Suggestions and Complaints, Whistleblowing

We pay particular attention to the quality of customer service and every customer is important to us.

Should Customers or partners have any uncertainties, questions, complaints or suggestions, inter alia, regarding lending matters, we encourage them to contact the Bank using the most suitable method available:

by visiting the Bank in person;
by calling our Customer Info Service: (+371) 67 359 000;
by sending an email letter to [email protected];
by sending a message via the Internet Banking system –> Correspondence –> Send message;
by writing a letter and sending it by mail to the following address: 2 Jura Alunāna Str., Riga, LV-1010;
by sending a fax message: (+371) 67 508 988.

Contents of the complaint

Complaints are accepted and replied solely in writing. A complaint must include the following information:

If the complainant is an individual:

name, surname, personal identification number (date of birth), Customer code and/or Customer’s current account No., date and place of the application, Customer’s signature;
subject-matter of the complaint, specifying as detailed information as possible regarding the circumstances underlying the complaint. If possible, supporting documents should be enclosed to the complaint.

Upon accepting a whistleblower’s report, the Bank guarantees whistleblower’s confidentiality in accordance with the Whistleblowing Law.

The Bank accepts and examines anonymous whistleblowers’ reports as well.

If the complainant is a legal entity:

legal entity’s name, registration number, Customer code or Customer’s current account No., date and place of the application, signature and seal of the Customer’s authorised signatory (if any);
subject-matter of the complaint, specifying as detailed information as possible regarding the circumstances underlying the complaint. If possible, supporting documents should be enclosed to the complaint.

On the procedures for providing a reply

We undertake to examine written applications and to provide a reply thereto within fifteen days following the receipt of the complaint, question or suggestion, unless normative acts provide for a shorter term of examination. If it is not possible to reply within the said term due to objective reasons, the Bank has the right to prolong the term for the examination of a question, suggestion or complaint for fifteen (15) days upon a prior notice to the Customer, using the notification method selected by the Customer. For certain Bank’s services, the terms for examination of complaints are stipulated in the terms and conditions of the respective service.

In the event the Bank’s reply is not received on time or is not satisfactory, the Customer has the right to submit a complaint to the following institutions:

– Ombudsman of the Finance Latvia Association in accordance with the regulations and provisions of the Ombudsman, at 8A Dome Square, Riga, LV-1050, website: https://www.financelatvia.eu/ombuds/.

– Financial and Capital Market Commission (www.fktk.lv).

– A court of the Republic of Latvia or the court or arbitrary court indicated in the litigious transaction document entered into by the Customer and the Bank.

– For Customers-consumers – Consumer Rights Protection Centre, at 55 Brivibas Street, Riga, LV-1010, website: www.ptac.gov.lv. The procedure for the acceptance, handling of complaints and contestation of decisions is laid down in the Consumer Rights Protection Law and the Payment Services and Electronic Money Law.