A complaint is a written application of a person to the Bank of Lithuania regarding the violation of their rights or legitimate interests related to non-compliance with legal acts applicable to a financial market participant. Complaints are investigated in accordance with the Rules on the Examination of Applications, Appeals and Notices of Individuals and on the Provision of Services to them at the Bank of Lithuania.
A dispute is a written application of a person to the Bank of Lithuania regarding non-compliance with the terms and conditions of an agreement between the person and the financial market participant. It is settled under the out-of-court procedure at the Bank of Lithuania in accordance with the Rules for the Out-of-Court Procedure of Settlement of the Disputes between Consumers and Financial Market Participants in the Bank of Lithuania.