General
UAB ConnectPay (henceforth “ConnectPay” or “the Institution”), as a licensed Electronic Money Institution, complies with all the rules and regulations for Customer complaint handling. At ConnectPay, we strive to handle all complaints in a fair, objective, impartial, and consistent manner. In accordance with our General Terms and Conditions, customers may submit complaints to us completely free of charge, and we will handle and process these complaints at no cost.
*Customer – an individual who has an account with the Institution (personal account or is an authorized representative of a business account).
Step 1: Submit Your Complaint to ConnectPay
Customers who believe that, due to inadequate activities of the Institution or its employees, their rights or legitimate interests have been violated, have the right to apply to the Institution by submitting a written complaint in the following ways:
1. By post: Send a written complaint to Algirdo str. 38, 03218 Vilnius, Republic of Lithuania.
2. By email: Send an email to [email protected].
Customers can also follow up on their complaints by calling ConnectPay’s Customer Support line: +370 666 44600 or +356 279 22875 (Customer Support is available 24/7).
The complaint may be submitted by an Authorized Representative of the Customer. In this case, the Authorized Representative must have documentation confirming his or her authorization (e.g. certified Power of Attorney). A document authorizing another person to act on behalf of the Customer must be attached to the complaint.
When submitting a complaint, the Customer must specify:
• Name, surname and (in the case of business accounts) company name.
• Customer’s address.
• The date of submission of the complaint.
• The essence of the complaint, e.g. what kind of person’s rights or legitimate interests have been violated.
• Customer’s requirements to ConnectPay.
• Other available documents related to the complaint if necessary.
• Specify the contact details of the applicant: telephone number and / or e-mail.
ConnectPay Complaints Procedure
Note: If any of the information mentioned above is missing from a complaint, ConnectPay has the right to request additional information from the Customer. If sending by post, the complaint submitted by the Customer must be written in a clear and legible manner, signed by the Customer or his Authorized Representative.
Language and Response Times
The complaint submitted by the Customer must be in Lithuanian or English language. The Customer’s complaints provided verbally are answered during the conversation and the Customer will be informed that a written response is provided only to written complaints.
| Category | Policy & Timeline Details |
| Submission Limits | Consumers (Natural Persons): Must submit within 3 months from the date of becoming aware of the potential violation, specifically for the purpose of preserving the right to apply to the Bank of Lithuania for out-of-court dispute resolution. The expiration of this three-month period does not limit the Consumer’s right to submit a complaint at a later date or to protect their rights through other legal means. Corporate Clients (Legal Entities): No specific regulatory time limit applies for initial submission. |
| Response Windows | Initial Response: Within 15 business days. Extension / Final Response: If delayed due to complexity, ConnectPay will provide a written explanation. The final response cannot exceed 35 business days from receipt. |
Step 2: External Dispute Resolution
If ConnectPay and the Customer do not reach a mutual agreement, or if you are not satisfied with our final response, you have the right to escalate your complaint to the following external authorities based on the nature of your issue:
- Bank of Lithuania — Consumer Dispute Settlement
Scope: For natural persons / consumers only. The Bank of Lithuania impartially investigates disputes free of charge arising from financial services. Applications must be submitted within 1 year from submitting the initial complaint to ConnectPay.
Nature of Decision: Recommendatory (non-binding).
How to Submit:
• Through the “E-Government Gateway” electronic dispute settlement facility.
• Via the official application form: Bank of Lithuania Complaints Portal
• Via a free-form application submitted directly to the Bank of Lithuania.
Contact Details:
• Gedimino Ave. 6, LT-01103 Vilnius, Lithuania
• Totorių str. 4, LT-01121 Vilnius, Lithuania (for correspondence)
• Toll-free information line: +370 800 50 500 - Bank of Lithuania — Supervisory Complaint
Scope: For both consumers and corporate clients. Use this if you believe ConnectPay has violated financial market regulations supervised by the Bank of Lithuania.
Contact Details:
• Address: Totorių g. 4, LT-01121 Vilnius; Email: [email protected]
• Address: Žalgirio g. 90, LT-09303 Vilnius; Email: [email protected] - State Data Protection Inspectorate (SDPI) — Personal Data
Scope: For complaints related to the processing of personal data, GDPR rights, or privacy breaches.
Contact Details:
• Email: [email protected]
• Address: L. Sapiegos str. 17, LT-10312 Vilnius, Lithuania - Competent Courts
Scope: All customers (natural persons and corporate/legal entities) have the right to bring a claim before a competent court of the Republic of Lithuania to resolve any dispute, or cases falling outside the Bank of Lithuania’s jurisdiction. You have the right to bring a civil claim before a competent court of the Republic of Lithuania.
Venue & Jurisdiction: As per our General Terms and Conditions, legal disputes shall be adjudicated by the courts of Vilnius.
Nature of Decision: Court decisions are legally binding and enforceable. (For legal entities, general statutory limitation periods apply).