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About SEB

Customer claims investigation procedure

AB SEB bankas, AB SEB investicijų valdymas, SEB Life and Pension Baltic SE Lithuanian Branch and other members of the SEB Group (registered and operating in the Republic of Lithuania) are aiming to ensure high-quality customer services and to satisfy customer needs and expectations.

You may select the most convenient method to submit the customer service feedback:

  • log into Internet Bank and write us an email message (“Messages and e-invoices“  → “Write a message“  → “Subject. Service quality“)
  • call us at  +370 5 268 2800
  • or visit the nearest bank’s branch

If you disagree with the executed payment card transactions (concerning any incorrect or possibly unlawful payment using the SEB bank payment card, also possibly incorrect deposit of cash to an ATM or withdrawal of cash from the ATM), please contact us using one of the methods specified below:

  • log into Internet Bank and provide us all necessary information (“Messages and e-invoices“  → “Write a message“  → “Disputed transactions“)
  • or visit the nearest bank’s branch and fill out a questionnaire form1.

! After checking your information, we will refund unlawfully debited funds and contact you immediately, if any additional information is necessary for assessment of the circumstances.

! If you did not perform any payment card transaction (the transaction was not confirmed by a 3D-secure or by user’s PIN code), the lost money will be refunded no later than by the end of the following business day (if all information about an unlawful execution of the transaction is provided).

! If identified that the payment is related to your former payment (in such case the transaction is deemed lawful), we recommend that you primarily contact the merchant by email.

If you are of the opinion that your rights or terms of the agreement with SEB bankas are breached, please contact us using one of the methods specified below:

  • log into Internet Bank and write us an email message (“Messages and e-invoices“  → “Write a message“  → “Subject. Complaint“)
  • visit the nearest bank’s branch (when applying you must provide your passport or the personal identity card) and fill out a complaint form2
  • or send you claim by post to the address below: AB SEB bankas, Gedimino pr. 12, LT-01103 Vilnius

! If the preparation of an answer requires disclosure of any confidential information or information constituting a bank secret, you may be asked to verify your identity (to write a message via Internet Bank or provide your passport or the personal identity in the bank’s branch).

We are always aiming to reach a peaceful and mutually acceptable solution

If you disagree with our answer or are of the opinion that you received any new or additional information relevant to your case, we kindly request you to contact us repeatedly.
We would like to inform that in accordance with the acts of law of the Republic of Lithuania, any disputes between consumers and participants of the financial market arising out delivery of financial services can be resolved by the Bank of Lithuania. If you disagree with the bank’s answer, you may contact the Supervision Board of the Bank of Lithuania (address Žalgirio g. 90, LT-09303 Vilnius, www.lb.lt).
If any consumer dispute arises in connection with the disputes examined by entities other than the Bank of Lithuania, the State Consumer Rights Protection Authority is a body conducting extrajudicial proceedings (Vilniaus g. 25, LT-01402, Vilnius, www.vvtat.lt).
If any dispute arises in connection with the personal data security or data privacy, the State Data Protection Inspectorate is a body conducting extrajudicial proceedings (L. Sapiegos g. 17, 10312 Vilnius, www.ada.lt).
In all cases, if your rights are violated, you may defend your rights before the courts following the procedure established by acts of law.

1If you have no possibility to visit the bank’s branch or log into the Internet Bank, please print out an inquiry form (PDF, 40 KB), fill it out and send it to us by email .
2If you have no possibility to visit the bank’s branchor log into the Internet Bank, please print out a claim form (PDF, 35 KB), fill it out and send it to us by email .

Contact

  • Private customers
    +370 5 268 2800
    (I–V 8.00–20.00 
    VI 9.00–18.00 
    VII 9.00–16.00)
  • Business customers

    +370 5 268 2822
    (I–V 8.00–17.00)
  • "Skype"
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