Proposals and objections


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Dear client,

Swedbank is your cooperation partner! Therefore, should you have any queries or should you face any situation that you would like to comment on, please, inform us. Swedbank is dedicated to assist you in any situation and to resolve any problems if such should occur to its clients. Mutual cooperation is the key to quality and timely services. The submitted or expressed objections and complaints will be promptly examined in line with the reply terms specified below. Please, explain your question/problem in detail, to ensure a better and more comprehensive reply from the Bank.

You may express your objections and complaints in the following ways:

	Reply term	Issues
1. By personal visit to a branch		Customer service, payments, electronic settlements, card transactions**, any other issues.
a) Make an oral complaint to a bank's representative at any branch	Promptly*
b) Submit a written complaint/claim at any branch	Within 2 weeks
2. Non-presence:
a) By phone - 67444444 (business days 8 a.m. - 8 p.m.; Saturdays 10 a.m. - 5 p.m.) b) On card transactions - 67444544, 67444543 (round-the-clock operation)	Promptly*
c) by e-mail info@swedbank.lv	Within 1 business day*
d) by sending a message to the Bank via Telehansa, telehansa.net or Swedbank Internet Banking mailbox	Within 1 business day*
e) by post to the address Balasta dambis 1a, Riga, LV-1048	Within 2 weeks

All written complaints are registered and delivered to the person in charge who will reply to you as soon as possible. The answer is then sent in the form indicated by you (in writing, by phone or via e-mail).

For a claim on card transactions and effected financial transactions to be official, it has to be drawn up in writing and duly submitted (to a branch or via
Swedbank Internet Banking mailbox).

* Should there be a need for further clarification, the Bank's representative will inform the client on Bank's further activities and the reply term respectively.
** The examination of certain card transactions may require more than 2 weeks if so stipulated by the international dispute settlement provisions on VISA/Europay card transactions. In this case the Bank will inform you on the receipt of the complaint, progress of the follow-up and reply term within 2 business days.