent card blocks, suspected fraud and disputes; check https://www.dnb.no/kundeservice for the current, region‑specific numbers and opening hours.
- Branch: book an appointment for ID verification, mortgage signings, investment advisory meetings or complex corporate matters.
Complaint handling, escalation path and timelines
DNB maintains a formal complaints process. When you submit a complaint via secure message or the complaint form in NetBank, DNB will register and investigate; customers should expect an initial acknowledgement in a few working days and a substantive reply within a defined internal SLA (commonly within 1–8 weeks depending on complexity). Keep copies of transaction receipts, screenshots and reference numbers — these accelerate resolution.
If a complaint cannot be resolved to the customer’s satisfaction, Norwegian customers can escalate to the Financial Services Complaints Board (Finansklagenemnda). The Board provides independent dispute resolution for banking and insurance disputes and publishes decisions and guidance; details are available at https://www.finansklagenemnda.no. For consumer rights advice you can also consult the Norwegian Consumer Council (Forbrukerrådet) at https://www.forbrukerradet.no.
Security, authentication and fraud response
DNB uses Norway’s national e‑ID infrastructure: BankID (including BankID on mobile) is required for strong authentication in NetBank and for many third‑party services. For payments DNB supports multi‑factor authentication and transaction signing where required. The bank recommends enabling push notifications for transactions and using the app’s card‑freeze function the moment a card is lost; freeze/unfreeze actions are immediate and visible in the app’s card overview.
For suspected fraud or identity misuse, report the incident immediately through secure message or the emergency channels listed on the DNB customer pages. Preserve all relevant evidence: transaction timestamps, merchant names, screenshots, and any suspicious SMS or email headers. Quick reporting limits liability under Norwegian consumer protection rules and helps the bank coordinate with card schemes (VISA/Mastercard) and law enforcement for faster chargebacks or criminal investigations.
How to prepare for disputes or complaints (practical checklist)
- Collect transaction details: date, time, amount, merchant name, and transaction ID/reference.
- Gather supporting documents: receipts, order confirmations, delivery tracking or screenshots of the issue.
- Capture communication: save emails, chat transcripts, SMS or app messages related to the transaction or service.
- Note the desired resolution: refund, reversal, chargeback, statement correction or fee waiver and set a clear, realistic deadline for response.
- File via secure channels (NetBank/secure message) and retain the confirmation/reference number from DNB for escalation.
Corporate customers, specialised services and fees
Commercial clients at DNB are handled through industry teams (shipping, energy, real estate, SME, large corporates) and DNB Markets for capital markets solutions. Corporate onboarding typically requires company registration documents, boards’ authorisations and signatory lists — these are validated against the Norwegian Register of Business Enterprises (Brønnøysundregistrene) and may require notarised documents for foreign entities. Dedicated relationship managers provide tailored credit facilities, cash management and FX hedging services.
Fee structures vary by product and customer size. Retail product price lists and package fees are published on DNB’s website and updated annually; for retail customers consult https://www.dnb.no/privat/priser, and for corporate pricing contact your commercial adviser for a written offer. For high‑value services (corporate finance, M&A advisory), pricing is typically fee‑based (retainer + success fee) and quoted in writing before engagement.
