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.