Suggestions and ComplaintsThe Bank has created and uses a special long-term programme for improving the client service, within the framework of which we offer you an opportunity to express your views on the work of the Bank and its subsidiaries, on the quality of the provided services, as well as to make proposals for improving activities of the Bank and its subsidiaries.
We are ready to look into the matter and provide clarification on a case-by-case basis.
Please contact us with suggestions or complaints.
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To expedite consideration of your submission, the Bank asks to include the following information:
Procedure of considering an issue
Specialists of the Bank register a submission, check the provided facts and documents, and make a decision on the actions required to address the submission, adhering to the principle of independence and objectivity of assessment. You will be provided a reply regarding the decision of the Bank.
How long does it take to consider an issue?
We will try to consider your submission as quickly as possible, but according to Section 741 (2) of the Credit Institution Law, the bank shall provide a written answer to written submissions and complaints (disputes) regarding provision of financial services within 30 days from the day of receipt of the submission or complaint (dispute). If due to objective reasons it is not possible to conform to this time period, the credit institution is entitled to extend it, notifying the submitter thereof in writing.
! In accordance with the legislation of the Republic of Latvia, all information regarding Client accounts is confidential and can only be provided to clients of the bank (or their legal representatives) after the process of their identification.
The general procedure for handling claims and resolution of disputes is also provided in the Terms and Conditions of JSC “Rietumu Banka” and Client Agreement (in the section Claim and Dispute Settlement)