To ensure the protection of the interests of credit institution customers, both legal and natural persons, in situations where prior negotiations have failed to yield a reasonable and constructive solution, Latvijas Banka offers mediation – a negotiation process designed to achieve an agreement. It is a voluntary cooperation process in which the parties seek to reach a mutually acceptable agreement to resolve their disagreements, with the involvement of a neutral and objective third party – Latvijas Banka.
Mediation is available to all customers of credit institutions and branches of foreign credit institutions registered in Latvia, regardless of the type of their activity. Mediation is well-suited in situations where issues arise between customers and credit institutions, limiting the scope or range of financial services.
We also recommend using mediation in situations where the customer is dissatisfied with the communication or customer service of the credit institution, as it affects the customer's access to financial services.
The initiation of tripartite negotiations is possible in all cases where the parties involved in the dispute are interested in resolving the issues and agree to a voluntary cooperation process through Latvijas Banka's mediation. It is well-suited for resolving various issues, including those related to lending, pricing policy, customer research, and transaction monitoring.
If negotiations are successful, the customer and the credit institution can reach an agreement on mutually acceptable solutions and future cooperation, even in complex situations.
Latvijas Banka offers mediation and consultations free of charge.
An application for the mediation process can be submitted via