Complaint Handling Policy
Applicable since 8th September, 2022
1.1. UAB Seven Seas Europe (hereinafter “the Company”) follows these general rules for registering, examining, and responding to Client complaints. The purpose of this policy is to organize the process of Client complaints management in a fair, efficient, and proper manner. This policy does not apply when the Client submits a complaint regarding an activity of the Company which is not regulated by special laws or supervised by the Bank of Lithuania; and when the Company is not responsible for the execution of the activity indicated in the Client's complaint.
1.2. Definitions used in this policy:
1) Company – UAB Seven Seas Europe (company code 304632897, registered office Olimpieciu st. 1-5 LT-09235 Vilnius, the Republic of Lithuania).
2) Client – a natural person who has registered in the Company’s System and created an Electronic Money Account.
3) Complaint – a written request submitted by a Client to the Company, where the Client indicates that the rights or legitimate interests, related to the services provided by the Company or concluded agreements, have been violated.
4) Complaints examination – the activity of employees of the Company, including acceptance and registration of claims (complaints), issue determination, preparation of a response and its provision to a Client.
5) Complaints register – a journal where all complaints of Clients are registered.
6) Response – a written reply to a Client's questions and/or demands.
II. SUBMITTING A COMPLAINT
2.1. The Client can submit a complaint, specifying relevant information, which would indicate why the Client reasonably believes that the Company violated the legal rights and interests of the Client while providing its services. The Client may submit a complaint in the following ways:
1) in writing to the registered address of the Company’s office at Olimpieciu st. 1-5 LT-09235 Vilnius, Lithuania;
2) by personal delivery of completed complaint form at the Company’s registered address;
3) via email to [email protected].
2.2. The complaint in case of legal person must include:
1) company name.
2) business address and contact information (phone number and email address) when expressed in the complaint that the complainant wants to receive the result of investigation electronically.
3) date of the complaint.
4) description of the reasons for the complaint.
5) documents on which based the complaint is.
6) requirements for the Company.
2.3. The complaint in case of natural person must include:
1) the name, surname of the complainant.
2) personal address and contact information (phone number and email address) when expressed in the complaint that the complainant wants to receive the result of investigation electronically.
3) date of the complaint.
4) description of the reasons for the complaint.
5) documents on which based the complaint is.
6) requirements for the Company.
2.4. If at least one of the required requisites is missing, the Company has the right to request the Client to complete the complaint form.
2.5. The complaint must be submitted in Lithuanian or English languages.
2.6. Company does not accept anonymous complaints.
2.7. Upon the receipt of a complaint from the Client, the Company confirms receipt of the complaint and indicates the time limit within which the reply will be provided.
2.8. The Company will make the maximum effort to provide the response to the Client within the shortest possible time, but not later than 15 (fifteen) Business days, unless the Company cannot provide the answer within 15 (fifteen) days due to reasons beyond its control. In this case the Company cannot provide a definite response, the Company will indicate the reason for the delay and the deadline for submitting the answer. Either way, the deadline for providing the final answer shall not be longer than 35 (thirty-five) business days.
2.9. Client complaints with all the related materials and a response provided to the Client shall be stored not less than 3 years as of provision of the last response to the Client.
2.10. The complaints submitted by the Client are solved free of charge.
III. FINAL PROVISIONS
3.1. If Client does not receive Company’s final response on time or is unhappy with Company’s final response, Client is entitled to refer his complaint/ a request to the out-of-court disputes settlement institution – the Bank of Lithuania – in accordance with the procedure set out by the Law of the Republic of Lithuania on the Bank of Lithuania and the Law of the Republic of Lithuania on Consumer Protection (address: Žirmūnų g. 151, LT-09128 Vilnius, e-mail: [email protected], internet website: www.lb.lt).
3.2. If the dispute is not settled amicably or through other means of out-of-court settlement of disputes, the dispute shall be resolved in court according as provided by the procedure established by the laws of the Republic of Lithuania.
3.3. Confidentiality is treated seriously in complaints handling. We always bear in mind legal requirements, for example, data protection legislation, as well as internal policies on confidentiality when handling the customers’ information.