Proposals and complaints

If needed, you can submit a complaint via our website, by writing to info@lhv.ee or by visiting our customer offices. We accept complaints submitted both electronically and on paper in Estonian, English or Russian. Submitting a complaint is free of charge.

Complaints related to crypto asset trading are handled by our brokers team, whose contact details can be found on our website.

Submitting a crypto asset service complaint

We process data in accordance with the LHV Principles of Processing Client Data.

We aim to resolve complaints as quickly as possible. We will contact you at the earliest opportunity, generally on the next banking day after clarifying the circumstances, and keep you updated on the progress of the resolution. Sometimes, however, resolving a complaint may take longer – but no more than 15 days for private customers and 30 days in other cases from receipt of the complaint.

For crypto asset service complaints, we will provide a reasoned decision generally within 30 business days, but no later than 2 months from the date of receipt of the complaint. If, in exceptional circumstances, it is not possible to make a decision within this period, we will notify you of the reason for the delay and the expected date of the decision.

The procedure for handling complaints related to LHV crypto asset services is available in the disclosure document on crypto asset services.

If you are not satisfied with the outcome of the complaint resolution, you have the option to apply for out-of-court dispute resolution to the Consumer Disputes Committee operating under the Consumer Protection and Technical Regulatory Authority:

Consumer Protection and Technical Regulatory Authority

Endla 10a, Tallinn 10142
e-mail: info@ttja.ee
phone: (+372) 667 2000
website: www.ttja.ee

The rules of procedure of the Consumer Disputes Committee can be found at https://ttja.ee/en/consumer-disputes-committee. Complaints can be submitted to the Consumer Disputes Committee in the self-service environment.

Financial Supervision Authority

Sakala 4, Tallinn 15030
e-mail: info@fi.ee
phone: (+372) 668 0500
website: www.fi.ee

You also have the right to file a complaint with the Financial Supervision Authority or turn to court to resolve the dispute regarding the activities of AS LHV Pank, AS LHV Finance, AS LHV Kindlustus or AS LHV Varahaldus. Consumers have the right to refer to the court in their jurisdiction.

Insurance conciliation body

Mustamäe tee 46, 10621 Tallinn
phone: (+372) 667 1800
e-mail for motor third-party liability disputes: lepitus@lkf.ee
e-mail for other disputes: lepitus@eksl.ee

For out-of-court resolution of disputes related to LHV Kindlustus, you may contact the insurance conciliation body operating under the Estonian Insurance Association. The conciliation rules and application form can be found at www.lkf.ee.

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”.

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 vaidlustused@lhv.ee.

Disputing a transaction made at an LHV ATM usually takes a couple of business days; in more complex cases, up to 10 business days. Disputing cash transactions made at ATMs of other banks in Estonia or abroad may take up to 2 months.

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 vaidlustused@lhv.ee.

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 close the card and file a request to dispute the card transaction. The bank card can be closed on the mobile app or in the internet bank in the Cards tab. If you need further assistance, please contact our customer support. Our partner Nets Estonia is here to help you during your off-hours.

You can submit a card transaction dispute via your account statement. Find the card transaction you want to dispute in the account statement and open the transaction details view. To submit the dispute, press “Dispute” in internet bank or “Dispute transaction” in the mobile app.

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 vaidlustused@lhv.ee.

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.

If you suspect that it may be card fraud, be sure to close the card first and only then dispute the transaction. Closing the card is necessary to prevent further possible fraudulent transactions, and you can only start the transaction dispute process after closing the card.

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.