Enquiry

The Bank of Lithuania is conducting a survey to evaluate the experience of consumers who apply for the settlement of a dispute. Survey results will only be used at the Bank of Lithuania for the purpose of improving the dispute settlement process and the quality of services provided to you.

Fields marked with an asterisk (*) are mandatory.

1. Is the information on the Bank of Lithuania’s website on consumer disputes sufficiently detailed and clear? *

Yes

Could be more clear / more detailed

Don’t know, I have not visited the website

Please give examples supporting your opinion, if any

2. How did you apply to the Bank of Lithuania to settle the dispute? *

I sent my application by mail

I submitted my application upon arrival to the Bank of Lithuania

I sent my application by email

I submitted my application via the E-Government Gateway

Please give examples supporting your opinion, if any

3. Was it easy and convenient to apply to the Bank of Lithuania to settle the dispute (both in writing and electronically)? *

Yes

Quite easy

Quite difficult

Please specify

4. Were you satisfied with the time limits for dealing with the dispute (responding to your application)? *

Yes

Please specify

5. In your opinion, was the content of the Bank of Lithuania’s decision on the dispute (final reply) reasoned and sufficiently clear? *

Yes

Quite clear

Quite complex

Please specify

6. What is the most important thing for you in the dispute settlement procedure? * * You can select multiple answers

Speed of dispute resolution

Clarity of the procedures (including the decision), comprehensibility

The dispute was dealt with exactly according to the procedure of which you were informed

The outcome of the dispute

Communication (including communication with the person responsible for the matter, availability of information on the dispute settlement procedure, form and manner of submission/sending of replies/decisions)

7. Were your concerns resolved in a sufficiently qualified manner and do you have confidence in the Bank of Lithuania’s dispute settlement process? *

Yes

Please specify

8. If you have answered ‘no’ to the previous question, please specify the reasons for such choice: *

The outcome of the dispute is not satisfactory

The decision is not legally based and/or not reasoned

Lack of clear information about the progress of the dispute settlement

Other (please specify):

Survey on the dispute settlement process and the quality of services