Complaints handling policy

Introduction
Customer satisfaction is a priority to Cardinity, therefore every customer using our services and not satisfied with them has the right to lodge a complaint with Cardinity and to have his concerns addressed in a fair and timely manner.

Updated: 16th of July, 2021
Complaints handling policy

What You need to know if You want to lodge a complaint with Cardinity:

  1. A complaint must be submitted in writing (free form).
  2. A complaint must be submitted in Lithuanian or in English language.
  3. A complaint must contain the following information:
    • your name, surname and personal code/ date of birth (if you are a natural person) or legal name and registration number (if you are a legal entity);
    • your address, phone number, email address;
    • date of the complaint;
    • grounds of your complaint (a detailed description of the factual circumstances, description of the rights/ legitimate interests that have been violated, documents substantiating the complaint, etc.);
    • desired solution to the complaint.
  4. You can submit a complaint yourself or through a representative. If the complaint is submitted through a representative a power of attorney should also be provided.
  5. You must submit a complaint no later than within 3 months after the date on which you became aware of the violation of your rights or legitimate interests. 

How to lodge a complaint?

You can submit a complaint:

  • by email [email protected];
  • by registered mail at the address Saulėtekio al. 15-1, 10224, Vilnius, Lithuania;
  • if your complaint concerns a data breach, you can submit a complaint directly to Cardinity’s Data Protection Officer by email [email protected]

Examination of complaint:

  1. Cardinity shall examine your complaint and shall submit a reply within 15 business days from the date of receipt of a complaint. If, for reasons beyond the Cardinity’s control, a reply cannot be provided within 15 business days, Cardinity shall send you a provisional reply stating the reasons for the delay and the deadline for a final reply. In any case, the time limit for the final reply should not exceed 35 business days from the date of receipt of the complaint.
  2. If, in order to comprehensively examine the complaint, additional documents and/ or information is needed, Cardinity shall contact you and will ask you to provide such additional documents and/ or information.
  3. Reply will be submitted to you in writing.
  4. Reply will be provided in the same language as the complaint.
  5. Reply will be sent to the email address specified in the complaint, or if the email address is not provided – to an address indicated in the complaint by post.
  6. A complaint shall be examined free of charge.

 

If the reply from Cardinity does not satisfy you or you do not receive any reply at all, you have the right to apply directly to the District or Regional court of Vilnius City or if you are a consumer (i.e. a natural person who contracts with Cardinity for purposes other than business, trade or professional (for personal, family or household needs)) - you can also submit a complaint to the Bank of Lithuania (a complaint to the Bank of Lithuania should be submitted within one year after receiving an unsatisfactory reply).

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

  • via the electronic dispute settlement facility E-Government Gateway https://www.epaslaugos.lt/portal/login;
  • by completing a Consumer Application Form and sending it to the Financial Market Supervision Service of the Bank of Lithuania, Žalgirio g. 90, LT-09303, Vilnius, email: [email protected];
  • by filing out a free-form application and sending it to the Financial Market Supervision Service, Žalgirio g. 90, LT-09303, Vilnius, email: [email protected].

More information on submitting a complaint to the Bank of Lithuania can be found at:

https://www.lb.lt/en/dbc-settle-a-dispute-with-a-financial-service-provider#ex-1-4
Or by calling the toll-free information line +370 800 50 500.

We assure, that Cardinity will not penalize you in any way for submitting a complaint to Cardinity or to any of the supervising authorities.

Cardinity shall keep your complaint and any data related to it for 5 years, unless legal acts establish longer terms for the storage of such documents/ data.