Proposals and complaints

In order to improve customer and fund investor service, the special long-term program, in which we offer the opportunity to express customers` opinion about the quality of service and products provided, has been successfully established in Aquarium Investments (further in the text – „Company”).

In case if you have any complaints, suggestions or wishes regarding products or service provided by the Company to the customers or fund investors, we always are ready to clarify and resolve potential problems.

How and where to complain or express you proposal to Aquarium Investment?

  • Call +371 67-22-20-02 (lines are open on work days from 9.00 a.m. to 6.00 p.m.)
  • Visit our office in Riga, 20/22 Baznicas street, Office 30, LV-1010, Latvia
  • By e-mail address: complaints@aqrm.com
  • In written form to the address:
JSC “Aquarium Investments” IMC
Customer Service and Sale Division
20/22 Baznicas street, office 30, Riga, LV-1010, Latvia

What you need to provide? 

To help us investigate and resolve your complaint fairly, we need the following information:

  • For a private person - the first name and surname; For a legal entity - the full company name;
  • Your custodian, account details (account number or customer ID);
  • A description of your complaint (the reason and nature of your complaint, as well as possible solution or remedy);
  • список приложенных документов и сами документы, обосновывающие суть предложения или жалобы;
  • Copies of relevant documents (if appropriate);
  • Date of suggestion or complaint;
  • The preferred way you would like to receive a response.  

How long will it take?

The Company will investigate the matter and set about putting things right as quickly as possible. Our aim is to resolve your complaint straight away, by giving the matter into the hands of staff with the right experience, knowledge and authority.

We will respond to you within 3 (three) business days in case of an oral complaint (i.e. when you contact us by phone or in person). If a customer agrees to get an oral answer and there is such an option, the Company’s employee answers to the customer’s complaint or offer straight away.

Upon the receipt of your written complaint, we will provide a response within 30 business days. However, if the complain requires a bit more time to investigate, the preparation of response can be prolonged by other 15 (fifteen) business days. In this case we will keep you informed in advance.

Please note that written responses are provided only to your written complaints, and that any complaints filed anonymously will not be reviewed.