Suggestions and Complaints

The 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.

Name

Surname

Company Name (legal entities only)

Account No or Customer ID

Your e-mail

Contact phone

Subject

Current AccountsTransactionsPayment cardsLoansDepositsForeign ExchangeSafe BoxesInternet Banking/Home BankingFinancial InstrumentsClient ServiceOther

Your message (Nature of your complaint/suggestion and possible remedy)*

Would you like to get a reply ?

Send

By filling in the application form and submitting your data, you confirm that you agree with processing of personal data.

To expedite consideration of your submission, the Bank asks to include the following information:

• first name, surname (for natural persons);
• company name (for legal entities);
• details of your account (the account number or customer ID);
• the essence of your suggestion or complaint and your wishes;
• documents confirming your submission (if necessary);
• convenient way for you to receive a reply;
• Your contact information (phone number, e-mail address) in case your application is submitted beyond the remote service system;
• a written submission must be personally signed and dated.

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.

If in the course of considering the submission, the information provided by the Client turns out to be insufficient, the Bank may request additional information/documents/explanations.

How long does it take to consider an issue?

We will try to consider your submission as quickly as possible, but according to Section 74 ¹ (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.

Please note that anonymous complaints are not considered by the bank.

If a reply provided by the bank and the proposed solution do not satisfy the requirement set forth in your submission, and also if you are interested in an independent investigation, you may contact the following independent institutions:

• Ombudsman of the Finance Latvia Association https://www.financelatvia.eu/en/ombudsman/ ;
• Consumer Rights Protection Centre ( http://www.ptac.gov.lv/ ) - for natural persons;
• Court of general jurisdiction of the Republic of Latvia ( http://www.tiesas.lv );
• Court of Arbitration of the Association of Latvian Commercial Banks http://fstiesa.lv/en/court_of_arbitration/;
• Financial and Capital Market Commission - http://www.fktk.lv

! 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)