Complaints Handling Rules
Complaints Handling Rules (hereinafter – the Rules) provide for the procedure for handling complaints received by Saldo Bank UAB (hereinafter – the Bank).
You may submit a complaint to the Bank in Lithuanian or English not later than within 3 (three) months from the day on which you learned or should have learned about the violation of your rights or legitimate interests in the following ways:
by email email@example.com.
by regular or registered mail at the address Žalgirio St 94-1, LT-09300, Vilnius, Lithuania
by phone +370 604 45179
through Saldo Internet Bank
Please provide the following information when submitting a complaint:
name, surname of the person submitting a complaint or legal entity’s name, code, name and surname of a representative of the legal entity;
date of the complaint;
contact details (address, telephone number, email address);
clear circumstances and facts on a dispute matter;
precise requests of the client;
representative’s power of attorney or another document stating their right to act on behalf of the client, if a complaint is submitted by a representative;
other documents or circumstances related to the complaint.
The Bank has a right not to respond to anonymous complaints, unreadable complaints, complaints that have not been duly signed or submitted by a person who was not authorised.
In the course of complaints handling, the Bank respects human rights and follows principles of fairness, reasonableness, objectivity and impartiality. The Bank handles complaints free of charge.
The Bank will respond to the client’s complaint within 15 (fifteen) business days after the receipt of the complaint. In exceptional cases, due to reasons which are beyond the Bank’s control, the Bank may send to the client a preliminary response by indicating reasons for delay and the term by which the client will receive the Bank’s final response. In any case the term for provision of a final response shall not exceed 35 (thirty-five) business days after the receipt of the complaint.
If you are not satisfied with the Bank’s response or have not received one within the above specified term, you have a right to apply to the Bank of Lithuania within 1 (one) year from the day of applying to the Bank, which handles disputes between financial institutions and consumers outside of court, in Lithuanian or English by filling out the application form and submitting it to the address Žalgirio St 90, LT-09303, Vilnius, Lithuania, or by email firstname.lastname@example.org. You may find more information on how to submit a complaint to the Bank of Lithuania on the website www.lb.lt.
In case of provision of Bank’s services in another EU Member State than the Republic of Lithuania, the clients have the right to submit their complaints via FIN-NET network (accessible: https://finance.ec.europa.eu/consumer-finance-and-payments/retail-financial-services/financial-dispute-resolution-network-fin-net_en).