Suggestions and complaints (disputes)

The Client and/or the fund investor is entitled to file a suggestion or a complaint to the Manager according to the procedure established by the laws of the Republic of Latvia in the following forms:

The application of the Client or the fund investor must contain the following information:

• name/surname (for private individuals)/full company name (for corporate entities) of the Client or the fund investor;
• the Client’s account number with JSC “Rietumu Banka” or the Client’s/Client representative’s identifier of JSC “Rietumu Banka”;
• the essence of the suggestion or the complaint;
• a list of enclosed documents accompanied by the documents substantiating the suggestion or the complaint;
• the date of the suggestion or the complaint;
• the form of receipt of the answer;
• signature of the Client or its authorised representative, if the suggestion or the complaint is submitted in writing.

Term for consideration of the suggestion or the complaint (dispute)

Suggestions and complaints, to which the Client or the fund investor would like to receive an oral answer (by phone), are considered within 3 (Three) days from the date of receipt. If it is possible and the Client or the fund investor agrees to receive an oral answer, the Manager’s employee answers to the suggestion or the complaint immediately.
The consideration of suggestions or complaints may take up to 15 (Fifteen) days from the date of receipt thereof. If a deeper analysis of the suggestion or the complaint and preparation of answer is required, the term for consideration may be prolonged. In such case the Manager informs the Client or the fund investor that the term for consideration of the suggestion or complaint is prolonged.

Anonymous suggestions and complaints are not considered by the Manager.

Fund investors and JSC “Rietumu Asset Management” IMC Clients which are deemed to be consumers for the purposes of the Consumer Rights Protection Law of the Republic of Latvia (available in Latvian) are entitled to submit:

• applications and complaints to the Consumer Rights Protection Centre for the violations of the requirements of this law and other consumer rights protection laws and regulations, if they are related to the provision of management services;
• complaints to Out-of-court solvers of consumer dispute resolution institutions (bodies) (available in Latvian).

Information on personal data processing.