Suggestions and
Complaints, Whistleblowing

We pay particular attention to the quality of customer service and every customer is important to us.

Should customers or partners have any uncertainties, questions, complaints or suggestions, inter alia, regarding lending matters, we encourage them to contact the bank using the most suitable method available:

• by visiting the bank in person;
• by calling our Customer Info Service: (+371) 67 359 000;
• by sending an email letter to [email protected];
• by sending a message via the Internet Banking system –> Correspondence –> Send message;
• by writing a letter and sending it by mail to the following address: 2 Jura Alunāna Street, Riga, LV-1010.

Complaints are accepted and replied solely in writing. A complaint must include the following information:

If the complainant is an individual:

• name, surname, personal identification number (date of birth), customer code and/or customer’s current account No., date and place of the application, customer’s signature;
• subject-matter of the complaint, specifying as detailed information as possible regarding the circumstances underlying the complaint. If possible, supporting documents should be enclosed to the complaint.

Upon accepting a whistleblower’s report, the bank guarantees whistleblower’s confidentiality in accordance with the Whistleblowing Law. 

The bank accepts and examines anonymous whistleblowers’ reports as well. 

If the complainant is a legal entity:

• legal entity’s name, registration number, customer code or customer’s current account No., date and place of the application, signature and seal of the customer’s authorised signatory (if any);
• subject-matter of the complaint, specifying as detailed information as possible regarding the circumstances underlying the complaint. If possible, supporting documents should be enclosed to the complaint.

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/.
• Latvijas Banka (central bank of Latvia), website: https://www.bank.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.

What is whistleblowing?

Reporting a potential violation that can harm the interests of the Bank and of the public, if an employee considers this information to be true and it has been obtained while fulfilling job duties or establishing legal relationship related to the fulfilment of job duties.

Who is a whistleblower?

A private individual providing information regarding a potential violation that can infringe the public interests, if this person considers this information to be true and it has been obtained while fulfilling job duties or establishing legal relationship related to the fulfilment of job duties, or while undergoing traineeship, and the person might encounter unfavourable consequences due to the provision of this information.

How can one whistleblow?

• A whistleblowing message can be sent by e-mail to ziņ[email protected];
• by post to 2 J.Alunana St., Riga, LV-1010, Latvia, indicating ‘Whistleblower’s message’ on the envelope;
• by applying to a competent institution having the appropriate competence to respond to a violation or to the whistleblower contact point at the State Chancellery, or by sending a message to the Finance Latvia Association to [email protected];
• the list of contact persons of competent institutions for whistleblowing matters is available at www.trauksmescelejs.lv.

Cases not considered to be whistleblowing:

• provision of knowingly false information;
• disclosure of information containing the state secret;
• reporting only on the infringement of personal interests;
• violation of confidentiality of communication between a sworn advocate and a client, a doctor and a patient;
• disclosure of the secret of judge discussion and non-disclosable information obtained during closed court sittings;
• disclosure of information regarding the performance of investigation activities, as well as disclosure of information obtained as a result thereof;
• disclosure of information regarding consultations with employee representatives or trade unions, as well as parties to the collective labour agreement, in so far information required for entering into or amending the collective labour agreement is affected.