Claims | Luminor

We care about your opinions and satisfaction. Your feedback allows us to ensure that we excel at what we do and helps us to improve the quality of our services.

You can always call us on 1608 and we will do our best to resolve your problem immediately. You can let us know your opinion or make a complaint in the following ways:

How to contact us? What questions will we answer?

We will answer all your questions, if you will contact us:

  • On the internet bank
  • At any branch
  • By post (letter should be posted at the address: Konstitucijos pr. 21A, 03601 Vilnius, Lithuania)
We will answer only general type of questions which are not related to the use of the customer’s personal data, if you will contact us:

Some advice for writing a complaint

To have your complaint reviewed in the fastest and most objective way possible, it is very important to specify the following information in your complaint:

  • What has happened? Why do you think the bank failed to provide the service properly?
  • If possible, specify the grounds that form the basis of your complaint (an article in the agreement or law you base your complaint on).
  • Enclose copies of the document(s) you base your complaint on.
  • Say precisely what you require the bank to do.
  • Specify your name, surname or company name, personal code/company code, address, contacts and the way the bank should send the reply to you.

When can you expect a reply?

You will receive an answer to a written inquiry within 15 working days or sooner. 
We examine each feedback in detail and do our best to provide a reply as soon as possible. In more complex cases, it may take some time to examine a complaint and the customer will be notified about it personally.

 

What are the other ways to fix a problem?

If our reply appears inappropriate or for some other reason the customer wishes that the complaint be examined by a third party, he can contact the Bank of Lithuania (address: Totorių g. 4, 01121, Vilnius, Lithuania), which investigates disputes between consumers and financial market participants out of court, or the judicial dispute settlement institutions according to the procedure prescribed by laws.

More information about out of court settlement of disputes between consumers and financial market participants is available on the website of the Bank of Lithuania.