Ombudsman deals with all complaints independently and impartially and is obliged to guarantee confidentiality of personal, account, deposit and transaction details.
Most of the complaints that are dealt with by the Association’s ombudsman cover the actions and services provided by credit institutions incorporated in Latvia – Latvian branches and representative offices of foreign credit institutions.
It is possible to turn to the Ombudsman in the case of failure to agree with your bank regarding an emerging situation, for example, when:
From 18.05.2018. the Association’s ombudsman resolves disputes not only between consumers but also bodies corporate. If the dispute deals with the closing of a bank account on bank’s initiative:
The Association’s Ombudsman is registered with the Out-of-court Consumer Dispute Database.
The Ombudsman shall review the complaint within two months from the day of submission of a complaint or the elimination of shortages. In the case that it is not possible to comply with the deadline due to objective reasons, the Ombudsman may prolong it. Review of complaints is explained in more detail in the Rules and By-Laws of the Ombudsman.
When submitting a complaint to the Ombudsman, a security sum shall be paid for the review of the complaint in the amount of EUR 20. If the Ombudsman leaves the complaint without proceeding as well as if it is satisfied in full or in part, the security sum shall be returned to the person submitting the complaint. In turn, if the investigation case of the complaint is being terminated or the complaint is denied in full, the security sum shall not be returned.