Nexpay complaint policy
I. RIGHT TO SUBMIT A COMPLAINT
I.1. If you are of the opinion that your rights and/or interests have been violated or you are otherwise dissatisfied in relation to the services and/or products provided by us, an agreement concluded with us, or the conduct of us, our employees or our representatives, you may submit a Complaint to us. Complaints are accepted and examined free of charge.
II. REQUIREMENTS FOR COMPLAINT
II.1. Your Complaint must be made in writing in English or Lithuanian language and must comprise the following information:
II.1.1. Your data: name, last name or name of the legal entity, registration code (for legal entities only), email address to which the reply is to be sent; and, where relevant, your address and phone number. If you are our client, please use the email address registered with us; if you use different contact details, we may need to verify your identity before providing information relating to an account or transaction;
II.1.2. The circumstances giving rise to the Complaint, including relevant dates and, where applicable, account or transaction details;
II.1.3. Your request, that is, what you ask us to do;
II.1.4. Any documents or other evidence supporting the circumstances stated;
II.1.5. The date of the Complaint.
III. SUBMISSION OF COMPLAINT
III.1. You can submit the Complaint directly or via your Representative. If the Complaint is submitted via the Representative, the following documents must be provided together with the Complaint:
III.1.1. Information enabling us to verify the identity of your Representative. We may request a copy of an identity document where this is necessary for verification;
III.1.2. A power of attorney or other document evidencing your Representative's authority to act on your behalf, including authority to submit the Complaint and to receive our reply; or, where you are a legal entity and the Complaint is submitted by a person acting under your constitutional documents, an extract from the register of legal entities or an equivalent document (unless those documents are already provided to us).
III.2. The Complaint may be submitted:
III.2.1. via e-mail at the
[email protected];
III.2.2. by post to UAB "Nexpay", Žalgirio st. 90-100, Vilnius, Lithuania.
IV. COMPLAINTS THAT WILL NOT BE INVESTIGATED
IV.1. We reserve the right to not examine your Complaint if:
IV.1.1. It is submitted in a language other than English or Lithuanian;
IV.1.2. Is illegible or otherwise unintelligible;
IV.1.3. Your identity or your Representative's authority cannot be established;
IV.1.4. The Complaint otherwise does not contain information sufficient for its examination.
IV.2. In all of the cases specified hereabove, we will first ask you to eliminate these shortcomings within the reasonable timeframe. If you eliminate the shortcomings within the set deadline, the Complaint will be considered to be submitted on the date the shortcomings were eliminated.
IV.3. We will inform you in writing of our decision not to examine the Complaint and of the reasons for it. This does not prevent you from submitting the Complaint again once the shortcomings have been eliminated.
IV.4. If your Complaint concerns matter that do not fall within our competence, we will not examine it, or that part of it, and will inform you of the reasons and, where known to us, of the institution competent in respect of those matters. Where only part of your Complaint falls outside our competence, we will examine the remaining part.
V. RESPONSE TIMEFRAMES
V.1. 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. If we are unable to respond within the above term due to circumstances beyond our control, we will submit an interim response to you explaining the reasons for the delay and the expected date of the final response. In all cases, the final response to you will not exceed 35 (thirty-five) business days.
V.2. We will send the response to the contact details you provided in the Complaint or, where the Complaint concerns an existing account or transaction, to the contact details registered with us.
VI. ESCALATION TO BANK OF LITHUANIA
VI.1. If you are unsatisfied with our response, you may contact the Bank of Lithuania in English or Lithuanian language in the following two ways:
VI.1.1. If you are a Consumer (a natural (private) person using the Company services for purposes unrelated to their business, trade, or professional activity) and you are unhappy with how we have dealt with your Complaint, you can refer it to the Bank of Lithuania within 1 (one) year of the date you sent us your Complaint. In this case the Bank of Lithuania would act as out of court dispute resolution authority dealing with disputes between consumers and financial service providers (out-of-court resolution of your specific case, hereinafter – the “Dispute”). You may apply to the Bank of Lithuania for a Dispute resolution:
- Via the electronic dispute settlement facility E-Government Gateway;
- By completing the Consumer Application Form and submitting it to the Bank of Lithuania by email at [email protected] or by post to Totorių str. 4, 01121 Vilnius, Lithuania;
- By drafting a free-form notice and submitting it by post to Totorių str. 4, 01121 Vilnius, Lithuania or email at [email protected].
Should you wish to have a possibility to apply to the Bank of Lithuania as to the out of court dispute resolution authority, then you shall make your Complaint to us within 3 (three) months from the day that you found out or should have found out about the alleged violation of your rights or legitimate interests arising from agreement with us.
More information available on the website of the Bank of Lithuania.
VI.1.2. To submit a Complaint regarding our compliance with applicable laws and/or regulations (in this case the Bank of Lithuania would not be able to resolve your specific case). You may apply to the Bank of Lithuania with such a Complaint:
- By completing an
online form;
- By completing the
application form and submitting it to the Bank of Lithuania by email at
[email protected] or by post to Totorių str. 4, 01121 Vilnius, Lithuania;
- By sending a free-form application by post to Totorių str. 4, 01121 Vilnius, Lithuania or email at
[email protected].
More information can be found on
the website of the Bank of Lithuania.
VII. COMPLAINTS OUTSIDE BANK OF LITHUANIA SUPERVISION
VII.1. Complaints regarding activities that are not supervised by the Bank of Lithuania (not related to the provision of financial services) will be examined by us under the same procedure; however, you will not have the right to submit a Dispute or a Complaint to the Bank of Lithuania in relation to such activities. If you are a consumer, you may apply in respect of such matters to the State Consumer Rights Protection Authority (Valstybinė vartotojų teisių apsaugos tarnyba), their address is A. Goštauto g. 12, 01108 Vilnius, Lithuania. You can find more information on their
website.
VII.2. If your Complaint concerns the processing of your personal data, we will examine it in accordance with our
Privacy Policy. You also have the right to lodge a complaint with the State Data Protection Inspectorate (Valstybinė duomenų apsaugos inspekcija), L. Sapiegos g. 17, 10312 Vilnius, You can find more information on their
website.
VIII. COURT RESOLUTION
VIII.1. The decision of the Bank of Lithuania on a Dispute is recommendatory and is not binding on either party. If you are a consumer and are not satisfied with the outcome of the examination of the Dispute at the Bank of Lithuania, or if the Dispute is not settled amicably, you may refer the matter to the competent court of the Republic of Lithuania.
VIII.2. Applying to the Bank of Lithuania is not a precondition to court proceedings. You may at any time refer the matter to the competent court of the Republic of Lithuania.