1. PURPOSE
1.1. This policy outlines the procedure followed by SIA LINDAL GROUP (registration No.: 4020), with its legal address at , Riga, Latvia, LV- (hereafter referred to as “LINDAL”), for receiving and addressing client complaints, as well as the response process to client complaints regarding the services provided by Lindal.
1.2. This policy applies to all departments and units of Lindal.

2. SUBMISSION OF COMPLAINTS
2.1. All clients have the right to submit complaints to Lindal. Complaints may be submitted in the following ways:

  • By email: 
  • By mail: 

2.2. A complaint must include the following information:

  • For individuals: name and surname;
  • For legal entities: company name and name and surname of the authorized representative;
  • User number;
  • Contact details (telephone number, email address, or postal address);
  • Date of submission;
  • Nature of the complaint, relevant facts, and claims;
  • Preferred method of response (e.g., written response, phone call, or email). If no preference is indicated, the response will be provided via email to the address supplied by the client.

2.3. Complaints must be submitted in Latvian, English. Lindal will respond in the same language as the complaint was received, provided it is one of these languages.

2.4. Supporting documents should be included with the complaint if available.

3. COMPLAINT RECEIPT AND REGISTRATION PROCEDURE
3.1. Complaints received by post must include the client’s signature and printed name.
3.2. Complaints submitted electronically do not require a signature.
3.3. Upon receipt, Lindal  will register the complaint, ensuring the following information is documented:

  • Date of receipt and response;
  • Client details;
  • Nature of the complaint, facts, and claims;
  • Actions taken to address and resolve the complaint (including whether the complaint was justified or not, and the steps taken afterward);
  • Date when actions were completed.

3.4. After registration, the complaint will be forwarded to the head of the relevant department for further review.
3.5. Lindal will send a confirmation letter to the client’s email address within two working days of receiving the complaint, informing the client about the complaint process.

4. COMPLAINT EXAMINATION AND RESPONSE
4.1. When a complaint is registered, Lindal assigns it to the appropriate department head for investigation.
4.2. The department head ensures that the response is provided within the stipulated timeframe.
4.3. Lindal will prepare a response within 30 calendar days of receiving the complaint.
4.4. The response will address all points raised in the complaint and outline how the issue will be resolved. If the complaint cannot be fully satisfied, a reasonable explanation for the refusal will be provided.
4.5. Lindal will address complaints promptly and without undue delay.
4.6. If circumstances prevent meeting the 30-day deadline, Lindal will extend the deadline, notifying the client in writing, explaining the reasons for the delay and providing a new expected response date.
4.7. No commission fees are charged for submitting or reviewing complaints.
4.8. Complaints will not be reviewed or responded to in the following cases:

  • Complaints submitted by post without a signature;
  • The client requests no response in the complaint;
  • The complaint lacks contact information;
  • The complaint does not require a substantive response.

4.9. If a complaint pertains to investment services and the client is dissatisfied with the response, the client may escalate the matter to the Latvia bank at Bezdelīgu street 3, Riga, LV-1050, Latvia, or visit www.bank.lv for further guidance.

5. COMPILATION AND EVALUATION OF COMPLAINTS
5.1. Lindal will collect and analyze all complaint topics at least once per year. If recurring issues are identified in complaints, Lindal will evaluate the need to review its practices and procedures to improve service and customer satisfaction.