Complaint Handling Policy

Applicable since 29th September, 2026

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. Submitting Your Complaint to UAB Seven Seas Europe

You can contact UAB Seven Seas Europe at any time by emailing [email protected]. Our friendly Customer Support team is available to assist you with any questions, concerns, or issues you may encounter while using our services and will make every effort to resolve your request promptly and effectively.

In our experience, contacting our Customer Support team is the fastest and most effective way to resolve an issue. We are committed to providing timely assistance and working with you to address your concerns.

If you remain dissatisfied after contacting our Customer Support team, or if you believe that your concern has not been adequately resolved, you may submit a formal complaint to UAB Seven Seas Europe.

Any client who considers that the actions or inaction of the Institution or its employees have infringed upon their rights or legitimate interests may submit a written complaint to the Institution. The complaint should describe the circumstances giving rise to the complaint and, where applicable, indicate the remedy or outcome sought by the client.

1.1. Definitions

Company – UAB Seven Seas Europe (company code 304632897, registered office A. Goštauto str. 40-1, 03163 Vilnius Republic of Lithuania).

Client – a natural person who has registered in the Company’s System and created an Electronic Money Account.

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.

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.

Complaints register – a journal where all complaints of Clients are registered.

Response – a written reply to a Client's questions and/or demands.

1.2. Methods of complaints

  • By Post: Send a written complaint to A. Goštauto str. 40-1, 03163 Vilnius Republic of Lithuania.
  • By E-mail: Send an email to [email protected].

A complaint may also be submitted by the Client their self or Client's authorized representative. In such cases, the representative must provide valid documentation confirming their authority to act on the Clients's behalf (e.g. a certified power of attorney). The relevant authorization document must be included with the complaint.

1.3. The complaint must contain

  • Name, surname and (in the case of business accounts) company name.
  • Client’s address.
  • The date of submission of the complaint.
  • The essence of the complaint, e.g. what kind of person’s rights or legitimate interests have been violated.
  • Client’s requirements to the Company.
  • Other available documents related to the complaint if necessary.
  • Specify the contact details of the applicant: telephone number and / or e-mail.

If any of the information mentioned above is missing from a complaint, UAB Seven Seas Europe has the right to request additional information from the Client. The Company may refuse to investigate a Complaint if it was filed not according to the Complaints Handling Process published on the Company's website. The Client will be informed about such refusal within 5 (five) business days after the Complaint was received by the Company.

Note: Please note that the Company does not accept Anonymous complaints.

1.4. Language

The complaint submitted by the Client must be in Lithuanian or English language.

1.5. Timeframes

Initial Reply: The Institution will provide an initial response within 15 business days of receiving the complaint.

Extended Review / Final Decision: If additional time is required due to the complexity of the matter, the Institution will notify the Client in writing, explaining the reasons for the delay. In all cases, the final response will be issued no later than 35 business days from the date the complaint was received.

Note: You should submit it no later than within 3 months from learning about a violation of your rights.

2. Escalation of Complaints and External Dispute Resolution

2.1. Escalation to Bank of Lithuania

If you are not satisfied with UAB Seven Seas Europe’s response, or if you do not receive a response within 15 business days, you may apply to the Bank of Lithuania in the following ways:

  1. For examination of a complaint, where you believe that UAB Seven Seas Europe may have violated the legislation regulating the financial market. The examination of a complaint is part of the Bank of Lithuania’s financial market supervision function; or
  2. For the out-of-court settlement of a dispute, where you believe that UAB Seven Seas Europe took an unreasonable decision as a result of your complaint handling process.

For the out-of-court settlement of a dispute, an application must generally be submitted to the Bank of Lithuania within one year from the date on which you submitted your claim to UAB Seven Seas Europe.

If you are not sure if to choose complaint or dispute procedure, kindly refer to: Bank of Lithuania – Complaints Against a Financial Service Provider.

Your complaint to the Bank of Lithuania can be submitted in the following ways:

Regardless of how you submit your application, the application and any accompanying documents must be provided in either Lithuanian, the official language of Lithuania, or English.

Your dispute to the Bank of Lithuania can be submitted in the following ways:

More information is available on the website of the Bank of Lithuania: https://www.lb.lt/en/dbc-settle-a-dispute-with-a-financial-service-provider.

Please note that the dispute resolution proceedings will be conducted in Lithuanian.

Applications submitted electronically to the Bank of Lithuania must be signed with a qualified electronic signature or submitted through the Bank of Lithuania’s electronic consumer dispute resolution system.

Note: Consumers may also refer to their complaint to the competent out-of-court dispute resolution body in their country of residence, where applicable. Information on the relevant authorities is available through the applicable national consumer protection framework.

2.2. Fraud Complaints

UAB Seven Seas Europe treats reports of fraud and unauthorized payment transactions as high-priority matters.

If you believe you have been the victim of fraud or that your account has been used without your authorization, you must notify us without undue delay by emailing [email protected].

The request must contain all the information related to suspected fraudulent transaction such as transaction date, time, amount, account.

Upon receiving your notification, UAB Seven Seas Europe will:

  • Promptly acknowledge receipt of your report;
  • Take appropriate measures to assess and mitigate any potential risks;
  • Investigate the reported transaction(s) or suspected fraudulent activity;
  • Keep you informed of the next steps and the expected timeframe for the investigation;
  • Request only the information necessary to investigate and resolve the matter.

UAB Seven Seas Europe will handle all fraud-related reports in accordance with applicable laws, regulatory requirements, and its internal procedures.

Where required, we will cooperate with other payment service providers, financial institutions, law enforcement agencies, and competent regulatory authorities to investigate and resolve the matter.