Client Complaints and Proposals

Baltic International Bank is interested in providing high-quality financial products and services as well as excellent customer service to you, and we are proud that our work is highly appraised by our customers! To continue improving our products and services, we would very much appreciate your opinion regarding your previous cooperation with Baltic International Bank as well as recommendations for its further improvement!  

Feel free to give your feedback and suggestions by phone or leave a message on the Bank’s homepage.

You may file oral or written complaints in the manner as follows:

  • by calling your personal banker or calling (+371) 6700 0444;
  • in person at the Bank’s premises located in Riga, 6 Grēcinieku Street;
  • by sending a registered letter;
  • by emailing to: sudzibas@bib.eu.

If you choose to personally file your feedback, suggestion or complaint in writing, by mail, please make sure that your feedback, suggestion or complaint is signed with your personal signature.  


Rules for Handling Client Complaints (Disputes) and Proposals


1. Table of Contents

1. Table of Contents
2. Definitions and Interpretation
3. General Provisions
4. Types of Complaints. Receipt and Registration of Complaints

  • Types of Complaints
  • Complaint-Filing 
  • Registration of Complaints

5. Responding to Complaints
6. The Procedure for Examining Other Complaints
7. Lodging an Appeal against Bank’s Response to the Complaint
8. Proposals

2. Definitions and Interpretation

Bank means Joint Stock Company Baltic International Bank.

Bank’s Officer means any of Bank’s employees, including Bank’s senior officer (a member of the Supervisory Board, a member of the Management Board, Bank-authorised person) who receives a Complaint or Proposal.

Client means any natural person, legal person or an association of such persons to which Bank provides or intends to provide financial or other services.

Committee means Client Grievance Committee (examines complaints, disputes and proposals).

Complainant / Proposer means Client, Bank’s Officer, Bank’s business partner, and any other natural or legal person.

Complaint means an oral or written statement of dissatisfaction addressed to Bank by complainant concerning inappropriate quality of a service provided by Bank (including quality and culture of banking service), violation of or non-compliance with relevant agreements by Bank, acting in a manner contrary to Client’s interests, and Bank’s non-compliance with the applicable laws and regulations.

Written Complaint means a complaint lodged in writing by using Bank’s remote banking services or electronic communication facilities approved by Bank.

Oral Complaint means a complaint made orally, in a face-to-face manner, to Bank’s officer or to an officer of Bank’s representative office, or lodged telephonically.

Proposal means an initiative, recommendation or comment about Bank’s services (terms and conditions, quality, accessibility) and customer service, or proposal for new services or for other related matter, as lodged by Proposer orally or in writing.

Financial and Capital Market Commission (FCMC) is a financial regulatory authority in the Republic of Latvia.

3. General Provisions 

3.1. These Rules prescribe the manner whereby Complainant / Proposer lodges Complains and Proposals to Bank.

4. Types of Complaints. Receipt and Registration of Complaints

Types of Complaints
4.1. Bank receives the following types of Complaints:

4.1.1. Written Complaints;

4.1.2. Oral Complaints received telephonically or in person while on Bank’s premises; the Complainant indicates the essence of his or her Complaint (what happened, when and where) to the Administrative Department’s employee or to the respective private banker.

4.2. In the manner prescribed herein, Bank examines written Complaints concerning:

4.2.1. credit transfers (also known as electronic funds transfers or wire transfers)  and transactions involving electronic payment instruments;

4.2.2. Bank’s financial services, including complaints regarding fees and commissions charged by Bank;

4.2.3. information provided by Bank to the Bank of Latvia’s Credit Registry according to the Bank of Latvia’s “Credit Registry Rules”;

4.2.4. core investment services and ancillary (non-core) services provided by Bank;

4.2.5. other matters addressed in the Complaints lodged against Bank.

4.3. A written Complaint must contain the following mandatory information:

4.3.1. Information about the Complainant:

  • natural persons: full name, date of birth; national identity number/other legally valid ID; non-residents who do not have the ID number assigned in the Republic of Latvia must specify the date of birth, passport data, the number of a valid travel document authorising entry into the Republic of Latvia (if the travel document has been issued), residential or other mailing address to which the response can be delivered, contact phone, and email address;
  • legal persons: corporate name, registration number/UBI/company number (the terms vary among jurisdictions), registered office/legal address or the actual physical/street address, the representative’s job title, full name, legal basis for acting in a representative capacity, mailing address to which the response can be delivered,  contact phone, and email address;

4.3.2. the date and place the Complaint was received;

4.3.3. the nature, subject-matter, merits of the Complaint and factual account of circumstances;

4.3.4. the form of response preferred by the Complainant (optional information).

4.4. A Written Complaint must contain the Complainant’s signature. A Complaint filed by a legal person must be signed by an authorised signatory acting in a representative capacity.

4.5. The Complainant attaches copies of the documents (payment orders, statements/excerpts, and others) which are referred to in the respective Complaint and which confirm and support the respective Complaint.

Complaint-Filing   
4.6. Time-limits for Complaints are laid down in the Credit Institutions Act, Consumer Protection Act,  Payment Services and Electronic Money Act, and Financial Instruments Market Act of the Republic of Latvia.

4.7. A Complainant may lodge a Written Complaint not later than 45 (forty five) calendar days from the date the respective financial service has been provided, unless other deadline is set forth in the law or specified in the agreement concluded between Bank and Client.

4.8. Bank’s agreements on the provision of investment services and ancillary services describe the mechanism of lodging Complaints relating to investment services and ancillary services.

4.9. Complainant may lodge a Complaint

  • in person, while at Bank’s premises (Bank’s head office in Riga, Grēcinieku ielā 6)
  • by mail (a registered letter)
  • by any technical means of communication (email address: sudzibas@bib.eu)
  • by other means of communication.

4.10. Bank accepts Written Complaints lodged by a Complainant:

4.10.1. in person, while at Bank’s premises;

4.10.2. by email sudzibas@bib.eu

4.10.3. via electronic means of communication.

4.11. Complainant may lodge an Oral Complaint telephonically (by calling at Bank’s contact phone number +371 67000444,) or by using Bank’s telephone banking, or to Bank’s Officer in a face-to face manner.

4.12. When lodging an Oral Complaint, the Complainant discloses the mandatory information as specified in cl. 4.3 hereof.

4.13. Complainant is certainly entitled to withdraw his or her Complaint at any stage.

Registration of Complaints 
4.14. When receiving an Oral Complaint telephonically or delivering the Complaint to the respective private banker, Bank’s Officer records the subject matter of the Complaint, the Complainant’s contact information and informs the Complainant of the progress on the Complaint.

4.15. If a Complaint contains insufficient or inaccurate information and/or information does not satisfy the requirements set out in sub-clauses of cl. 4.3 and in clauses 4.6 and 4.7 hereof and Bank does not possess enough information to examine the Complaint, Bank takes no further action on the Complaint. Bank notifies the Complainant thereof, requests the Complainant to provide the required information and specifies the submission timescale within which the Complainant can provide the information. If the deficiencies cannot be remedied, Bank informs the Complainant that Bank intends to take no further action in regard of the Complaint.

4.16. No later than within 5 (five) days after receiving Client’s Complaint, Bank informs the FCMC about Bank-Client dispute concerning the wire transfer whose amount exceeds EUR 285 000.

5. Responding to Complaints  

5.1. Bank provides a written response to the Complaint and delivers it to the address as specified by the Complainant within the following timeframes:

5.1.1. a natural person: not later than within 15 (fifteen) business days from the receipt of the Complaint by Bank, while adhering to the requirements of the Consumer Protection Act of the Republic of Latvia;

5.1.2. a legal person: not later than within 30 (thirty) days from the receipt of the Complaint by Bank;

5.1.3. in other cases: not later than within 30 (thirty) days from the receipt of the Complaint by Bank.

5.2. If a longer period is required to investigate a Complaint, Bank informs the Complainant thereof in writing, notifies him or her of an extension of time for considering the Complaint and of the reasons behind the extension.

5.3. If no written response is provided to an Oral Complaint, Bank’s Officer orally informs the Complainant about Bank’s decision (reply).

5.4. The response to the Complaint should be as far as possible in the same language in which the Complaint was lodged.

6. The Procedure for Examining Other Complaints

6.1. Other Complaints, which are not mentioned in Section 4 of these Rules, include Complaints:

6.1.1. lodged with the Ombudsman of the Finance Latvia Association;

6.1.2. lodged in connection with the provision of Bank’s core investment services and ancillary (non-core) services;

6.1.3. lodged with the Consumer Protection Centre;

6.1.4. lodged in connection with the non-compliance of the Payment Services and Electronic Money Act of the Republic of Latvia.

6.2. The procedure for examining Complaints is laid down in the applicable laws of the Republic of Latvia.

6.3. The Ombudsman of the Finance Latvia Association examines Complaints relating to credit transfers or transactions (involving electronic payment instruments) do not exceeding EUR 50 000, whether those transfers are carried out in a single transaction or in several transactions which appear to be explicitly linked.

6.4. The procedure for examining Complaints relating to Bank’s core investment services and ancillary (non-core) services is laid down in the Financial Instruments Market Act of the Republic of Latvia, other applicable laws and regulations, Bank’s agreements on the provision of investment services and ancillary services, and these Rules.

6.5. The Consumer Protection Centre examines Complaints lodged by the Complainants who are considered consumers within the meaning of the Consumer Protection Act of the Republic of Latvia. The Centre also examines infringement notices (complaints about infringements of the consumer protection provisions stipulated in the law) filed by consumers of financial services consumers. The Centre also examines consumer complaints (disputes) regarding unfair contractual terms (unfair consumer contracts), if the consumer considers a particular term unfair and therefore a dispute arises between the consumer and Bank in its capacity as the service provider.

6.6. In addition to the cases referred to in cl. 6.5 hereof, Complainants treated as consumers within the meaning of the Consumer Protection Act may apply to the Consumer Protection Centre to file infringement notices (complaints about infringements of the Financial Instruments Market Act and other consumer protection provisions stipulated in the law) associated with the provision of investment services. 

6.7. The FCMC examines Complaints about infringements of the Payment Services and Electronic Money Act lodged by the users of payment services who are not considered as consumers within the meaning of the Consumer Protection Act, if the infringement has resulted or may result in a considerable harm to the interests of a group of the users of payment services (harm caused to collective interests).

6.8. The FCMC provides Complainants with the statements of opinion regarding complaints about infringements of the Financial Instruments Market Act and of other laws where the infringements relate to the provision of investment services.

7. Lodging an Appeal against Bank’s Response to the Complaint

7.1. If the Complainant is dissatisfied with Bank’s response to the Complaint, Bank reaffirms its stance, provides a reasoned justification for its views to the Complainant, and informs the Complainant about other possibilities of escalating the Complaint and disputes further.

7.2. After receiving Bank’s response to his/her Complaint, the Complainant has the right to lodge an appeal against the response by making a referral to:

7.2.1. the Ombudsman of the Finance Latvia Association if a Complaint relates  to credit transfers or transactions (involving electronic payment instruments) do not exceeding EUR 50 000, whether those transfers are carried out in a single transaction or in several transactions which appear to be explicitly linked;

7.2.2. the court with jurisdiction to rule on the substance or to the court of arbitration, according to the dispute settlement procedure referred to in the relevant agreement entered into between Bank and Client.

8. Proposals

8.1. A proposer may submit a Written Proposal (the Proposer may lodge it in person while at Bank’s premises. Alternatively, the Proposer may send it by ordinary mail or e-mail (sudzibas@bib.eu) or via other electronic means of communication. The Proposer may file an oral proposal telephonically (Bank’s contact phone number is +371 67000444), or by using Bank’s telephone banking, or to Bank’s Officer in a face-to-face manner.

8.2. Bank accepts and examines all Proposals, recommendations or comments on services provided by Bank (terms and conditions, quality, accessibility), and customer service, or proposals for new services or for other related matters.

8.3. Bank informs the Proposer, as far as possible, about the result of considering the Proposal.

These Rules have been drawn up with reference to:

  • Credit Institutions Act [Kredītiestāžu likums] of the Republic of Latvia;
  • Consumer Protection Act of the Republic of Latvia;
  • Financial Instruments Market Act of the Republic of Latvia;
  • Payment Services and Electronic Money Act of the Republic of Latvia;
  • FCMC’s “Recommendations for handling and registering complaints received by credit institutions, credit unions, investment firms, investment companies, alternative investment fund managers, payment institutions and electronic money institutions and presenting information about complaints”;
  • Bank’s internal regulatory and guidance documents that specifically govern the practice of dealing with client complaints and disputes.

For more information, please contact your private banker.  

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