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About SEB

Customer complaints handling

AB SEB bankas, UAB SEB investicijų valdymas, AB SEB gyvybės draudimas and other members of the SEB Group (registered and operating in the Republic of Lithuania) are aiming to provide the top quality customer services and to satisfy customer needs and expectations.

Please feel free to contact us

If you are willing to give your feedback on the customer service quality

If you have any questions or if you are trying to find a solution, we recommend that you primarily contact us by phone or using any convenient method (information about our customer service units and contact details).

If using the SEB payment card, your money were possibly wrongly deposited via an ATM / disbursed by an ATM

You may call us a 24/7 line at 1528 (from abroad at +370 5 268 2800). We will verify the data submitted by you and refund your money (within 3 business days) or we will contact you if any new facts are identified / more time for investigation is needed.

In case of any possibly incorrect or illegal  payment by using a SEB bankas payment card or money transfer

We will require to fill out an Request Form (PDF, 224 KB) and to send it to the following email address . You may also fill out the below specified Request Form regarding the card payments. You need to inform us about the submitted request (date, sender’s e-mail address, sent via www.seb.lt) by sending us a message via our Internet Bank. We would like to draw your attention that rather often we identify that such type payments are not deemed illegal but related with the previous payment. In such case, you will need primarily contact a merchant (you may do it by sending an email) and make every effort to achieve a peaceful solution of the problem.

If the situation was not resolved using the above-specified methods, your rights or terms of an agreement with AB SEB bankas were breached, you may notify the Complaints Investigation Unit in the following ways (the response duration depends on the situational complexity, however may not exceed 14 days):

  • Internet Bank message by selecting menu items “Messages“ → “New message” → “Complaint“. You will need to specify:
  1. name and surname / company name
  2. date of birth or personal code / company code
  3. residential address / email address / contact phone number
  4. complaint date
  5. reason, i.e. to specify, which rights, agreements were breached
  6. your proposals for a peaceful solution-making (if any)
  7. response receipt method
  • at any unit of AB SEB bankas selected by you. When submitting a complaint, you will be required to provide your password or your ID card and a filled out  Complaint Form (PDF, 208 KB)
  • send to the following email address
  • send by post  – address AB SEB bankas, Gedimino pr. 12, LT-01103 Vilnius

Note. If we need to include in our response any confidential information or information representing the bank secrecy, we may request you to verify your identity (to send us a message via the Internet Bank or to provide your passport/ your ID card at any unit of AB SEB bankas selected by you).

We promise to seek  a peaceful and a fair solution. If you disagree with our response or have any additional important information that you failed to provide/ to assess, we kindly propose you to submit a repeat claim. We would like to inform that in accordance with the acts of law of the Republic of Lithuania, the Bank of Lithuania resolves the financial services related disputes between consumers and the financial market participants. Therefore, subject to receipt of a response from any member of the SEB Group, if you are dissatisfied with such response, you will have a right to file an application to the Bank of Lithuania (Žirmūnų g. 151, Vilnius, www.lb.lt/gincu_nagrinejimas) within the period of one year in written form or by email regarding out-of-court dispute settlement. Besides, in any case, if your rights have been breached, you may protect your rights in accordance with the acts of law before a court.

More information

AB SEB bankas General Service Rules

Rules of Dispute Resolution Related with „SEB gyvybės draudimas“ and Response Submission to Applicants (PDF, 44 KB, in Lithuanian)

Form of Inquiry / Claim Regarding Services of Company SEB gyvybės draudimas (PDF, 207 KB, in Lithuanian)


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