Complaints Policy

WALLETTO’s main goal is to support our clients 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:

  • by emailing us at;
  • by sending a complaint to our legal address: Žalgirio str. 92-222, Vilnius, Lithuania, LT-09303.

According to the WALLETTO complaints 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 complaint, 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 unreasonable delay.

In case you are not satisfied with how WALLETTO responds to your complaint, you can escalate the complaint to the Bank of Lithuania.

Further information and eligibility requirements can be found on:

Or by contacting Bank of Lithuania directly;

Telephone: +370 612 69200, +370 668 77101

By email: