Handling of customer complaints regarding Luminor Līzings SIA

How can you provide feedback or file a complaint?

Fill in the complaints and feedback form online
Log in to your Internet bank account and send us a message
Call us +371 67 17 1880*
E-mail us at [email protected]**
Send us a letter: Skanstes iela 12, Rīga, LV-1013
Ask at any customer service centre
At the place of service of the consumer credit intermediary

*When contacting us by phone, charges set by your operator will apply. For further information, please contact your operator.
**We will answer only general questions that do not relate to your personal information if you contact us on website or by e-mail [email protected].

Some advice on providing feedback or filling a complaint

To have your complaint reviewed in the fastest way possible, it is important that you provide all the relevant facts:

What have happened and why do you think Luminor Līzings SIA improperly provided the service.
If possible, state the basis of your claim (the provision of the contract or law on which you rely).
Attach, if you have, copies of the documents you are referring to.
Specify exactly what you require from Luminor Līzings SIA.
Provide your full name, surname or company name, personal / company code, address, contact details and your preferred method of contact in order to receive a reply in which Luminor Līzings SIA should provide you with an answer.

When can you expect the reply?

We will carefully examine your complaint and provide a reply as soon as possible, but no later than within 15 calendar days.

If we need more information from you or more time, we will let you know.

What should you do if proposed solution does not meet the expectations?

We will do our best to find the most suitable way of resolving your complaint.

If you do not agree with the answer you received, you have additional important information that has not been provided or has not been evaluated, we suggest that you contact us again.

If you are not satisfied with our response you can contact:

Alternative dispute resolution entity:

- Ombudsman of the Finance Latvia Association, website: financelatvia.eu/en/ombudsman. The Ombudsman examines credit institution customers’ complaints (except insurance related complaints), which falls within the competence of the Ombudsman in accordance with the bylaws of the Ombudsman of the Finance Latvia Association.
- Commission for Solving Consumer Disputes, whose operations are ensured by the Consumer Rights Protection Centre, address: Brīvības iela 55, Riga LV-1010, website: ptac.gov.lv. The commission examines disputes between consumers and service providers that fall within its competence in accordance with the Consumer Rights Protection Law.

Supervisory authority:

- Bank of Latvia (Latvijas Banka), address: K. Valdemāra iela 2A, Riga, LV-1050, e-mail address: [email protected], website address: bank.lv. The Bank of Latvia investigates complaints regarding breaches of legislation in relation to the provision of insurance intermediation services.
- Consumer Rights Protection Centre, address: Brīvības iela 55, Riga LV-1010, website: ptac.gov.lv. The centre examines consumers’ complaints upon a breach of requirements of regulatory acts regulating consumer rights protection.