Date of last revision: 21st of February, 2024
In such an event, you are of the opinion that your rights and/or interests related to the services provided by us have been violated, you can submit the complaint to us. You must 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.
Your complaint must be made in writing in English language and must comprise the following information:
You can submit the complaint directly or via your representative. If the complaint is submitted 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.
Complaint must be submitted via e-mail at the complaint@valyuz.com.
Complaints that does not comply with the requirements, are submitted in other than English language, are disorder and unreadable, the identity of the applicant is not clear will not be investigated by us.
In case the submitted 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, not shorter than 7 (seven) calendar days, to eliminate the shortcomings of the complaint. You must comply with the deadline set by us. In the event 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.
If the complaint does not comply with the requirements and the shortcomings have not been eliminated, Valyuz 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.
We will handle your complaint and submit the response 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.
Complaints regarding activities which are not supervised by the Lithuanian financial supervisory authority Bank of Lithuania will be investigated on the same procedure, however, with exception to your right to provide a complaint to the Lithuanian financial supervisory authority Bank of Lithuania.
If you are a consumer and you are unsatisfied with our response, you may apply to the Lithuanian financial supervisory authority Bank of Lithuania (Totorių str. 4, 01121 Vilnius, Lithuania; www.lb.lt) regarding the settlement of a dispute. You may submit your complaint in Lithuanian or English language in three ways (since this information is from a Lithuanian bank website always best to check if below contacts are up tp date update: https://www.lb.lt/en/dbc-settle-a-dispute-with-a-financial-service-provider#ex-1-4):
1. Via the electronic dispute settlement facility E-Government Gateway (https://www.epaslaugos.lt/portal/login)
2. By completing a Consumer Application Form (20.5 KB https://www.lb.lt/uploads/documents/files/Application%20form%20(1).docx) and sending it to the Legal And Licensing Department of the Bank of Lithuania, Totorių str. 4, LT-01121, Vilnius, email: prieziura@lb.lt
3. By filling out a free-form application and sending it to the Legal and Licensing Department, Totorių str. 4, LT-01121, Vilnius, email: prieziura@lb.lt
Whatever the way you choose to submit your application, it and its annexes must be either in the official language of the country, i.e. Lithuanian, or English language. However, it is important to note that the dispute settlement process will be conducted in the official language of the country, i.e. Lithuanian.
More: https://www.lb.lt/en/dbc-settle-a-dispute-with-a-financial-service-provider#ex-1-4
If you are not satisfied with the result of the dispute hearing at the Bank of Lithuania and the dispute cannot be settled amicably by out of court means, the dispute will be settled by the competent court of the Republic of Lithuania.
If you are not a consumer and are unsatisfied with our response, you may apply to the Lithuanian financial supervisory authority Bank of Lithuania here - https://www.lb.lt/lt/kontaktai#group-464. If you are not satisfied with the result of the dispute hearing at the Bank of Lithuania and the dispute cannot be settled amicably by out of court means, the dispute will be settled by the competent court of the Republic of Lithuania.
