Client enquiries and claims investigation
We place special emphasis on providing high-quality services and products that meet customer expectations and deliver value, with continuous improvement at the core of our operations. In this process, your experience and feedback are of paramount importance, therefore we invite you to be part of the process of improving our services and product enhancement. Please share your thoughts, provide observations or suggestions, and feel free to ask for consultation.
If you want to contact Šiaulių bankas, Gyvybės draudimas UAB, SB draudimas or UAB SB Asset Management, choose the most convenient method for you:
- Call our general phone line 1813 (+370 37 301 337 from abroad).
- Visit the selected customer service branch. For your convenience, we recommend booking a meeting time before coming to the customer service branch. You can do this by calling 1813 or online.
- For general inquiries, send an email to [email protected].
- Send a message through online banking.
- Write a letter and send it to Tilžės g. 149, LT-76348, Šiauliai.
To ensure a prompt response, please provide the following details:
- your name and surname, or company name (if you are a legal entity);
- personal code or date of birth, or company code (if you are a legal entity);
- contact details: mailing address, phone number, email address;
- a detailed description of the situation, facts and circumstances;
- a list of documents provided (if applicable).
In what language can you submit your inquiry/complaint?
We process inquiries and complaints submitted in the official state language (Lithuanian) and/or in English or Russian, provided that they are clearly and comprehensibly written, including the information and details mentioned above. We reserve the right not to consider anonymous, unsigned or incomprehensible inquiries or complaints, as well as those lacking sufficient identifying information.
Within what timeframe can you submit a complaint?
If you believe that your interests were violated during the provision of financial services, please contact us no later than 3 (three) months from the day you became aware or should have become aware of the infringement of your rights or legitimate interests.
When can you expect a response?
Upon receiving your inquiry or complaint, we will provide a response within 15 (fifteen) business days. In exceptional cases, where a comprehensive investigation is required for the examination of the complaint or inquiry, the response time may exceed these terms. However, if there is a need to extend the deadline, we will inform you.
Who do you contact if the response does not meet your expectations?
If you are not satisfied with our response and a dispute arises, you have the right to apply to the Bank of Lithuania at the following address: Totorių g. 4, LT-01121 Vilnius, which resolves disputes involving consumers and financial market participants, in a non-judicial procedure. More information about the disputes handled by the Bank of Lithuania can be found on the website www.lb.lt.