If your rights and/or interests related to the services and/or products provided by us have been violated, you can submit the complaint to us via email email@example.com. If you are a consumer, i.e. you are using or intend to use our services and/or products for personal purposes, you can submit the complaint within 3 (three) months from the date when you became or should have become aware about the violation of your rights and/or interests protected by the law. If you are not the consumer, you can submit the complaint within 14 (fourteen) calendar days from the date when you became or should have become aware about the violation of your rights and/or interests protected by the law.
Your complaint must be made via email (firstname.lastname@example.org) in either Lithuanian or English language and all of the following information must be entered:
- Your data: name, last name or name of the legal entity, code (for legal entities only), residence address/registered office address, phone number and e-mail address (you must indicate the same email address you registered with us for the purpose of opening of Electronic Wallet);
- date of complaint/date of birth;
- your rights and/or interests that were violated and the circumstances in relation to;
- your request.
If you submit the complaint via the representative, the identity and authorization evidencing documents must follow: copy of an ID/ passport of the authorized person and power of attorney evidencing the right to represent you or any other document evidencing authorization to act on your behalf.
Complaints that are submitted in other than Lithuanian or English language or the identity of the applicant is not clear will not be investigated by us.
If complaint lacks information required for the investigation, we may ask you to eliminate the shortcomings of the complaint by specifying the essence of the complaint or by providing additional documents and/or data required for the proper investigation of your complaint. We will set a reasonable time limit, at least 7 (seven) calendar days, to eliminate the shortcomings of the complaint or provide the requested data and/or documents. You must comply with the deadline set by us. If you fulfilled our request for additional data and/or documents, the complaint will be considered to be submitted on the date the shortcomings were eliminated or the additional data and/or documents submitted.
If the complaint does not comply with the requirements and the shortcomings have not been eliminated, we will not investigate the complaint and will return it to you. Such circumstances do not prevent you from contacting us regarding the complaint repeatedly after the identified shortcomings of the complaint are eliminated, provided you do comply with the term for submission of the complaint.
Your complaint will be handled and the response submitted as soon as possible, but no later than within 15 (fifteen) business days following the day of the receipt of the complaint. In the event beyond our control, we will not be able to submit the response within the specified term, we will submit the interim response to you communicating the reasons of the delay and the term for submission of final response. In all cases, the final response to you will not exceed 35 (thirty five) business days.
If you are a consumer and you are unsatisfied with our response, you may apply to the Lithuanian financial supervisory authority Bank of Lithuania (Žirmūnų str. 151, 09128 Vilnius, Lithuania; www.lb.lt) regarding settlement of a dispute. The application must be submitted in Lithuanian language.