Amendments to the Credit Institutions Law, which entered into force last year, require banks to ensure by September 30, 2026, that information and customer-related documents are available in the official state language, as well as in one additional official language of a European Union Member State or candidate country. This requirement applies to all credit institutions in Latvia and establishes a unified approach to digital communication, documentation and official information.
To make this transition smooth, well-considered and convenient for customers, Citadele is implementing the changes gradually. Over time, information in the mobile app, online bank, website, emails and documents will increasingly be provided in Latvian, while English will remain available as an additional language option.
What this means for customers
In everyday banking, the main changes will relate to the languages used for information and official communication. The internet bank, mobile app and website will provide core information in Latvian, with the option to choose English. Customer-related documents, agreements and official communications will also be available in Latvian, with English available as an additional language option where applicable.
Support and solutions to keep everything convenient and easy to understand
Customers will continue to have access to various ways of receiving information in the language most convenient for them.
Communication with employees
Clear and customer-friendly communication will remain an important part of our service.
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Communication with a customer. If a customer prefers to communicate in another language, this can be indicated during the conversation. Where the employee has the necessary language skills, the discussion may continue in the customer's preferred language.
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Virtual financial assistant Adele. Customers can also turn to Adele, Citadele's virtual financial assistant, for everyday questions. Adele already communicates in the language chosen by the customer, helps explain services, navigate available information and, when needed, assists with translations.
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Browser translation tools. When browsing the website, customers can also use their browser's automatic translation function. This provides a quick and convenient way to read information in a familiar language.
Why these changes are being introduced
These changes are required by Latvian legislation and apply equally to all banks operating in Latvia. Their purpose is to ensure that financial information is available in the official state language and that documentation remains legally precise and unambiguous.
For additional convenience, and as permitted by law, information will also be available in English. This helps customers who use English in their daily lives and supports communication in an international environment.
The same high standard of service
The language changes do not affect what matters most: the quality of our services and our commitment to customers. Citadele will continue to focus on providing professional, responsive and customer-friendly service through clear information, a personalised approach and a willingness to explain and help whenever needed.