Customers of Rigensis Bank AS can submit complaints and claims regarding the Bank’s operation to the Ombudsman of the Association of Commercial Banks of Latvia.
The procedure for reviewing complaints of credit institution customers shall be governed by the Rules of the Ombudsman of th e Association of Commercial Banks of Latvia and the Regulation on the Ombudsman of the Association of Commercial Banks of Latvia.
In accordance with the Rules of the Ombudsman of the Association of Commercial Banks of Latvia, the Ombudsman shall review only those complaints that correspond to all of the following characteristics:
- The complaint relates to a violation of the provisions of the Payment Service Law and Electronic Money Law;
- The complaint relates to compliance with the Common Principles of the Natural Persons’ Current Account Switching;
- The complaint relates to violation of the provisions of Regulation No. 924/2009 of the European Parliament and of the Council of 16 September 2009 on in the Community with respect to payments in euro currency;
- The complaint relates to mentioned above cross-border payments questions which are regulated by Regulation(EU) No 524/2013 of the European Parlament and of the Council of 21 May 2013 on online dispute resolution for consumer disputes and amending;
- The complaint relates to an 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 but not less then 10EUR.
- The complaint does not deal with issues of falsification of documents;
- The complaint does not deal with issues of substantiation of pricing of credit institutions, granting, cancelling or altering of credit limits, terms and conditions of credit limits and similar matters;
- The customer has already applied with a similar claim to the concerned credit institution, yet no satisfactory reply has been received from the credit institution within a month from the date of submitting (mailing) of the claim;
- No claim on the subject of complaint has been lodged either with a court or court of arbitration;
- The customer has not lodged a similar complaint with the Centre for Protection of Consumer Rights;
- The concerned customer has not previously submitted a complaint on the concerned subject matter to the Ombudsman;
- Complaint relates to a credit institution which has not been declared insolvent or liquidated;
- The dispute is not insignificant;
- Resolving specific dispute cannot be a cause of significant adverse effect on the activity of the Ombudsman.
The complaint shall be executed in writing and shall be submitted to the Ombudsman of the Association of Commercial Banks of Latvia at 9/11 Pērses Street, Riga, LV-1011 or via e-mail firstname.lastname@example.org.
For more information about the Ombudsman and his/her activities, please, visit the website of the Association of Commercial Banks of Latvia.
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