Procedure for acceptance and review of the customer complaints

Customer - a natural or legal person or legal entity that has expressed a wish to start cooperation with the Bank or that uses/has used the Bank's services

Confidential information - information about the Customer, its Accounts and Transactions.

Complaint - dissatisfaction expressed by the Customer in writing on the activities or inactivity of the bank with regard to the financial service used/applied by the Customer or the Customer service culture, including a Claim

Submitter of the Complaint - a person, who has submitted a complaint

Claim - a property claim submitted in writing to the Bank and signed by the Customer with regard to the financial service, used/ applied for by the Customer, including the activity or inactivity of the Bank.

3.1. The Bank accepts and reviews Complaints that the Customer submits personally or through a representative and provide replies to them.

3.2. Complaints of the Customers about the receipt of cash or the deposit into the account, including the amount of the issued amount, the authenticity or quality of the banknotes, are reviewed only if they are expressed during the relevant transaction and in the presence of the employee who performed the transaction. Failure to raise objections in accordance with the procedure specified in this Clause are considered as a clear consent of the Customer to the terms of the transaction, and the Bank shall not accept complaints about these transactions later.

3.3. The Bank accepts complaints in Latvian, English or Russian. The Bank provides a written reply to the Complaint in the language the Complaint was submitted, or pursuant to the choice of the Customer in Latvian, Russian or English.

3.4. The Bank accepts the Complaint, which is submitted in writing via any official communication channel of the Bank:

• when the Customer or its representative appears at the Bank, prepared in free form or filling in the Standard Complaint Form of the Customer;
• receiving it via mail or courier mail;
• by using the Internet bank;
• receiving to the e-mail address info(abols)industra.finance;
• Completed by the Customer and sending the “Feedback Form” available on the website of the Bank.

3.5. If a Customer has submitted to the Bank a Payment card transaction complaint or Complaint regarding an Unauthorized payment, the Bank accepts and processes such application in accordance with provisions of the General Business Terms and Conditions. 

3.6. The date of receipt of the document by the Bank is deemed as the moment of submission of the written Complaint.

3.7. The Bank will review the Complaint submitted by the Customer and send a written reply to the Customer within 15 (fifteen) working days from the day of receipt of the Complaint by the Bank. In case if additional check will be required or additional information should be requested, or due to any other objective reasons, the time period for review of the Complaint may be extended up to 35 (thirty-five) working days by informing the Customer on that in writing, specifying reasons for delay and the planned period of review of the Complaint.

3.8. The Bank provides a reply to the Complaint via the same communication channel used for submission of the Complaint, unless the Customer has made a wish to receive a reply via any other communication channel. 

3.9. The Customer, who has turned to the Bank with a Complaint, has the right at any period of examination of the Complaint to revoke his/her Complaint in writing. Revocation of the Complaint is accepted by the Bank and reviewed according the same procedure the Complaints are accepted. If the Customer has revoked his/her complaint in full, the Bank terminates examination of the Complaint. If the Customer revokes the Complaint in part, the Bank examines the Complaint in the part, which is not revoked.

3.10. If the reply provided by the Bank to the Complaint fails to satisfy the requests made in the Complaint, the Bank provides in a reply to the Complaint reasonable explanation of its position and shall inform the submitter of the Complaint on other possibilities to review the Complaint and disputes.

3.11. The Bank provides a possibility for the Customer to express his/her opinion or recommendations on the improvement of the activities of the Bank by filling in and sending the form “Send a feedback” available on the website of the Bank.
 

Acceptance of the complaint in the Customer Service Centre
4.1. When submitting a Complaint, a personal identification document must be presented. 
4.2. If a complaint is submitted by a representative of the Customer, a document, confirming the right of the person to represent the Customer must be presented.
4.3. After identification of the person the employee makes a notice on receipt of the Complaint on the original and copy of the Complaint (if the submitter of the Complaint asks to issue a document confirming the submission of the Complaint).

Acceptance of the Complaint via Internet bank 
4.4. If the Customer needs an approval on the fact of receipt of the Complaint, it must be indicated when submitting the Complaint. 

Acceptance of the Complaint on the website of the Bank and via e-mail of the Bank info(abols)industra.finance
4.5.    The Bank shall accept the Complaint, which is submitted by filling in the Feedback Form, or sending to the e-mail info(abols)industra.finance, if the Complaint does not contain confidential information. If the Complaint contains confidential information, the Complaint must be submitted by selecting any other form for submission of the Complaint.
4.6. A complaint, which is signed via safe electronic signature can be submitted via e-mail info(abols)industra.finance.

Acceptance of the Complaint via mail
The Complaint must be sent to the address of the Bank or Customer Service Centre. Addresses are available on the website of the Bank.

5.1.    If the Complaint contains confidential information, the Bank shall verify whether it is entitled to disclose to the submitter of the Complaint the confidential information and the channel and form of submission of the Complaint enables to sufficiently make sure on the identity of the submitter of the Complaint. 

5.2.    If the Bank is not entitled to disclose to the submitter of the Complaint the confidential information, the Bank shall prepare a reply letter, specifying that examination of the Complaint is not possible due to the fact that the submitter of the Complaint is not entitled to receive the Confidential Information.

5.3.    If the channel for submission of the Complaint and the form does not enable to sufficiently ascertain on the identity of the submitter of the Bank (for example, the Complaint, which is not signed with a safe electronic signature, is submitted to the e-mail of the Bank), the Bank shall contact with the Customer in order to receipt a confirmation on submission of the Complaint. If the contact information of the Customer is not registered in the systems of the Bank, the Bank shall prepare a Reply letter, specifying that it is necessary to select any other form of submission of the Complaint, enabling to identify the submitter of the Complaint, in order to review the Complaint.

5.4.    The Bank shall deny repayment of the amount specified in the Complaint, if there are evidence available at the disposal of the Bank, indisputably substantiating the authorisation of the payment, or the Bank can prove that the Customer has acted unlawfully in the particular case or has made gross negligence. In such a case the Bank shall prepare a reply letter to the Customer, denying the request for repayment of the amount.

6.1. The bank is entitled to leave the complaint without examination in the following cases:

6.1.1. the submitter of the Complaint is not specified in the Complaint (name, surname and address);
6.1.2. the Complaint is not signed (including with a safe electronic signature);
6.1.3. the text of the Complaint is not readable or understandable due to objective reasons;
6.1.4. the Complaint is submitted in any language, other than Latvian, English or Russian;
6.1.5. a reply to the Complaint is provided before, and the content thereof with regard to the legal or actual circumstances specified in the previous Complaint has not changed on the merits;
6.1.6. the content of the Complaint is obviously offensive;
6.1.7. if the Complaint is prepared by the authorised representative of the Customer, but the Complaint is not enclosed with a document confirming the authorisation.

6.2. In the above-mentioned cases, except Clause 6.1.1, the bank will inform the submitter of the Complaint that the Complaint is being left without examination, specifying the substantiation.

7.1. General principles for acceptance and review of Complaints are determined in Section 3 of this document, except that JSC Industra Invest accepts the Complaints to the e-mail address industra.invest(abols)industra.finance.

7.2. The procedure for submission of Customer Complaints is determined in Section 4 of this document. Procedure for examination of the Complaints is determined in Section 5 of this document. 

7.3. The Complaint (property claim) must be examined and the decision on payment of the amount specified in the Complaint is made by the Board of JSC Industra Invest.

7.4. Procedure for leaving the Complaint without examination is determined in Section 6 of the present document. JSC Industra Invest informs the submitter of the Complaint on that, specifying the substantiation.

8.1. In relation to the activities of the Bank, the Customer has the right to turn to the Ombudsman of the Latvian Financial Industry Association, who is a neutral mediator whose aim is to clarify the circumstances and reach an agreement between the client and the bank. The Ombudsman of the Latvian Financial Industry Association is located at 1 Roberta Hirša iela, Riga, LV-1045, and its website is https://www.financelatvia.eu/ombuds/.

8.2. If the Customer believes that a breach of consumer rights protection is to be established in this case, the Customer has the right to complain about the Bank's conduct to the Consumer Rights Protection Centre, located at 55 Brivibas iela, Riga, LV - 1010; its website is www.ptac.gov.lv. 

8.3. The Customer has the right to submit a complaint on the Bank’s conduct to its supervisory authority. Supervision of the activities of the Bank is performed by the Bank of Latvia. Address of the Bank of Latvia is 2A K. Valdemara iela, Riga, LV-1050, its website is https://www.bank.lv/, information about notification on violations is available: https://www.bank.lv/par-mums/zinosana-par-parkapumiem.