You may submit your suggestions and feedback to the Bank personally, mail them to the Bank’s address: Smilsu iela 6, Riga, LV-1050, Latvia, or e-mail them to: This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

Submitting complaints to the Bank

If you have any complaints or claims regarding customer service or a service provided by the Bank, we are always ready to consider each case individually, provide explanations, and solve possible problems.

You can send a complaint or claim by mail, via the Internet Bank, by e-mail: This e-mail address is being protected from spambots. You need JavaScript enabled to view it , by fax: +371 67 031 300, or by submitting them to the Bank personally (Smilsu iela 6, Riga, LV-1050, Latvia). When you submitting complaints via e-mail or fax, they should by signed with using the Signature function of the Digipass electronic signature generation device issued to Customers.

Information to be included in a complaint:

• Data about the submitting person (for individuals – name, surname, and identity code or passport details if there is no identity code; for legal entities – the title and registration number, as well as the representative’s position, name, and surname);
• The submitting person’s address;
• The essence of the complaint or claim;
• Documents on which the complaint or claim is based;
• The submitting person’s phone number, fax number, and e-mail.

The Bank will consider your complaint or claim and will reply to you within thirty days after receipt. If more time is necessary for consideration of the complaint or claim and preparing a reply, you will be notified within thirty days following receipt of your complaint or claim.

Submitting a complaint to the Ombudsman

If you received an unsatisfactory reply from the Bank to a complaint concerning non-cash transfers or transactions with electronic account management tools, the complaint may be submitted to the Ombudsman of the Association of Latvian Commercial Banks (ACBL).

The Ombudsman only considers complaints that have all of the following features:

• The complaint was submitted by a customer who is not a credit institution or a financial institution;
• The complaint concerns non-cash credit transfers or transactions with electronic payment tools;
• The complaint concerns the actions of a credit institution registered in Latvia;
• The amount of the transaction (the total amount of transactions which are obviously related) that is the subject of the complaint does not exceed EUR 50,000.00;
• The complaint does not concern document forgery;
• The complaint does not concern the reasonability of pricelists of credit institutions, the granting, cancellation or amendment of credit limits, the terms and conditions of credit limits, or other similar issues;
• The customer has turned to the credit institution with the same claim and failed to receive a satisfactory response to their claim within one month as of the day of submittal (sending) thereof;
• No claim on the same subject has been submitted to a court or court of arbitration;
• The customer has not submitted the same complaint to the Consumer Rights Protection Centre;
• No complaints on the same subject from the same customer have been submitted to the ombudsman;
• The complaint is filed in writing according to all requirements of the ACBL and is submitted to the ACBL Ombudsman at Perses iela 9/11, Riga, LV-1011, Latvia.

More information on the ACBL ombudsman, its regulations and procedures are available on the ACBL website, www.bankasoc.lv/skirejtiesa/ombuds.

Submitting a complaint to the Consumer Rights Protection Centre

Customers who are considered consumers in the interpretation legal acts of the Republic of Latvia and the Republic of Cyprus are entitled to submit complaints on violations of requirements of legal acts to the Consumer Rights Protection Centre or to the relevant activity within the Republic of Cyprus.

More information on the Republic of Latvia Consumer Rights Protection Centre is available on the website, www.ptac.gov.lv.