Handling Suggestions and Complaints

We offer individual servicing to our customers, thus any suggestion or complaint is handled as soon as possible. In case bank officer cannot respond to the complaint, you will be informed of the time when your request will be answered in writing or verbally by the bank officials. Suggestions and complaints are thoroughly reviewed, and usually responses are provided within 10 days, but reviewing time can be extended in case of necessity, and then the bank officer will inform the customer by what time the response will be prepared.

The best way to submit a suggestion or complaint is to send it in writing via Internetbank AB.LV, or e-mail (bank@ab.lv), or to the following postal address: 23 Elizabetes Street, Riga, LV-1010.

The procedure of handling customer requests is also regulated by the bank General Business Terms and Conditions.

In case some customer’s complaint related to clearance remittances or transactions involving electronic means of payment is not satisfied, the customer can lodge a complaint to the Ombudsman of the Association of Latvian Commercial Banks.

Only those complaints meeting all of the following requirements are handled by the Ombudsman:

• the complaint has been lodged by a customer which is neither a credit institution nor a financial institution;
• the complaint is related to clearance remittances or transactions involving electronic means of payment;
• the complaint is related to operations of a credit institution registered in Latvia;
• the amount of transaction (total amount of evidently related transactions), in relation to which the complaint is lodged, does not exceed EUR 50 000;
• the complaint is not related to document falsification;
• the complaint is not related to any of the following: substantiation of pricing of credit institutions; granting, cancelling, or altering of credit limits; terms and conditions of credit limits, and similar issues;
• the customer has previously lodged a similar complaint to the concerned credit institution, but no satisfactory reply has been received from the credit institution within a month from submitting (sending) the claim;
• no claim on the subject of complaint has been lodged either with the court or court of arbitration;
• the customer has not lodged similar complaint to the Consumer Rights Protection Centre;
• the concerned customer has not previously submitted any complaint on the concerned subject matter to the Ombudsman.

The written complaint should be duly executed in accordance with all the requirements of the Association of Latvian Commercial Banks and submitted to the Ombudsman at the following address: Perses iela 9/11, Riga LV-1011.

Upon lodging a complaint, a security deposit of LVL 15 should be paid in the account of the Court of Arbitration of the Association of Latvian Commercial Banks. If the Ombudsman leaves the claim without consideration, or fully or partially upholds it, the security deposit will be refunded. If the ombudsman terminates or fully rejects the claim, the security deposit shall not be refunded.

More detailed information regarding the Ombudsman of the Association of Latvian Commercial Banks, along with regulation and procedure of handling the complaints, is available at the Association of Latvian Commercial Banks homepage eng.bankasoc.lv/car/ombud/regulations/.