Proposals and complaints
Proposals
We wish to offer our clients excellent service and simple and effective services. In order for us to become ever better, we would like to know what your experience and opinion is.
Please feel free to tell us, when
- we have positively surprised you and you wish to give praise to someone/something in person
- you have good ideas on how we can make our services even better
- you are disappointed in our services or service.
Your opinion is important to us
We highly appreciate your feedback and suggestions in developing our services.
Thank you, we have received your message.
Settlement of complaints
Term for proceedings
We will contact you as soon as possible, usually on the next banking day after clarifying the circumstances, and we will keep you updated on the resolution of the situation. If you wish, you can send a complaint to us via the form on our website or write to info@lhv.ee.
Filing an appeal
If you are still not satisfied with the solution to the complaint, you can turn to the Consumer Disputes Committee at the Consumer Protection and Technical Regulatory Authority for an out-of-court settlement of the dispute.
Contact details of the Consumer Protection and Technical Regulatory Authority:
Address: Endla 10A, 10112 Tallinn
Phone: +372 667 2000
Email: info@ttja.ee
Website: www.ttja.ee
The rules of procedure of the Consumer Disputes Committee can be found at https://ttja.ee/tarbijavaidluste-komisjon. Complaints can be submitted to the Consumer Disputes Committee in the self-service environment.A client who has entered into an agreement using electronic means can also submit a complaint through the online dispute resolution platform at Online Dispute Resolution | European Commission. This platform is primarily intended for resolving cross-border disputes and can be used if you live in Estonia or in another European Union member state, Norway, Iceland, or Liechtenstein.
Contact details of the Financial Supervision Authority:
Address: Sakala 4, 15030 Tallinn
Phone: +372 668 0500
Email: info@fi.ee
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.
Contact details of the insurance conciliation body:
Address: Mustamäe tee 46, 10621 Tallinn
Phone: +372 667 1800
Email: lepitus@lkf.ee for traffic insurance disputes and lepitus@eksl.ee for other disputes.
For the out-of-court settlement of disputes related to LHV Insurance, you can turn to the insurance conciliation body operating at The Estonian Insurance Association. The rules of procedure for conciliation and the application form can be found at www.eksl.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.
It generally takes a few business days to dispute a cash transaction made in Estonia, and in more complicated cases, up to 10 business days. Disputing a cash transaction made abroad can 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 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 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.
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.
LHV client support
Did you know that if you encounter any problems using bank services, client support is available around the clock at +372 680 0400. On evenings and weekends, calls are answered by our partner.
