Dispute resolution

Compensa Vienna Insurance Group ADB Latvijas filiāle Complaint Handling Procedure 

General principles

“Compensa Vienna Insurance Group” ADB Latvijas filiāle is committed to ensure the quality of its services. We do our best to ensure that our customers are satisfied with our cooperation. Accordingly, it is very important for us to receive feedback from our customers so we could improve the quality of our operations.

We continually strive to meet these general principles of handling complaints:

• the complaint handling process shall be organized expeditiously, fairly, efficiently and appropriately;

• the complaints are handled in a timely manner within the time limits stipulated by the local law and internal regulations;

• the personal data and other information of the applicant is processed in accordance with the legal requirements;

• we avoid conflicts of interest; the Company uses all necessary means to identify and prevent conflicts of interest;

• the employees handling the complaints have sufficient skills, knowledge and experience to perform this function; they have access to all information necessary to handle complaints;

• all complaints are accepted and processed free of charge. Exceptions are stipulated below;

• all complaints and relevant information are properly recorded and stored;

• the complaint handling process is efficient and regularly updated;

• an internal reporting process is established, maintained and regularly updated to ensure an effective complaint handling process.

We handle complaints in line with the principles of justice, good faith, respect, fairness, discretion, objectivity, neutrality and accuracy. The employees responsible for handling complaints adhere to the Code of Conduct approved by the Company.

If you would like to file a complaint

First of all, we would like to apologize for not being satisfied with our services, and we will therefore carefully evaluate the situation in a timely and appropriate manner.

If you wish to submit a complaint, we have attached the complaint form for your convenience. Please, provide your contact information, so we could contact you without delay, and clearly identify the situation you are unsatisfied with, add all necessary documents and clearly state your claim.

Please, note that we cannot accept and process complaints that are:

• submitted by anonymous persons;

• are submitted in a language other than Latvian;

• have been resubmitted (if the complaint has already been answered) and no new documents/information is provided;

• are unclear (i.e. are not legible, do not include claims/requirements etc.);

• do not apply to the operations of Compensa Vienna Insurance Group ADB Latvijas filiāle. However, we will process complaints associated with the actions of our partners (for example, insurance dealers).

• in other cases, where the legislation of the Republic of Latvia provides the possibility not to accept and review the complaint.

How can I file a complaint?

For us to process the complaint as soon as possible, please send a completed and signed complaint form (see below) to the e-mail address info@compensa.lv or submit it in person in our main office: 87H Vienības gatve, Riga, LV-1004, or

You can leave a completed and signed complaint in any of our offices / sales points in the territory of the Republic of Latvia. However, note that in these cases we may need slightly more time to prepare the response, as the complaint may need to be forwarded.

After the receipt of the complaint, we may ask you to submit additional documents or information, or provide explanations about the unsatisfactory situation. Therefore, please, make sure that contact information (phone number, e-mail and mailing address) indicated in the complaint is correct.
If you have any questions regarding the completion or submission of the complaint, you may consult our employees by calling (+371) 67558888.

Complain processing period

We will respond as soon as possible but not later than in 20 (twenty) days from the receipt of the complaint. In exceptional cases this term may be longer (for example, if the applicant is requested to provide additional information or documents or there are other conditions beyond the Company’s control etc.). We will always inform the applicants about the reasons of such delay and the date when the final reply will be provided. In all cases the final response shall be given not later than in 35 (thirty-five) days from the date of the receipt of the complaint.

Other dispute resolution

We hope that we will be able to settle all disputes with the complainants. However, if you are not satisfied with our decision, you may submit an official complaint to the following state authorities:

• Financial and Capital Market Commission (FCMC).

  Note that FCMC does not deal with substantive disputes on the obligation to pay insurance claims. Information on the complaint resolution process is provided on the FCMC website www.fktk.lv and our website www.compensa.lv.

• Before the courts of the Republic of Latvia.

  You may bring a claim before the court of the Republic of Latvia in accordance with the procedures set out in the Civil Procedure Law.

• Data State Inspectorate (DSI).
  If your complaint concerns your personal data protection, you may submit a claim to the Data State Inspectorate. On matters associated with data protection at the Compensa Vienna Insurance Group ADB Latvijas filiāle, please, see also our Privacy policy published on our website www.compensa.lv.