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Proposals and complaints

Proposals

Please feel free to tell us, when
  • we have positively surprised you and you wish to praise someone/something in person
  • you have good ideas that we could implement
  • you are rather disappointed in our services or the service rendered or
  • you wish to lodge an appeal against a specific transaction.

Please write to us at the address info@lhv.ee.

Settlement of complaints

We wish to offer our clients excellent service and simple and effective services. Regrettably, this might not always prove possible. In order for us to become ever better, we would like to know what your experience and opinion is.

Term for proceedings

We try to settle the complaint as quickly as possible. We will contact you at the earliest opportunity, generally on the same banking day after having established the circumstances, and keep you informed of how the situation is being resolved. Sometimes, however, it may also take longer to settle the complaint, but not more than 15 days for a private client and 30 days in other cases.

Appeal

If you are still unhappy with the solution to the complaint, you may contact the Consumer Disputes Committee operating at the Consumer Protection Board or turn to the court. In this case court action will be settled at Harju County Court. A complaint can also be filed with the Consumer Disputes Committee via the Online Dispute Resolution environment; you may examine the rules of procedure of the committee at tarbijakaitseamet.ee. You may also file a complaint on the activity of LHV Pank with the Financial Supervision Authority at: Sakala 4, Tallinn 15030, phone 668 0500, address info@fi.ee.

If you were not able to withdraw the requested amount from an ATM or you deposited funds, however these were only credited partially or were not credited at all, fill in an Application for disputing a card transaction and send it digitally signed to the address info@lhv.ee. If you cannot sign digitally, please visit our bank office to submit the application.

After having received the application, we shall re-examine the transaction. We will give you the answer on the next banking day at the latest and if possible, return the missing funds to you.

Please consider that resolving more complicated matters may take up to 10 banking days.

In the case of an unfounded complaint, we shall charge a service fee as per the price list.

If you discover transactions in your card statement, which you think you have not made, fill in the Application for disputing card transactions as soon as possible and send it digitally signed to the address info@lhv.ee. If you dispute a foreign transaction, fill in the application in English. If you cannot sign digitally, please visit our bank office to submit the application.

You can dispute transactions dating back up to 120 days; however depending on the merchant and the content of the appeal, we must already receive the documents concerning the disputed card transaction before (sometimes within 80 days as of the date of the transaction at the latest).

Domestic appeal may take approximately 45 days. Appeal of foreign transactions may take approximately two months. In exceptional cases, the appeal may also take longer, however we will definitely inform you if this is the case.

If it appears that it was still you who made that transaction, you should consider that in the case of an unfounded dispute, a service fee shall be applied as per the price list

LHV client support

Mon–Fri 9–19, Sat 10–17 *
6 800 400
Skype
Consultation with client support
info@lhv.ee

* Outside business hours, the Nets Estonia card centre will be handling urgent card-related issues.