COMPLAINT POLICY

IF YOU ARE UNSATISFIED WITH OUR SERVICES

In such an event, you are of the opinion that your rights and/or interests related to the services provided by us have been violated, you can submit the complaint to us. You must submit the complaint within 3 (three) months from the date when you became or should have become aware about the violation of your rights and/or interests protected by the law.

Your complaint must be made in writing in Lithuanian, English or Russian languages and must comprise the following information:

● Your data: name, last name or name of the legal entity, registration number (for legal entities only), residence address/registered address, phone number and e-mail address (you must indicate the same email address you registered with us for the purpose of opening of your account);

● date of complaint;

● your rights and/or interests that were violated and the circumstances in relation thereto; and

● your request

You can submit the complaint directly or via your representative. If the complaint is submitted via the representative, the identity and authorization evidencing documents must follow a copy of an ID/ passport of the authorized person and power of attorney evidencing the right to represent you or any other document evidencing authorization to act on your behalf.

Complaint must be submitted via e-mail at the complaint@cleverlee.io

Complaints that do not comply with the requirements, are submitted in Lithuanian, English or Russian languages, are disorder and unreadable, the identity of the applicant is not clear and will not be investigated by us.

In case the submitted complaint lacks information required for the investigation, we may ask you to eliminate the shortcomings of the complaint by specifying the essence of the complaint or by providing additional documents and/or data required for the proper investigation of your complaint. We will set a reasonable time limit, not shorter than 7 (seven) calendar days, to eliminate the shortcomings of the complaint. You must comply with the deadline set by us. In the event you fulfilled our request for additional data and/or documents, the complaint will be considered to be submitted on the date the shortcomings were eliminated.

If the complaint does not comply with the requirements and the shortcomings have not been eliminated, Cryptopayments will not investigate the complaint and will return it to you. Such circumstances do not prevent you from contacting us regarding the complaint repeatedly after the identified shortcomings of the complaint are eliminated.

We will handle your complaint and submit the response as soon as possible, but no later than within 15 (fifteen) business days following the day of the receipt of the complaint. In the event beyond our control, we will not be able to submit the response within the specified term, we will submit the interim response to you communicating the reasons of the delay and the term for submission of final response. In all cases, the final response to you will not exceed 35 (thirty-five) business days.

Out of court dispute resolution authority for complaints related to financial services

If you are unhappy with how we have dealt with your complaint, you can refer it to the Bank of Lithuania within 1 (one) year of the date you sent us your complaint. In this case the Bank of Lithuania would act as an out of court dispute resolution authority dealing with disputes between consumers and financial service providers. Their address is: Žalgirio str. 90, 09303 Vilnius, the Republic of Lithuania. You can find more information on their website. Should you wish to have a possibility to apply to the Bank of Lithuania as to the out of court dispute resolution authority, then you shall make your complaint to us within 3 (three) months from the day that you found out or should have found out about the alleged violation of your rights or legitimate interests arising from agreement with us. You can also file a complaint to the respective out-of-court dispute resolution authorities that handle consumers’ complaints in your country in relation to the financial services provided by us. The list of such authorities can be found here. 

Examination of the complaint at the Bank of Lithuania is free of charge.  The out of court dispute resolution authority for consumer disputes not related to Bank of Lithuania competences is the State Consumer Rights Protection Authority.  Their address is: Vilniaus str. 25, 01402, Vilnius, the Republic of Lithuania. You can find more information on their website. You can also rely on the mandatory consumer protection rules of the EEA country where you live. 

Out of court dispute resolution authority for complaints related to processing of personal data  You have the right to make a complaint to the State Data Protection Inspectorate (SDPI), the Lithuanian supervisory authority for data protection issues.  Their address is: L. Sapiegos str. 17, 10312, Vilnius, the Republic of Lithuania; e-mail: ada@ada.lt.  You can find more information on their website.