Consumer complaints handling policy
Valid till 7 February, 2024
GENERAL PROVISIONS
1. INTRODUCTION
1.1. This Complaints Policy relates to issuing of electronic money and any other services provided to you by Contomobile UAB (trading as Contomobile). Please note that certain terms used in this document have defined meanings. These terms are capitalised and the definitions can be found here.
1.2. Contomobile strives to provide the best possible customer experience at all times and aims to provide you with a service that is efficient and reliable. We will always seek to resolve any issues that you experience with our Services as soon as possible. If you are dissatisfied with any element of the Services provided to you by Contomobile we would encourage you to contact us as soon as possible so that we can address any problems and try to make sure they don’t happen again.
2. HOW TO CONTACT US
2.1. In the first instance we recommend that you contact our Customer Services team for support via e-mail. The Customer Services team can assist with a variety of issues quickly and efficiently or, on the rare occasions they are not able to assist directly, will be able to escalate the issue to the appropriate department.
3. MAKING A FORMAL COMPLAINT
3.1. If an issue is not resolved to your satisfaction by our Customer Service team you can submit a formal complaint. You may submit a formal complaint by e-mail.
3.2. Please note that you should submit a formal complaint to Contomobile within 3 (three) months of learning about a violation of your rights.
3.3. When submitting a complaint, you must provide your full name, surname, address, your Contomobile account number, the phone number associated with your account and the email address associated with your account.
3.4. The complaint must include full details of the circumstances giving rise to the complaint including a full description of the issue, the date and time that the issue occurred and how you would like us to resolve the issue. Please ensure that you identify any relevant documents (and provide copies of any documents that we do not already have in our possession) to allow us to properly consider your complaint.
3.5. After you have submitted your complaint (in accordance with the requirements described above), we will acknowledge receipt in writing via email within 3 (three) Working Days and confirm that we are looking into your complaint.
3.6. After receiving full details of your complaint, we will promptly consider the matter and aim to provide you with our final response within 15 (fifteen) Working Days. If the information you have provided with your complaint is not sufficient to allow us to properly address the issue, we will contact you and identify what further information or documentation we consider will be required to allow us to adequately address your complaint. Any delay arising as a result of the provision of insufficient information with your complaint will not be taken into account when assessing whether a final response has been provided within 15 (fifteen) Working Days.
3.7. If we are unable to provide a final response to your complaint within 15 (fifteen) Working Days, we will contact you to explain the reason for the delay and specify the date when you will receive a final response from us. In any event, we will provide our final response within 35 (thirty five) Working Days of the date the complaint was received.
3.8. Our final response will be clearly identified as such and will either:
3.8.1. Accept your complaint and, where appropriate, offer redress or other remedial action;
3.8.2. Offer redress or other remedial action as a gesture of goodwill without accepting your complaint; or
3.8.3. Reject your complaint and explain the reasons that the complaint has been rejected.
3.9. We will send our response to you via the same delivery channel that you used to submit your complaint, unless you have requested that we use a different method.
4. FURTHER COMPLAINTS / DISPUTE RESOLUTION
4.1. If you are not satisfied with our final response, or if you do not receive a response from us within the time period set out at paragraphs [3.6 to 3.7] above, you may be able:
4.2. to submit a complaint to the Supervisory Authority of the Bank of Lithuania address Totorių str. 4, LT-01121 Vilnius, e-mail or Žirmūnų str. 151, LT-09128 Vilnius, e-mail, more information here.
4.3. refer the matter to the Bank of Lithuania (Žirmūnų str. 151, LT01121 Vilnius, webpage). The Bank of Lithuania deals with disputes between consumers and financial market participants out of court. More information can be found here and on the Bank of Lithuania website. You may be able to refer your appeal to the Bank of Lithuania in three ways:
4.3.1. Via the electronic dispute settlement facility E-Government Gateway;
4.3.2. By completing a Consumer Application Form listed here and sending it to the Supervision Service of the Bank of Lithuania, Žirmūnų g. 151, LT-09128 Vilnius, email;
4.3.3. By filing out a free-form application and sending it to the Supervision Service, Žirmūnų g. 151, LT-09128 Vilnius, email.
4.3.4. Please note that certain time limits apply to appeals referred to the Bank of Lithuania. If you do intend to refer a complaint, you must do so within 1 (one) year of receiving our final response. If you fail to refer a complaint within this time-frame, you will no longer be able to apply to the Bank of Lithuania regarding the dispute.
4.3.5. You have the right to apply to the Bank of Lithuania or directly to court. Please be aware that a court judgement is binding on all parties whereas the decision of the Bank of Lithuania is a recommendation that is not binding on the consumer or the financial market participant and cannot be appealed. The Bank of Lithuania does not charge for dealing with disputes.
