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Complaint Resolution Procedure

If you are unsatisfied with our services, you may file a written complaint using one of the following channels:

  • E-mail: [email protected]
  • Postal address: Konstitucijos av. 21A, Vilnius, LT-08130, Lithuania

We will review and respond to your complaint as soon as possible. Within ten (10) business days from the reception of the complaint, you will receive an acknowledgment of receipt, and we will send you a response no longer than fifteen (15) days after your complaint has been received.

During this complaint resolution time frame, we reserve the right to ask you for any additional information and documents to complete our investigation and provide you with proper support and resolution. Should we not receive the requested information within twenty (20) business days counted from the date of our request, the complaint will be considered closed, and you will be notified of such closure. In any case, you can contact us again to submit any additional information to help us address your complaint. In such a case, this will be treated as a new complaint.

Suppose you find our final response to your complaint unsatisfactory; you may submit a complaint with the (Financial Crime Investigation Service REGULATOR IN LITHUANIA), allowing the complainant to seek out-of-court resolution, within one year of your initial complaint being filed with us.

In such a case, the complaint can be filed either:

  • By filling in the online complaint form where all relevant documents can be attached;
  • Or by sending the completed complaint form (PDF):

by email to the following address: [email protected]

The complaint shall be filed with all relevant documents in English. Should the decision made by the (Financial Crime Investigation Service REGULATOR IN LITHUANIA) be accepted, it shall immediately become binding both on the complainant and us.