Suggestions and Complaints

You can submit feedback or a complaint in any of the following ways:

• by sending an email to info@magnetiqbank.com;
• by sending a message via Internet Banking;
• by visiting the Bank in person or sending a letter to: Brīvības iela 54, Riga, Latvia, LV-1011.

The Bank will review a written suggestion or complaint and provide you with a response as soon as possible, but no later than within 30 (thirty) business days, unless applicable laws and regulations provide for a shorter review period.

In certain cases, in order to review your suggestion, feedback or complaint concerning a specific customer service situation or business relationship and to provide a response, the Bank may need to verify your identity. If you object to identification or if, for any other reason, it is not possible to identify you, the Bank is entitled to provide only a general response.

The Bank is entitled not to consider suggestions or complaints where the person submitting them cannot be identified, where their content is clearly offensive, provocative or non-constructive, or for other justified reasons. In such cases, the Bank will inform the Customer that the suggestion or complaint will not be considered and will provide the reasons for this decision.

To enable us to assess your complaint as quickly and thoroughly as possible, please provide:

• your first name, surname and contact details;
• if you represent a company – the company name, registration number and your position or the basis on which you represent the company;
• the nature of the complaint and the circumstances related to it;
• where possible, documents or other information supporting the complaint;
• your preferred method of communication for receiving a response.

If you are a consumer, the Bank may, where necessary, request additional information in order to verify your identity.

If you have not received a response from the Bank or are not satisfied with the Bank’s response, you may contact:

The Ombudsman of the Finance Latvia Association

• Contact details:
  Roberta Hirša iela 1, Riga, LV-1045
  Phone: +371 28718175
  Email: ombuds@financelatvia.eu
  Website: Ombudsman – Finance Latvia

More information, including the “Rules of Procedure of the Finance Latvia Association” and the “Procedure for Examination of Claims Made by Customers of Credit Institutions by the Ombudsman of the Finance Latvia Association,” is available on the Finance Latvia Association’s website.

Latvijas Banka, the authority supervising the activities of banks.

• Contact details:
  K. Valdemāra iela 1B, Riga, LV-1050
  Phone: +371 67022300
  Email: parkapumi@bank.lv
  Website: Reporting Violations

The Consumer Rights Protection Centre, if you are a consumer within the meaning of the Consumer Rights Protection Law.

• Contact details:
  Brīvības iela 55, Riga, LV-1010
  Phone: +371 65452554
  Email: pasts@ptac.gov.lv
  Website: Consumer Dispute Resolution Commission

The Data State Inspectorate, for matters concerning the processing of personal data.

• Contact details:
  Elijas iela 17, Riga, LV-1050
  Phone: +371 67223131
  Email: pasts@dvi.gov.lv
  Website: Contact Information

If you wish to report a possible violation that may harm the public interest, please use the Bank’s whistleblowing channel.

Whistleblowing is a separate process from submitting complaints and is subject to the requirements and protection guarantees established by the Whistleblowing Law.

Report a Violation / Whistleblowing