Filing a Complaint
We endeavour to make it easy for you to file a complaint. We sincerely want to hear also negative feedback in order to continuously improve our services and standards.
Rietumu Bank will make sure you are satisfied with how your feedback is handled. A special Complaints Handling Unit will look into your message and handle it as quickly and fairly as possible.
How and where to complain?
|By phone||Call our Complaints Handling Unit on +371 67025552 (lines are open on weekdays from 9.00 till 18.00)|
|In person ||Visit any of our branches or representative offices to discuss your concerns with one of our staff|
|Electronically||Fill-in a complaint/feedback form|
|By e-mail||Address your letter to: firstname.lastname@example.org|
|Via Remote Banking System||Send your letter via iRietumu or Home Banking|
|By postal mail ||File your complaint by post to our legal address:|
Vesetas str. 7, Riga, LV-1013
Complaints Handling Unit
|By fax||Fax your letter +371 67025588 ("Test key" is required)|
What you need to provide?
To help us investigate and resolve your complaint fairly, we need the following information:
- First name and surname
- Company name (if applicable)
- Your account details (account number or customer ID)
- A description of your complaint (the reason and nature of your complaint, as well as possible solution or remedy)
- Copies of relevant documents (if appropriate)
- The preferred way you would like to receive a response
- the application date and your signature (for written form)
How long will it take?
Rietumu Bank will investigate the matter and set about putting things right as quickly as possible. Our aim is to resolve your complaint straight away, by giving the matter into the hands of staff with the right experience, knowledge and authority. We will respond to you within 24 hours in case of an oral complaint (i.e. if you contact us in person or call us).
Upon the receipt of your written complaint, we will provide a response within 5 business days. In most cases, written complaints are resolved within 5 business days as stated above. However, occasionally it may require a bit more time to investigate your complaint thoroughly. We will keep you posted on a regular basis until your complaint has been resolved.
Normally your written complaint will be resolved within 15 business days. Please note that written responses are provided only to your written complaints, and that any complaints filed anonymously will not be reviewed.