Proposals and complaints
Settlement of complaints
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. Please write to us at the address email@example.com.
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 firstname.lastname@example.org.
Fill in the card transaction dispute request form in the LHV mobile app or internet bank if:
- you did not receive the requested amount from the ATM;
- you made a cash deposit to your account but your account was not credited or was only partially credited.
In your account statement, identify the card transaction you wish to dispute. Bring up the details for the card transaction and select “Dispute”.
It generally takes a few business days to dispute a cash transaction, and in more complicated cases, up to 10 banking days.
When you use a bank card, there may be situations where:
- you paid twice for the same purchase or the transaction amount was not correct,
- you never received the goods or service you ordered,
- the goods or services you received did not match the description,
- you have not received a refund for returned goods or cancelled service.
If such a problem comes up, first contact the merchant or service provider directly.
If you aren’t able to reach agreement with the merchant, file a card transaction dispute request as soon as possible. To do so, enter the LHV mobile app or internet bank and on the account statement, identify the card transaction you wish to dispute. Bring up the details for the card transaction and in order to file a dispute request select “Dispute”. If you are unable to submit the dispute request using the mobile app or internet bank, fill in the card transaction dispute request form and email it to email@example.com.
File the dispute request within 3 months of the date of the problematic transaction or receipt of goods/service, if it turns out the service did not match the description. It usually takes two months to process card transaction dispute requests. In exceptional cases, it may take longer to dispute the transaction, but in that case, we will keep you posted.
Fraudulent transactions that you yourself confirmed using strong authentication cannot be disputed. For example, if your card is used to make purchases on a website and you confirmed these transactions by text message or by internet bank login.
If transactions you don’t recognize were made with your bank card, immediately block or close the card and file a request to dispute the card transaction. The bank card can be blocked or closed on the mobile app or internet Cards tab. If you need further assistance, please contact our customer support.
Card transactions can be disputed through the account statement. In the internet bank or mobile app account, identify the card transaction you wish to dispute. Bring up the details for the card transaction and select “Dispute”. If you are unable to submit the dispute request using the mobile app or internet bank, fill in the card transaction dispute request form and email it to firstname.lastname@example.org.
If you see transactions you don’t recognize on your bank card history, you are entitled to dispute the transaction through the bank. The time limit for doing so is 13 months for private clients and 1 month for business clients, starting from the transaction date.
Be aware! Apple Pay and Google Pay transactions cannot be disputed on the grounds of fraud as these types of transactions were authenticated in a secure manner. If you have fallen victim to fraud, notify the bank and police as soon as possible.
If it turns out that the transaction you didn’t recognize was in fact legitimate, a service fee applies for a groundless dispute – see the price list.