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Complaints and feedback handling

Your satisfaction is a measure of our success. Your feedback allows us to ensure that we excel at what we do and helps us to improve the quality of our products and services.

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.

Some advice on providing feedback or filing a complaint

To have your complaint reviewed in the fastest way possible, it is important that you provide all of the relevant facts. We recommend that you use the complaints and feedback form, which covers all of the necessary details.

If you use other channels please include:

  • your full name and surname. If you represent a company, then also the company’s name;
  • your ID number or date of birth. If you represent a company, then the company’s code;
  • your contact details;
  • your feedback or a description of your concern; and
  • your preferred method of contact in order to receive a reply. (Please be aware that only general information can be sent by e-mail.)

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.

Complaints related to insurance products or insurance distribution services we will forward to respective insurance company during 1 working day. We will inform you about that.

Your feedback may be responded to within a period of up to 15 calendar days. Handling of insurance complaints and other kind of complaints is free of charge.

What should you do if the proposed solution does not meet your expectations?

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.