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:
If you choose to personally file your feedback, suggestion or complaint in writing, by fax or 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. Definitions and Interpretations
Banka means Joint Stock Company Baltic International Bank.
Bank Employee means any employee of Bank, including a Bank official (member of the Management Board, Supervisory Board, authorised persons of the Bank), who receives a Complaint or Proposal.
Client means any natural person, legal person, partnership (or other similar legal entity), to which/whom Bank provides financial services and other services.
Complaint means a written or verbal Client’s statement of dissatisfaction (complaint) regarding inappropriate quality of a service provided by Bank (incl. quality and culture of rendering a service), violation of or non-compliance with relevant agreements by Bank, acting in a manner contrary to Client’s interests, non-compliance with the applicable laws and regulations on the Bank’s part.
Written Complaint means a complaint lodged in writing by using Bank’s remote services or electronic communications means approved by the Bank.
Verbal Complaint means a complaint made verbally to a Bank Employee, appearing in person at the Bank or at its representative office, or lodged telephonically.
Proposal means an oral or written initiative, recommendation or comment submitted by a Proposer on the services rendered by Bank (terms and conditions, quality, availability), or suggestions for new services of Bank, or for other Bank’s activity - related matter.
Proposer means Client, Bank Employee, Bank’s business partner, and any other natural or legal person.
Service system „Personal Contact” means such Client service whereby Client contacts Bank Employees personally.
RL is the abbreviation for the Republic of Latvia.
2. General Provisions
2.1. These rules prescribes the procedure according to which Bank accepts Complaints and Proposals submitted by Clients.
2.2. These rules have been drawn up with reference to the:
3. Types of Complaints, Procedure for Submission and Registration of Complaints
Types of complaints
3.1. Bank receives the following Complaints:
3.1.1. Written Complaints;
3.1.2. Verbal Complaints, received telephonically or through Service System „Personal Contact”.
3.2. Bank considers Written Complaints in line with the procedure specified in these rules:
3.2.1. on credit transfers and transactions with electronic payment instruments;
3.2.2. Complaints concerning information provided by Bank to the Credit Register of the Bank of Latvia in accordance with the “Credit Register Rules” of the Bank of Latvia;
3.2.3. Complaints related to investment services and auxiliary investment services provided by Bank;
3.2.4. Other Complaints against Bank.
3.3. A Written Complaint must contain the following information:
3.3.1. Information about the Complainant:
3.3.2. date and place of the Complaint;
3.3.3. nature, subject-matter of the Complaint and factual account of circumstances;
3.3.4. form of response preferred by Client (optional information).
3.4. 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.
3.5. The Client attaches copies of the documents (payment orders, statements, and others) which are referred to in the respective Complaint and which confirm and support the respective Complaint.
Submission of Complaints
3.6. The deadlines for lodging of Complaints are set out in the external regulatory enactments of the Republic of Latvia, such as the Credit Institution Law, the Consumer Rights Protection Law, the Payment Services and Electronic Money Law, the Financial Instruments Market Law.
3.7. A Client may submit to the Bank a Written Complaint not later than within 45 (forty five) calendar days from the date when the respective financial service was provided, unless other deadline for lodging a Complaint is specified in the external regulatory enactment and the agreement concluded between Bank and Client.
3.8. The procedure for lodging of Complaints regarding investment services and auxiliary investment services provided by Bank are specified in the Bank's agreements on the provision of investment services and auxiliary investment services.
3.9. A Client may lodge a Complaint in person, while at Bank’s premises in Riga, Kalēju iela 43 or Bank’s Head Office in Riga, Grēcinieku iela 6, or by registered mail, and a Client may also lodge a Complaint using technical communication means: fax (+371) 67000555 or e-mail: email@example.com, or in any other way.
3.10. Bank accepts Written Complaints, where
3.10.1. Client submits them in person at Bank premises or Bank’s representative office;
3.10.2. Client sends them by mail;
3.10.3. Client submits them, using electronic means of communication.
3.11. A Client may lodge a Verbal Complaint telephonically by calling to Bank’s contact phone number at +371 67000444 or by using Bank’s telephone banking, or submit personally to a Bank employee.
3.12. In case where a Verbal Complaint is lodged, Client mandatory provides the information specified in Clauses 3.3.1, 3.3.3, 3.3.4 of these rules.
3.13. Client has the right to withdraw his/her Complaint at any time.
Registration of Complaints
3.14. After receiving a verbal Complaint telephonically or through Service System „Personal Contact”, Bank Employee records information on the nature of the Complaint and Client’s contact information, and informs Client about the manner in which the information will be further handled.
3.15. If a Complaint contains insufficient or inaccurate information and/or it does not comply with the requirements specified in sub-clauses of Clause 3.5, Clauses 3.6 and 3.7 of these rules, and Bank does not possess enough information to handle the Complaint, Bank takes no further actions on such a Complaint, notifies the Client thereof, requesting the submission of further information and indicating the desired date for submission of the requested information, where such deficiencies can be eliminated, or notifies Client that no further action will be taken with regard to the Complaint.
3.16. If Bank receives a Client’s complaint relating to an electronic funds transfer whose amount exceeds EUR 285,000, Bank notifies the Financial and Capital Market Commission of a dispute between Bank and Client thereof not later than within five days after the receipt of the Complaint.
4. Responding to Complaints
4.1. A written response to a Complaint is sent to the address indicated by Client:
4.1. to a natural person – not later than within fifteen (15) working days after receiving the Complaint by Bank, while adhering to the provisions of the Consumer Rights Protection Law of the RL;
4.2. to a legal person – not later than within thirty (30) days after receiving the Complaint by Bank;
4.3. in other cases - not later than within thirty (30) days after receiving the Complaint by Bank.
4.4. If a longer period is required for the consideration of a Complaint, Bank notifies Client in writing of an extension of time for considering the Complaint and the reasons thereof.
4.5. If a written reply is not provided to a Verbal Complaint, the Bank Employee informs Client orally of the Bank’s decision (response) thereof.
4.6. The response to a Complaint should, as far as possible, provided in the same language in which the Complaint has been lodged.
5. Examination of Other Complaints
5.1. Other Complaints, not referred to in Section 3 of these rules, include:
5.1.1. Complaints to the Ombudsman of the Association of Latvian Commercial Banks;
5.1.2. Complaints with regard to investment services and ancillary investment services provided by Bank;
5.1.3. Complaints to the Consumer Protection Centre;
5.1.4. Complaints related to non-compliance with the provisions of the Payment Services and Electronic Money Law.
5.2. The procedure for the examination of Complaints, referred to in this Section of the rules, is prescribed in the applicable laws and regulations of the Republic of Latvia
5.3. The Ombudsman of the Association of Latvian Commercial Banks examines such Complaints where a Complaint relates to credit transfers or electronic payment instruments and the amount of the transaction (a total of obviously linked transactions), which is subject to the Complaint, does not exceed EUR 50,000.
5.4. The procedure for the examination of Complaints regarding investment services and ancillary investment services provided by the Bank is prescribed in the Financial Instruments Market Law of the RL, other external regulatory enactments, and in the Bank's agreements on the provision of investment services and ancillary investment services, and in these rules.
5.5. The Consumer Protection Centre examines Complaints lodged by Clients who are considered consumers within the meaning of the Consumer Protection Law, including submissions, received from consumers of financial services, about a violation of consumer rights protection laws and regulations. The Consumer Rights Protection Centre examines Complaints (Disputes) submitted by consumers about unfair agreement terms when there is a dispute between a consumer and Bank (service provider) with regard to a particular condition.
5.6. In addition to the cases, referred to in Clause 5.5 herein, the Consumer Protection Centre may examine Complaints lodged by Clients, who are treated as consumers within the meaning of the Consumer Protection Law, about a violation of the Financial Instruments Market Law of the Republic of Latvia and other regulatory enactments on the consumer rights protection when the violation is connected to the provision of investment services and ancillary investment services.
5.7. The FCMC examines Complaints, about a violation of the Payment Services and Electronic Money Law of the RL lodged by the users of payment services, who are not treated as consumers within the meaning of the Consumer Protection Law, if the violation 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).
5.8. The Financial and Capital Market Commission provides Clients with its opinions on Complaints regarding violations of the Financial Instruments Market Law and other regulatory enactments when such violations involve the provision of investment services.
6. Lodging an Appeal Against the Complaint
6.1. If a Client is dissatisfied with Bank’s response to a Complaint, Bank, in its response to Client, provides a reasoned explanation of its position and informs Client about other possibilities of escalating the Complaint and Dispute.
6.2. After receiving Bank’s response to his/her Complaint, Client has the right to lodge an appeal to:
6.2.1. the Ombudsman of the Association of Latvian Commercial Banks if the Complaint relates to credit transfers or electronic payment instruments and the amount of the transaction (a total of obviously linked transactions), which is subject to the Complaint, does not exceed EUR 50,000
6.2.2. the court of law or to the court of arbitration, according to the dispute settlement procedure stipulated in the relevant agreement entered into by and between Bank and Client.
7.1. A Proposer may submit a Written Proposal (Client may lodge it personally at the Bank or Bank’s representative office, send it to Bank by post, or email at: firstname.lastname@example.org, or use other electronic means of communication) or Verbal Proposal (telephonically, calling to the Bank’s contact number at +371 67000444 or using the Bank’s telephone banking, or personally to a Bank employee).
7.2. Bank accepts and examines all Proposals, recommendations or comments on services provided by Bank (terms and conditions, quality, availability), and service quality, or suggestions on new Bank's services or other issues related to Bank's activities.
7.3. Bank informs the Proposer, as far as possible, about the results of the examination of the Proposal.
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