Complaints against a financial service provider

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Complaint or dispute – what is the difference?

Before contacting Lietuvos bankas, consider which procedure is most appropriate for your situation.

You should file a complaint if:

• you believe that the financial service provider has not complied with regulatory requirements;
• you would like Lietuvos bankas to assess a potential breach and take supervisory action, if necessary;
• you are not seeking compensation for any loss or damage suffered.

You should apply for dispute resolution if:

• you disagree with a decision made by a financial service provider and wish to resolve a specific dispute;
• you wish to recover your money, receive an insurance payout or compensation for loss or damage, or pursue another claim relating to a financial service.

For example, if you believe that a bank is failing to comply with the legal requirements, you can submit a complaint. If you want a bank to refund money that has been wrongly debited from your account, you should apply for a dispute resolution.

Important: Lietuvos bankas only handles consumer disputes brought by individuals concerning financial services provided for personal, family or household purposes.

More about handling of disputes 

When can you file a complaint?

You can file a complaint to Lietuvos bankas if:

• you are an individual or a legal entity using the services of a financial service provider supervised by Lietuvos bankas.
• you believe that the financial service provider has infringed on your rights or legitimate interests by failing to comply with the legal requirements.
• you have first contacted the financial service provider in writing but are dissatisfied with its response or have not received a response within the prescribed time limit.

What should be done before filing a complaint to Lietuvos bankas?

1. Contact the financial service provider

Explain the situation in writing, specifying which actions or decisions you disagree with and what you are seeking.

2. Wait for response

As a rule, the financial service provider should reply within 15 working days.

3. If the issue remains unresolved, contact Lietuvos bankas

If you are dissatisfied with the response or have not received one within the prescribed time limit, you can file a complaint to Lietuvos bankas.

How to file a complaint?

You can file your complaint to Lietuvos bankas by any means convenient to you.

Online

• Via the electronic system

You can submit a complaint via the E-Government Gateway portal or the E-Delivery system.

• By completing an online form

Complete an online form.

• By e-mail

Email the signed form and any attachments to tl.bl@ofni. You can download the application form here.

By post or in person at Lietuvos bankas

Send or deliver your complaint to:

Lietuvos bankas
Totorių g. 4, LT-01121 Vilnius.

You can also deposit documents in the Lietuvos bankas correspondence box on working days between 8.00 and 17.00.

You can download the application form here.

Whichever way you choose, the complaint and its attachments must be signed and submitted in the official (Lithuanian) or English language

Information to be provided in the complaint

To enable us to assess your complaint, please provide the following information:

• Your details: your full name or company name, address and contact details.
• If you are represented by another person: the representative’s full name (if an individual) or the legal entity’s name, registration number and registered office address, together with the full name, position and contact details (telephone number and/or email address, etc.) of the person (if a legal entity) representing you.
• Details of the financial service provider: name, registration number and registered office address of the entity or full name and position of the individual whose actions are the subject of your complain.
• Details of any third parties concerned, if known: their full names and residential addresses (if individuals) and/or names, registration numbers and registered office addresses (if legal entities).
• A description of the situation: what happened, when and how, which actions or decisions you disagree with, and why you believe your rights have been infringed. Please also indicate the date on which you became aware of the alleged breaches.
• Your request: what you would like Lietuvos bankas to do.
• Date of the complaint and other relevant information.

Add copies of supporting documents, if available.

Documents to be attached

Your complaint should be accompanied by:

• a copy of your written complaint to the financial service provider;
• a copy of the financial service provider’s response, if received;

If you have not received a response within the prescribed time limit, you can only attach a copy of your written complaint to the financial service provider;

Lietuvos bankas may request additional information or documents if necessary.

Timeframe for receiving a response

Upon receiving your complaint, Lietuvos bankas will assess the information provided and whether the financial service provider may have breached legal requirements.

Complaints are normally responded to within 20 working days. In complex cases, this period may be extended by a further 10 working days.

Does every complaint lead to an inspection by Lietuvos bankas?

No. Lietuvos bankas assesses the information received, but not every complaint leads to a specific inspection of the financial service provider.

Even if no inspection is carried out, the information provided in the complaint may be used for planning and conducting financial market supervision.

If Lietuvos bankas identifies a potential breach of the legal requirements, it will determine whether further supervisory action is necessary.

What happens if you file a complaint, but your case is actually a dispute?

If we determine that your complaint concerns a consumer dispute, it will be handled under the consumer dispute resolution procedure, provided that the relevant requirements are met.

Contact information for enquiries

If you are not sure how to file a complaint or have any general enquiries, please contact Lietuvos bankas.

• E-mail: tl.bl@ofni
• Phone:
  • +370 800 50 500 – free line
  • +370 5 268 0029
  • +370 612 69 200
  • +370 5 251 2763 – for callers from abroad

Consultations by phone are available:

Mondays–Thursdays 8:00–17:00
Fridays 8:00–15:45

Consultations are also available on Tuesdays from 17:00 to 19:00 by prior appointment, which can be arranged by calling the telephone numbers provided above or emailing tl.bl@ofni.

• Consultations at the premises of Lietuvos bankas: Totorių g. 4, Vilnius.

Mondays–Thursdays 8:00–17:00
Fridays 8:00–15:45

Consultations are also available on Tuesdays from 17:00 to 19:00 by prior appointment, which can be arranged by calling +370 800 50 500 or emailing tl.bl@ofni.

Legal information

Lietuvos bankas handles complaints following the Rules for the examination of requests and complaints and the provision of services to persons at Lietuvos bankas and other applicable legislation.

If you disagree with Lietuvos bankas’ response to your complaint, you may appeal against it in accordance with the procedure laid

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