Handling of Complaints, Applications and Suggestions addressed to ABLV Asset Management, IPAS

Every person in accordance with the procedures specified in the normative acts has the right to turn to ABLV Asset Management, IPAS (hereinafter – Company) with written applications, complaints and suggestions on services provided by the Company.

All complaints addressed to the Company can be submitted in the following ways:

  • in person by visiting the Company’s office — 23 Elizabetes Street, Riga, LV-1010, Latvia;
  • in writing by post to the Company’s office — 23 Elizabetes Street, Riga, LV-1010, Latvia;
  • via e-mail: ipas@ablv.com.

A written complaint submitted personally or by post has to contain the complainant’s signature.

A written complaint has to contain the following information:

  • addressee of the complaint — ABLV Asset Management, IPAS;
  • identification information of the complainant:
    - for natural persons – name and surname;
    - for legal entities / other organizational structures — company name, position, name and surname of the authorized person;

  • the claim, subject and conditions constituting the grounds for the claim. If possible, documentary evidence supporting the grounds for the claim should be attached;
  • payment method for the compensation (for financial compensation claims);
  • preferred manner of receiving a response to the complaint;
  • date and place of preparation of the complaint.

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:

  • an out-of-court consumer dispute resolver, if such is established in the respective field, regarding violations of normative acts governing consumer rights protection, if the complainant is considered a consumer, as defined in the Consumer Rights Protection Law. Detailed information on the out-of-court consumer dispute resolvers and the list of those are available at the website of the Consumer Rights Protection Centre;
  • Consumer Rights Protection Centre, regarding violations of normative acts governing consumer rights protection, if the complainant is considered a consumer, as defined in the Consumer Rights Protection Law. Detailed information on the Consumer Rights Protection Centre and the procedure of submitting complaints is available at the website of the Consumer Rights Protection Centre;
  • Financial and Capital Market Commission. Detailed information on the procedure of complaint submission to the Financial and Capital Market Commission is available at the webpage of the Commission.

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.