All complaints addressed to the Company can be submitted in the following ways:
A written complaint submitted personally or by post has to contain the complainant’s signature.
A written complaint has to contain the following information:
The Company reserves the right to dismiss the received complaint if the abovementioned mandatory information is missing.
The Company also reserves the right to request information and documents evidencing the legal capacity of the complainant.
The Company identifies the complainant and its representatives in accordance with the provisions of normative acts of the Republic of Latvia and the Company’s requirements. The complainant must provide the Company with the requested information and documents evidencing accuracy of the provided information.
The Company provides a reply to the received complaint within 30 (thirty) days from the day of its receipt, after having received and reviewed all the relevant proof and information. If, due to objective reasons, it is not possible to reply within this term, the Company has the right to extend it, notifying the complainant in writing.
In case the complaint relates to potential infringement of consumer rights, the complainant and the Company’s relations are addressed in accordance with the normative acts governing consumer rights protection.
If the Company’s response does not satisfy the claim stated in the complaint, it can be appealed to the following independent institutions:
Pursuant to Latvian normative acts, all civil disputes fall under the court jurisdiction. Civil disputes, discords or claims arising from mutual business relations between the complainant and the Company, their breach, termination, legality, validity or interpretation, must be submitted for resolution to the courts of the Republic of Latvia.
The operation of the Company is supervised by the Financial and Capital Market Commission, address: 1 Kungu Street, Riga, LV-1050, Latvia. In instances stipulated by external normative acts, the Company is obliged to notify the Financial and Capital Market Commission of the received complaints, as well as disclose the identity of the complainant.