Information on the complaints management process
If you believe that the Company has violated your rights, you may file a complaint with the Company within 3 (three) months. The complaint must be written in the official language, in legible writing and signed by the complainant. If the Complaint is in a language other than the official language, the Company has the right to require the Complainant to provide a translation into the official language at the Complainant's expense, which must be certified by a translation bureau or a notary public as proof that the content of the Complaint has not been altered in the process of translation.
The standard complaint form can be found here, but you can also submit your complaint in free form.
In your complaint, you must include:
-your name or the name of the company on whose behalf you are complaining;
-your personal identification number or date of birth, and your company number if you are complaining on behalf of a company;
-telephone number (if available) or e-mail address (or any other contact information needed to reply);
-the circumstances and documents on which you base your complaint.
You can submit your complaint in the following ways:
-through the NEO Finance, AB system;
- by registered post, sending it to the following address: A. Vivulskio st. 7, Vilnius
-by visiting the customer service point at A. Vivulskio st. 7, Vilnius
Complaints are investigated free of charge.
The complaint must be resolved within 15 (fifteen) working days. If, in an exceptional case, the Complaint cannot be dealt with in a timely manner, the designated employee of the Company must inform the Complainant thereof. In all cases, the processing of the complaint shall not take longer than 35 (thirty-five) working days. The Applicant shall be informed in writing of the decision taken during the complaint. The reply shall be signed by the Chief Executive Officer of the Company or by the Chairman of the Complaints Committee.
In order to confirm your identity, you may be asked to provide proof of your identity upon arrival at the service point.
Please be informed that if the consumer is not satisfied with the response, he/she has the right to appeal to the Bank of Lithuania (Totorių g. 4, 01121, Vilnius, Lithuania) in writing or electronically within 1 (one) year after contacting the Company.
For more information on dispute resolution at the Bank of Lithuania, please visit the Bank of Lithuania's website: http://www.lb.lt/lt/vartotoju-ir-finansu-rinkos-dalyviu-gincai
In the event that the Company is approached by an applicant who is not a consumer, the Rules of the "Rules of the Out-of-Court Dispute Resolution Procedure for Disputes between Consumers and Participants of the Financial Market at the Bank of Lithuania" approved by the Bank of Lithuania shall not apply. In such a case, the Company shall examine the complaint and provide a reply to the applicant within 15 (fifteen) working days from the date of receipt of the complaint, but not later than within 30 (thirty) working days.