Handling customer complaints

We value your feedback

Awareness about the situations, which caused your disappointment, enables us to improve and assure better provision of services not only to you, but to other customers as well.

More information about submitting and handling complaints related to the Swedbank Life Insurance SE Lithuanian Branch is available here.

Find out more about the submitting and handling complaints related to Swedbank P&C Insurance AS Lithuanian branch here.

Easy and convenient.

You can write a message at any time, even after working hours or on weekends.

Login to the Internet bank for private clients or for business clients and write us a message.

Important! To report an unknown, potentially unauthorized money transfer or card payment, choose Unauthorized transactions as the subject of the message.

Here and now – address a team of professional consultants.

For us to identify you, please have your user ID and Internet bank ID tools when you call.

Consultations for private customers

phone +370 5 268 4444
(work days from 8 a.m to 8 p.m; on Saturdays – from 9 a.m to 2 p.m.)

Consultations for business customers

phone +370 5 268 4422
(work days from 8 a.m to 6 p.m)

Live communication.

Talk to our employee. We try to resolve any misunderstandings by meeting you in any of our branches.

Register for a consultation online at the desired Swedbank branch at a time convenient for you.
Do not forget to bring your ID: passport or personal ID card.

As simple as contacting your friend.

Keep in mind that this method is more suitable for general issues and provision of information.

Note! If your question is related to your personal information, we will submit the response via an Internet bank message or at the branch.

Send an e-mail message to info@swedbank.lt

Send a letter to Swedbank.

If your question is related to your personal information, we will submit the response via an Internet bank message or at the branch.

Important! Keep your personal data safe and do not send original documents by post.

You can send a letter to Swedbank, AB, Konstitucijos pr. 20A, LT-09303 Vilnius.

Name and surname/company name, date of birth or personal code / legal entity code.
Contact information (phone number, email address, etc.).
Detailed description of the situation (circumstances, facts, etc.).
Preferred method of receiving our response.

We do not review anonymous and illegible complaints.

If you contact us in a foreign language and provide documents written in a foreign language, we may request a translation into Lithuanian. The translation of documents into Lithuanian must be certified by a translation agency and / or the translator's signature must be notarized.

We will thoroughly examine the circumstances and requirements you have provided and strive to respond as soon as possible, but no later than within 15 working days. If we have additional questions or require clarification on certain information, we will contact you. Should we need more information or time to make a decision, we will inform you accordingly and explain the reasons for any delay in providing a response, as well as the deadline by which we will deliver the final answer. In any case, we will provide the final response without exceeding a period of 35 working days.

Complaints related to personal data processing are submitted and examined according to the procedures outlined in the Personal Data Processing Principles. Unless otherwise stipulated by law, a written response will be provided within 30 calendar days from the date of receiving your inquiry.

A complaint received on a non-working day (weekend or holiday) or on a working day after 4 PM is considered received on the next working day.

If our response does not satisfy you or we did not respond within the 15 working day period, you can contact the Bank of Lithuania within one year from your initial inquiry. For your convenience, we provide a link to the Bank of Lithuania's electronic consumer dispute resolution system – www.lb.lt/gincu-sistema, and you can also find a link to this electronic system on the Bank of Lithuania's website at www.lb.lt/lt/spreskite-ginca-su-finansiniu-paslaugu-teikeju. The address of the Bank of Lithuania is Totorių g. 4, LT-01121 Vilnius. Website address: www.lb.lt.

If you believe that your legitimate interests as a personal data subject have been violated, you can contact the State Data Protection Inspectorate at L. Sapiegos g. 17, LT-10312 Vilnius. Website address: www.vdai.lrv.lt.

For consumer disputes not related to those within the competence of the Bank of Lithuania, the out-of-court resolution body is the State Consumer Rights Protection Authority, located at Vilniaus g. 25, 01402, Vilnius. Website address: www.vvtat.lt.

In all cases, you also have the right to go to court.

Whistleblowing

In case you have noticed a potential risk or suspect other violations at Swedbank, you can report it anonymously through our internal alert (whistleblowing) process.

Handling customer complaints