How to complain
When, in the Customer’s opinion, Nandi Pay (the Institution) improperly provides services or otherwise violates the Customer’s rights or legitimate interests, or for other reasonable reasons, the Customer has the right to file a Complaint to the Institution.
The Customer’s representative may also file a Complaint. In this case, the Client’s representative must submit a power of attorney or other document confirming the powers of the representative.
The Institution shall examine Complaints submitted in writing in the ways specified in this paragraph:
- directly to any Employee on weekdays from 8:00 a.m. to 5:00 p.m.;
- by post, sending to the address: A. Tumėno st. 4, LT-01109 Vilnius, Lithuania;
- by e-mail firstname.lastname@example.org or other means of telecommunication providing a possibility to prove the fact of providing the information and the identity of the Complainant’s representative or responsible person.
Complaints must be written in a clear and legible manner, in Lithuanian or English language.
The Complaint must specify:
- Name of the applicant or name of the legal entity, Name of the applicant’s representative or responsible person;
- Date of Complaint;
- the exact address of the Complainant’s registered office (or correspondence address), telephone number, Email address; other important contact information;
- the essence of the complaint – the actions (omissions) of the Company or its Employees related to the activities and / or provision of services of the Company, as well as the arguments and motives on which the Applicant substantiates its claims shall be indicated;
- Motivated and clear requirements of the Applicant;
- List of documents submitted together with the Complaint;
- Signature of the Complainant’s representative or responsible person.
The Institution has the right not to examine anonymous, unsigned and illegible complaints, as well as complaints that do not contain sufficient data identifying the Applicant.
If the submitted Complaint does not comply with the requirements set forth in this Procedure, the Institution may not accept such Complaint. In case of non-acceptance of the complaint, the Institution shall prepare a written response to the Applicant within 10 (ten) working days, indicating what data is missing and indicating the exact deadline within which the deficiencies indicated in the response must be eliminated. If the Complaint is not remedied within the deadline set by the Complainant, the Institution has the right to leave the Complaint unexamined.
While examining complaints Institution’s employees relies by the principles of respect for human rights, justice, fairness, reasonableness, objectivity, impartiality and promptness.
The Institution shall examine the Complaint and provide a detailed, motivated, documented response to the Applicant as soon as possible, but not later than within 30 calendar days after the date of receipt of the Complaint. In exceptional cases, when the Complaint cannot be examined within the specified period, the Institution shall send a notice to the Applicant, clearly indicating the reasons for the delay in responding to the Complaint and the deadline by which the Applicant will receive a response.
In case Nandi Pay and the Customer does not reach mutual agreement, the Customer shall have a right to lodge a complaint to the Bank of Lithuania concerning alleged infringement of the laws regulating the financial market in writing or in electronic form. More information can be found here: https://www.lb.lt/en/dbc-settle-a-dispute-with-a-financial-service-provider.
Customer has the right to contact the Bank of Lithuania directly using the following contacts:
Financial Market Supervision Service of the Bank of Lithuania,
Žalgirio g. 90, LT-09303, Vilnius,
email: email@example.com, Toll-free information line +370 800 50 500