WALLETTO’s main goal is to support our customers and help them with any issues at any stages of using our services. However, there may be situations where, despite our best efforts, you will not be satisfied with our services.
In those cases when you are not satisfied with the services provided by the WALLETTO, you can submit a complaint in the following manner:
- submitting this form ;
- by emailing us at complaints@walletto.eu;
- by sending a complaint to our legal address: Žalgirio str. 92-222, Vilnius, Lithuania, LT-09303.
In order to help you out and thoroughly review your case, we will need you to describe the issue in as much detail as possible. The information required includes:
- Description of the issue with reasoning;
- What product of service it relates to, and what damage or loss it caused, etc;
- Details of the transaction or time of interaction that is the source of the complaint;
- Any suggestions on how you would like us to put things right;
- Preferred means of receiving the answer and contact information.
According to the WALLETTO Complaints Handling Policy, complaints are to be reviewed in 15 business days. In cases when we will need more time to be fully investigate and resolve the com-plaint, WALLETTO shall inform you beforehand.
You shall be informed about the ongoing investigation and the approximate time period until the final response will be provided, which cannot be longer than 35 days starting days from receipt of the complaint.
Please note that WALLETTO has the right to ask you for additional information in support of the claims you make and will be expecting that such information will be submitted without unreason-able delay.
If you are not satisfied with how WALLETTO handled your complaint, you have the right to escalate it to the Bank of Lithuania within one (1) year since you have submitted the complaint to us.
The Bank of Lithuania can be contacted at:
- Mailing Address: Totorių g. 4, LT-01121 Vilnius, the Republic of Lithuania;
- Phone: +370 800 50 500 or +370 5 251 2763 (when calling from outside Lithuania);
- Email: prieziura@lb.lt;
- More information on how to apply for dispute settlement procedure can be found on the Bank of Lithuania’s website.
The out-of-court dispute resolution authority for consumer disputes not related to the Bank of Lithuania competences is the State Consumer Rights Protection Authority.
The State Consumer Rights Protection Authority can be contacted at:
- Address: A. Goštauto str. 12, LT-01108, Vilnius, the Republic of Lithuania;
- Phone: +370 5 262 6760;
- For further information in this regard, we recommend you visit this website.