Complaints Procedure

At UAB “deVere E-Money” (“deVere E-Money”, “the Company”, “we” or “us”), we aim to provide fair, efficient service and advice. However, should you feel that we have not met your expectations, please follow the below procedure to lodge your complaint about the Company’s provision of services.

For the purpose of this Procedure:

A complaint or a dispute is an appeal from a customer which indicates that there is a violation of personal rights or legitimate interests in relation to the provided services.

A plaintiff/complainant is a customer or potential customer.

Other terms used hereunder shall be understood as they are defined in the laws of the Republic of Lithuania regulating provision of financial services.

HOW TO CONTACT US

The Complainant must appeal to deVere E-Money within three months of the day on which the Complainant became aware of the violation of his/her rights or legitimate interests.

Complaints - indicating the dispute’s circumstances as clearly as possible and including any supporting documentation, evidence, requests, and explanations - shall be made in writing in the Complaint Form, which must be completed and submitted to [email protected].

deVere E-Money accepts complaints in English and Lithuanian.

Complaints may also be submitted via regular post to this address: Mesiniu g. 5, LT-01133, Vilnius, Lithuania

deVere E-money has a right to refrain from handling of anonymous Complaints.

PROCESS FOR HANDLING COMPLAINTS

Initial receipt

When we receive a Complaint, full details are passed to the Complaint handler within one business day of the receipt of the Complainant’s written appeal.

For the Complaint to be addressed in a timely fashion, adequate information about the dispute will be asked for by the handler unless it already provided upon submission.

Acknowledgement

If the Complaint isn’t solvable within a business day, a letter/email of acknowledgement will be sent within two business days by the Complaint handler.

Further Timeframe

Our team will endeavor to address your Complaint in the shortest possible time. However, if the issue is not resolved within the expected timeframe (fifteen business days after we receive it), then an additional email detailing the status and an estimated timeframe for your Complaint resolution will be sent.

The extended period can’t be longer than thirty-five business days after receipt of the Complaint.

If the information provided in the Complaint is not deemed to be sufficient to adequately assess the situation, we shall contact you via telephone or email to clarify the situation.

Investigation and Final response

While avoiding any conflict of interest that might arise, the Complaint handler will conduct a comprehensive review of all the circumstances and facts provided in the Complaint.

deVere E-Money shall take all measures to settle the dispute in an amicable way.

The final response shall be submitted in writing. Should you disagree with the response, you have the right to appeal to the Bank of Lithuania within one year of appealing to deVere E-Money.

To submit an appeal to the Bank of Lithuania, please click here.

You are able to submit your complaint to your local authority if your place of residence is within an EU country. This includes the United Kingdom Financial Ombudsman Service in the United Kingdom (Exchange Tower, London, E14 9SR, +44 20 7964 1000).