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How can you provide feedback or file a complaint?

*When contacting us by phone, charges set by your operator will apply. For further information, please contact your operator.

Some advice on providing feedback or filing a complaint

To have your complaint reviewed in the fastest way possible, it is important that you provide all of the relevant facts. We recommend that you use the complaints and feedback form, which covers all of the necessary details.

If you use other channels please include:

  • your full name and surname. If you represent a company, then also the company’s name;
  • your ID number or date of birth. If you represent a company, then the company’s code;
  • your contact details;
  • your feedback or a description of your concern; and
  • your preferred method of contact in order to receive a reply. (Please be aware that only general information can be sent by e-mail.)

When you can expect a reply?

We will carefully examine your complaint and provide a reply as soon as possible, but no later than within 15 calendar days.

If we need more information from you or more time, we will let you know.

Complaints related to insurance products or insurance distribution services we will forward to respective insurance company during 1 working day. We will inform you about that.

Your feedback may be responded to within a period of up to 20 calendar days. Handling of insurance complaints and other kind of complaints is free of charge.

What should you do if the proposed solution does not meet your expectations?

We will do our best to find the most suitable way of resolving your complaint.

If you do not agree with the answer you received, you have additional important information that has not been provided or has not been evaluated, we suggest that you contact us again. Alternatively, you can apply to the Legal and Licensing Department of the Bank of Lithuania, Totorių st. 4, 01121 Vilnius, e-mail prieziura@lb.lt (more: lb.lt/en/dbc-settle-a-dispute-with-a-financial-service-provider), which deals with out-of-court disputes between financial market participants and consumers arising from the provision of financial services.