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Handling of customer complaints regarding Luminor Lizingas UAB

It is important for us how do you feel – your feedback helps us to improve the quality of our product and service.

How can you provide feedback or file a complaint?

*When contacting us by phone, charges set by your operator will apply. For further information, please contact your operator.
**We will only answer general questions that do not relate to your personal information if you contact us on the website or by e-mail lizingas@luminor.lt.

Some advice on providing feedback or filling a complaint

To have your complaint reviewed in the fastest way possible, it is important that you provide all the relevant facts:

  • What have happened and why do you think Luminor Lizingas UAB improperly provided the service.
  • If possible, state the basis of your claim (the provision of the contract or law on which you rely). 
  • Attach, if you have, copies of the documents you are referring to.
  • Specify exactly what you require from Luminor Lizingas UAB. 
  • Provide your full name, surname or company name, personal / company code, address, contact details and your preferred method of contact in order to receive a reply in which Luminor Lizingas UAB should provide you with an answer.

When you can expect a reply?

We will carefully examine your complaint and provide a reply as soon as possible, but no later than within 15 calendar days.

If we need more information from you or more time, we will let you know.

How else can we solve the problem?

We work to find the most suitable way of resolving your complaint.

If you do not agree with the answer you received or you have additional important information that has not been provided or has not been evaluated, we suggest that you contact us again. Alternatively, within one year from the day you submitted the complaint to us, you can apply to the Bank of Lithuania regarding the decision of dispute in these ways (more: How can I apply for dispute settlement?):

  • Via the electronic dispute settlement facility E-Government Gateway
  • If you do not have the opportunity to submit an application through the electronic dispute settlement system, you can submit a request to resolve a consumer dispute by filling in the User's application form and sending it to the Law and Licensing Department of the Bank of Lithuania by e-mail prieziura@lb.lt or by post to Totorių str. 4, 01121 Vilnius.