1. If a customer is given
negative response to his/her
complaint concerning
non-cash credit transactions
and electronic payment
transactions, customer has a
right to lodge a complaint
with the Ombudsman of the
Association of Latvian
Commercial Banks.
2. Ombudsman of the
Association of Latvian
Commercial Banks shall only
review the complaints
bearing all of the below-listed
features:
- The complaint has
been lodged by a
customer, which is
neither a credit
institution nor a
financial institution.
- The complaint
relates to clearance
remittances or
transactions involving
electronic means of
payment;
- The complaint
relates to action of a
credit institution
registered in Latvia;
- The amount of
transaction (or total
amount of obviously
related series of
transactions) to which
the complaint relates
does not exceed EUR
50'000;
- The complaint does
not involve any document
falsification;
- The complaint does
not involve either
substantiation of
pricing of credit
institutions, granting,
canceling or altering of
credit limits, terms and
conditions of credit
limits and similar
matters;
- The customer has
been applying with
similar claim to the
concerned credit
institution, yet no
satisfactory reply has
been received from the
credit institution
during a month from
submitting (mailing) of
the claim;
- No claim on the
subject of complaint has
been lodged either with
the Court or Court of
Arbitration;
- The customer has not
lodged similar complaint
with the Center for
Protection of Consumer
Rights;
- The concerned
customer has not
previously submitted any
complaint on the
concerned subject matter
to the Ombudsman.
3. The complaint shall be
executed in writing in
accordance withProcedure for
Reviewing the Complaints of
Credit Institution Customers.
It shall be addressed and
submitted to the Ombudsman
of the Association of
Latvian Commercial Banks at
9/11 Pērses Street, Riga,
LV-1011.
4. The complaint shall
state:
Data about the
applicant: name,
surname, identity code,
residence address - in
case of a natural
entity; full name,
address, registration No
- in case of a legal
entity;
Name of the credit
institution to which the
complaint relates;
Contents of the
complaint and subject of
claim;
Circumstances
verifying the complaint.
5. The complaint shall
include:
- Confirmation by the
applicant to the effect
that he/she is familiar
with these Rules and
Regulation on the
Ombudsman of the
Association of Latvian
Commercial Banks;
- Petition of the
applicant to have the
complaint reviewed in
accordance with the
provisions hereof;
- The applicant's
authorization to the
credit institution to
disclose to the
Ombudsman the
information about the
applicant's account and
financial services
provided to him/her, to
the extent necessary for
review of the complaint;
- The applicant's
confirmation to the
effect that no claim on
the subject of complaint
has been lodged with
either the Court or
Court of Arbitration,
and that he/she has not
been applying with
similar complaint to the
Centre for Protection of
Consumer Rights.
6. To lodge a complaint,
the applicant shall deposit
security in the amount of
LVL 15.00 in the account of
the Association of
Commercial Banks of Latvia
Court of Arbitration. If the
Ombudsman satisfies the
complaint, fully or
partially, the deposited
security shall be returned
to the applicant. If the
Ombudsman decides to leave
the complaint without
considering in accordance
with the applicable
procedure, or terminate
investigation of the
complaint, or reject the
entire complaint, the
deposited security shall not
be returned.
7. The applicant shall
attach the following to the
complaint:
- A copy of the
applicant's identity
document;
- A copy of the
complaint sent by the
applicant to the
concerned credit
institution;
- Reply (if any) of
the credit institution
to the complaint;
- Evidences to
delivery of the
complaint to the credit
institution, if the
above-mentioned reply is
missing;
- Agreement, which
gave rise to the
dispute;
- The documents to
which the applicant
refers in his/her
complaint;
- A document verifying
payment of the security;
- A document verifying
delivery of complaint
copy to the credit
institution.
8. The Ombudsman shall be
independent in his/her
decision making. The
Ombudsman decision is
commendatory.
9. Additional information
and Regulation on the
Association of Commercial
Banks of Latvia Ombudsman
and Procedure for Reviewing
the Complaints of Credit
Institution Customers are
available in the homepage of
Association of Commercial
Banks of Latvia:
read it here.
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