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Complaint resolution at SEB

The SEB Bank and the member companies of the SEB Group (registered and operating in the Republic of Lithuania) strive for top-quality customer service and want to meet all the needs and expectations of their customers. Therefore the SEB Bank and the member companies of the SEB Group encourage customers who experience inconveniences in using the services to share their experiences to prevent this happening in the future and to ensure issues are solved promptly.

If you think your rights or obligations under the agreement have been breached when using a service of SEB or any of its companies, we suggest you file a complaint:

  • on the banking web site (selecting the section "Messages")
  • at any SEB bank unit (you can complete the enquiry / complaint form here)
  • by e-mail (info@seb.lt)
  • by post (Gedimino pr. 12, LT-01103 Vilnius)

If SEB receives your complaint through any of the first two channels and identifies you, it can provide you with detailed information about your situation.

After receiving a customer complaint, SEB will contact the customer through a selected channel in 8 business days. SEB tries to provide a response to a customer complaint as promptly as possible, in 10 business days. If review of the complaint may take more time, the customer will be informed individually.

At SEB, complaints are reviewed by the Complaints Review Division. Every customer who files a complaint will be assigned a specific staff member from the Complaints Review Division in charge of their complaint.

SEB reviews complaints following the laws of the Republic of Lithuania. Therefore in some cases reviewing of and responding to complaints may take up to 30 calendar days (up to 45 calendar days for loan issues) from receipt of the complaint by the bank.

We recommend that you follow the advice for consumers posted on the website of the Bank of Lithuania to ensure that a dispute between you and a member company of the SEB Group is resolved smoothly. If you think that solving the problem with SEB failed, you can exercise you right to apply to the Supervision Service of the Bank of Lithuania.

For more information please visit the website of the Bank of Lithuania.

For more information on the resolution of disputes between AB SEB bankas and consumers read the General Service Provision Rules of AB SEB bankas (PDF, 500 KB)  (Chapter 11. Dispute resolution).

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