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Latvia complaints handling

Definition of a complaint

A statement of dissatisfaction addressed to an insurance undertaking by a person relating to the insurance contract or service he/she has been provided with. Complaints handling should be differentiated from claims handling as well as from simple requests for execution of the contract, information or clarification.

 

Definition of a complainant

A person who is presumed to be eligible to have a complaint considered by an insurance undertaking and has already lodged a complaint e.g. a policyholder, insured person, beneficiary and in some jurisdictions, injured third party.

 

Timescales

A prompt acknowledgement of the complaint, in writing, within 5 (five) business days of the complaint being made.
A final response to be provided within 8 (eight) weeks of receipt of the complaint.

 

External Dispute Resolution

Consumer Rights Protection Centre
Brivibas Street 55
Riga
LV-1010
Latvia
Tel: +371 6545 2554
Fax: +371 6738 8634
E-mail: ptac@ptac.gov.lv
Website: www.ptac.gov.lv/en/content/consumer-protection-0

Financial and Capital Market Commission
Kungu iela 1
Riga
LV-1050
Latvia

Tel: 67774800
E-mail: fktk@fktk.lv
Website: www.fktk.lv/en/commission/about-us/2011-10-19-consumer-complaints-hand.html