We do our best to ensure that you receive high-quality and prompt service across all SEB service channels. We sincerely appreciate all feedback regarding our customer service, services, or products. Your feedback helps us improve the services and solutions we offer.
If you have any questions, suggestions, or wish to inform us of shortcomings in our service or in how a service functions, please contact us through one of the channels below:
- via private or business internet bank, where you can send us a letter;
- by e-mail to info@seb.ee, or regarding life insurance and pension accumulation, to kindlustusleping@seb.ee. If our response includes sensitive contract-related information, we will send the reply via internet banking or contact you by phone using the contact number in our database;
- by calling customer support at +372 665 5100, or regarding life insurance and pension savings, at +372 665 8020;
- at an SEB branch, where you can share your experience or feedback with one of our advisers. More detailed information on the opening hours of branches.
Term for complaint proceedings
Our goal is to resolve all customer complaints as quickly as possible and in a way that ensures you receive answers to your questions. Generally, we provide initial feedback on the same day, but no later than within three business days. Typically, we resolve complaints within 15 calendar days from the date the complaint is received, providing our response in writing. Responses containing banking confidentiality and personal data are preferably sent via the internet bank, as an encrypted file by email, or can be collected from a bank branch to ensure data protection.
If your complaint is a more complicated one, requiring gathering of data and involving other SEB specialists we will:
- contact you in writing or by phone;
- inform you of the reason why we have not answered your complaint;
- provide a new deadline for responding, if needed. In any case, this will be within 35 business days from the date the complaint is received.
If the proposed solution does not meet your expectations
If you are not satisfied with our response or explanations, you can always contact us again and, if you wish, dispute the decision.
If our final response does not meet your expectations, you can seek further advice and clarification from:
- The Consumer Protection and Technical Regulatory Authority (e-mail address info@ttja.ee; at Endla 10a, Tallinn 10142, www.ttja.ee).
- The Financial Supervision Authority (e-mail address info@fi.ee; at Sakala 4, Tallinn, 15030, www.fi.ee).
- Furthermore, in order to resolve a dispute you may contact the Consumer Disputes Committee operating at the Consumer Protection Board and Technical Regulatory Authority or turn to court.
- Insurance-related disputes can also be settled by the insurance conciliation body operating at the Estonian Insurance Association (e-mail address lkf@lkf.ee; Mustamäe tee 46, Tallinn 10621, www.lkf.ee).
You can find the self-service for Consumer Disputes Committee at ttja.ee/en/consumer-disputes-committee. You may examine the rules of procedure of the committee at ttja.ee/en/about-consumer-disputes-committee.
A complaint to the Consumer Dispute Committee can be submitted also digitally via Online Dispute Resolution website at www.consumer.ee.
More information on the insurance conciliation body and the rules of procedure for conciliation as well as an application form can be found at www.lkf.ee/en.
