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 EUR 17.24 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.