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Complaints policy

1. Client disclosure

Ebury Partners Lithuania UAB (hereinafter the “Company”) maintains effective and transparent procedures for the reasonable and prompt handling of complaints received from the client services team and keeps records of each complaint as well as the actions that were taken to remedy any situation.

We appreciate things can go wrong some time and as such we ask that you get in touch with us prior to submitting a complaint as some issues may be able to be resolved prior to reaching this level.

If you have a complaint about any aspect of our service, then we would like to hear from you. You can contact us by email at complaints@ebury.com. Our complaints department will be best placed to receive your complaint and work with you to resolve it.
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The complaints management procedures for the handling of complaints received by the Company, as described in this Policy, are established in compliance with the Bank of Lithuania rules on the procedure for out-of-court dispute resolution between consumers and financial market participants, the Bank of Lithuania Rules on the examination of complaints received by the financial market participants and applicable best practises with the aim to establish, implement and maintain effective and transparent procedures for the reasonable and prompt handling and resolution of complaints or grievances received by the Company in respect of its licensed activities.

2. Definitions:

A complaint is a written appeal that has been submitted to the Company from an applicant, stating that their personal rights or legitimate interests have been violated in connection with the Company's provided services or concluded agreements, and requesting that the applicant's demands be met.

Whether justified or not, the written appeal could be regarding the provision of, or the failure to provide, a payment service, or a redress determination, which:

a) Alleges that the complainant has suffered (or may suffer) a financial loss, material distress or material inconvenience; and

b) Relates to an activity of that respondent, or any other respondent with whom that respondent has some connection in providing financial services.

A complaint is any natural person or legal entity who is an active client of the Company and is presumed eligible to launch a complaint and who has already launched a complaint.

You must file a complaint with the Company no later than three (3) months from the day you earned or should have learned of the violation of your rights or legitimate interests.

3. Complaints procedure
3.1. Complaint reception

The Company has established an internal complaints procedure to ensure your complaint is dealt with efficiently and by the correct person. To help us investigate and resolve the problem as quickly as possible, please make sure you give us the following information:

  • Your name, address and client reference number
  • A clear description of your concern or complaint
  • Details of what you would like us to do to put it right
  • Copies of any relevant documents, such as letters
  • A daytime telephone number where we can contact you
3.2. Timeframe

We will try to resolve your complaint immediately and with minimum inconvenience to you. The first step is for us to be really clear on what the problem is and to identify with you what we can do to put it right. The more information you can give us the better.

Sometimes we will not be able to solve the problem for you immediately. If we are unable to resolve your complaint by the following day and if we have not already contacted you to agree with our proposal for resolving it, we will send an acknowledgement of your complaint in writing within 3 business days of receiving the complaint.

We will aim to resolve your complaint and provide you with a final response within fifteen (15) business days ofreceiving your complaint.

If your complaint is particularly complex in nature, we will keep you informed of the progress we are making as we continue our investigations. In any event, we will endeavour to resolve your complaint and provide you with a full response within 35 business days of receiving the complaint. Upon sending the final response, the client shall be given a period of four (4) weeks to respond. If a response is not received within four (4) weeks, then the Company shall not be obliged to take the complaint further unless further correspondence is received from the client indicating that he/she is still dissatisfied.

It is understood that Clients’ right to take legal action remains unaffected by the existence or use of any complaints procedures referred to above.

In addition, Clients have the right to address their complaints to the Bank of Lithuania if they are not satisfied with the Company’s full response to the complaint related to the provision of payment services. You can lodge a complaint directly with the Bank of Lithuania at Totoriu Str. 4, LT-01121 Vilnius, e-mail: info@lb.lt, or to the Supervision Service of the Bank of Lithuania at Zalgirio St. 90, LT-09303 Vilnius, email: frpt@lb.lt in accordance with the procedure established by law.

3.3. Response

In our final response we will include:

  • a summary of your complaint;
  • a summary of the outcome of our investigation;
  • whether we acknowledge there has been any fault on our side and whether the complaint will be upheld;
  • details of any offer to settle the complaint and how long this offer will remain open.

As required by our regulatory oversight, law and various other principles, we will communicate our results in a clear, factual and fair manner ensuring that you understand the outcome of your complaint.

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4. Recordkeeping

EPLT Complaints Policy - V1.0All Complaints dealt with by the Complaints department shall be held for a period of at least three (3) years starting for the date the complaint was launched and/or from the date the Client relationship has come to an end.

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5. Data Protection Authority

If your complaint relates to Data Protection, and we are unable to provide you with a final response within one calendar month of receipt of your complaint, we will write to you with:

  • An explanation as to why we are unable to provide you with a final response and with an indication as to when you will get one.
  • If you are an eligible client, a notification of your right to refer the matter to a Data Supervisory Authority.

Every data subject (that is the person whose data is being processed) has the right to lodge a complaint with the State Data Protection Inspectorate, if the data subject considers that the processing of personal data relating to him or her infringes the GDPR.

For the purpose of our processing the Lead Supervisory Authority is:

Lead Supervisory Authority

The State Data Protection Inspectorate,

L. Sapiegos str. 17,

LT-10312 Vilnius.

Internet website: www.ada.lt

The requirements for the complaint and the submission procedure are stipulated in the Law on Legal Protection of

Personal Data of the Republic of Lithuania.