SIA RAPID FINANCE
registration number: 40203601754,
legal address: Kārļa Ulmaņa gatve 119, Mārupe, Mārupes novads, LV-2167
1.1. These Rules establish the procedure according to which SIA RAPID FINANCE (hereinafter – the Company) receives, examines, and provides a response to consumer complaints, in compliance with the requirements of the Consumer Rights Protection Law.
1.2. The Rules do not apply to requests for information, nor to submissions which, in accordance with the requirements of regulatory enactments, are subject to a different procedure for examination and response.
1.3. The Rules shall also apply to the examination of complaints received in electronic form, provided that such complaints are signed with an electronic signature in accordance with the procedure prescribed by regulatory enactments.
1.4. The current version of the Procedure is available on the Company’s website at https://rapidfinance.lv/, and is also freely accessible at the Company’s office at Kārļa Ulmaņa gatve 119, Mārupe, Mārupes novads, LV-2167. If a debtor, when contacting the Company, indicates that they are unable to locate the current version of the Procedure, the Company’s employees shall provide appropriate guidance on how to access it on the website and inform them of its availability at the office. If necessary, the debtor shall be sent information to the indicated email address, including a reference to the Procedure available on the Company’s website.
2.1. A complaint shall indicate information regarding the complainant (consumer): name, surname, address and, where necessary, other contact details, as well as information about the circumstances of the matter in relation to which the consumer addresses the Company.
2.2. A complaint may be submitted:
2.2.1. in writing, by submitting it at the Company’s office (Kārļa Ulmaņa gatve 119, Mārupe, Mārupes novads, LV-2167);
2.2.2. by sending it by post to the Company’s registered office address;
2.2.3. electronically, by e-mail: office@rapidfinance.lv;
2.2.4. orally (the Company shall record it in writing, the consumer shall sign it, and the Company shall thereafter issue a copy of it to the consumer).
2.3. Where necessary, copies of documents substantiating the circumstances indicated in the complaint shall be appended to the complaint.
2.4. If the complaint is prepared or submitted not by the consumer personally, but by his or her authorised representative, the complaint shall be accompanied by documents certifying the authorisation, or by a copy of the power of attorney certified in accordance with the procedure prescribed by law.
3.1. The Company shall register each received complaint in the incoming document register (journal) within 3 (three) working days, indicating the registration number of the received document, the date of receipt, information about the recipient of the document (first name, last name), information about the person to whom the complaint has been assigned for review (first name, last name), information about the sender of the document (first name, last name), the date the document was sent, and a brief description of the content of the complaint. The time limit for reviewing the complaint is 30 (thirty) days and shall be calculated from the date of registration of the complaint.
3.2. The Company shall register each of its responses to a consumer’s complaint in the register (log) of outgoing documents, indicating the registration sequence number of the dispatched document, the date of dispatch, information about the sender of the document (name, surname of the Company’s employee), and information about the addressee of the document (name, surname).
4.1. The Company shall examine the complaint, considering its content.
4.2. The Company shall provide a substantive response to the consumer within a reasonable period, considering the urgency of resolving the matter raised in the complaint, but no later than within 1 (one) month from the date of receipt of the complaint.
4.3. If the Company is unable to provide a response to the consumer within the term specified in Clause 4.2, this period may be extended, subject to prior notice to the consumer, but by no more than 1 (one) month, in order to request additional documents from the creditor — a person who is in a legal relationship with the debtor (consumer) and who, on the basis of a legal transaction or legal act, has the right to demand the fulfilment of payment obligations — if, in the complaint, the debtor has indicated the necessity of such documents.
4.4. If the complaint expresses a remark or dissatisfaction regarding the actions of the Company or an employee of the Company, the Company shall state in its response the considerations that form the basis for such actions of the Company or its employee.
4.5. If the content of the complaint does not require a substantive response, the Company shall, within 10 (ten) days from the date of receipt of the complaint, inform the complainant that the respective complaint has been received by the Company.
4.6. If the consumer has indicated in the application that no response to the complaint is required, the Company may refrain from responding to such a complaint.
4.7. If the consumer has not provided instructions regarding the manner of delivery of the response, the Company shall send the response to the address indicated by the complainant. If, in a complaint submitted electronically, the consumer has not provided instructions regarding the manner of delivery of the response, the Company shall send the response only in electronic form.
4.8. In the case of a joint complaint submitted by several consumers, the Company shall send a separate response to each consumer.
4.9. If the Company has received several individual complaints from one or more consumers, or joint complaints from several consumers that are substantively identical in content, the Company may provide a single consolidated response. The response shall be sent separately to each consumer.
5.1. The Company shall be entitled to leave a complaint unexamined in the following cases:
5.1.1. the complaint does not indicate the complainant (name, surname, and address);
5.1.2. the complaint is not signed, except in the case referred to in Clause 1.3;
5.1.3. the text of the complaint is objectively illegible or incomprehensible;
5.1.4. a response to the complaint has already been provided previously, and the substance of the legal or factual circumstances referred to in the earlier complaint has not materially changed;
5.1.5. if an authorization document is not attached to the complaint as an annex, in cases where the complaint has been prepared by a representative authorized by the consumer.
5.2. In the above-mentioned cases, except for Clause 5.1.1, the Company shall inform the consumer, stating the grounds, that the submission is being left unexamined.
6.1. The Company shall not be entitled to disclose the identity data of the complainant to third parties without the prior written consent of the complainant, unless such disclosure is directly required of the Company by the regulatory enactments in force in the Republic of Latvia, and only in the cases and according to the procedures prescribed by such regulatory enactments.
7.1. If the consumer is not satisfied with the Company’s response regarding the complaint (statement of claim), the consumer has the following rights:
7.1.1. to submit a complaint to the Consumer Rights Protection Centre. The procedure by which the Consumer Rights Protection Centre reviews complaints, adopts decisions, and the procedure for appealing such decisions is governed by the Consumer Rights Protection Law;
7.1.2. to bring a claim in connection with the complaint before a court of the Republic of Latvia having jurisdiction.
8.1. This document has been prepared in Latvian and English. The procedure for handling consumer complaints referred to in this document shall enter into force on March 31, 2026.
In Riga, 30 March 2026
SIA RAPID FINANCE