Complain handling procedure

Queries and Customer Support

If you have any queries regarding our services, we kindly invite you to contact us by email at: info@railor.eu

When handling your query, we may ask you to provide additional information or documentation in order to properly assess and respond to your request.

Filing a Formal Complaint

If you wish to submit a formal complaint regarding our services, you may do so by email at: info@railor.eu

When submitting your complaint, we kindly ask you to provide the following information:

your full name / legal name of your company
your residential / business address and email address
the subject matter and circumstances of your complaint
your request or expected resolution
any relevant documents or information supporting your complaint.

We encourage you to submit your complaint as soon as possible after becoming aware of the issue. Delays in submitting complaints may limit our ability to investigate the circumstances effectively. Please note that, for the purposes of the out-of-court consumer dispute resolution procedure administered by the Bank of Lithuania, consumers should generally submit their complaint to the financial service provider within 3 months from becoming aware of the alleged infringement of their rights.

Upon receipt of your complaint, we will examine it carefully and provide you with a detailed and reasoned written response by email or another durable medium within 15 business days.

In exceptional circumstances, where a response cannot be provided within 15 business days due to reasons beyond our control, we will inform you accordingly, explain the reasons for the delay and indicate the date by which you will receive our final response. In any event, the final response will be provided no later than within 35 business days of receipt of the complaint.

Complaints are handled free of charge.

Escalating Your Complaint to the Bank of Lithuania

If you are dissatisfied with our response to your complaint and you are a consumer (i.e., you use our services solely for personal use and not business or professional activities), you have the right to refer the dispute free of charge to the Bank of Lithuania for an out-of-court resolution of consumer disputes.

Please note that in order to implement this right of yours, you must first contact us and give us an opportunity to resolve your complaint before applying to the Bank of Lithuania.

Your application to the Bank of Lithuania must be submitted within 1 year from the date you contacted us regarding the complaint.

The decisions adopted by the Bank of Lithuania are of a recommendatory (non-binding) nature. Both you and we retain the right to refer the dispute to a competent court.

For more information regarding the dispute resolution procedure of the Bank of Lithuania, please refer to the leaflet produced by the Bank of Lithuania: in Lithuanian and in English.

Contact details of the Bank of Lithuania:

address Totorių st. 4, LT-01121 Vilnius, Republic of Lithuania;
toll-free information line +370 800 50 500 or +370 5 251 2763 (when calling from abroad).

Alternatively, irrespective of whether you are a consumer or a business customer, you may also contact the Bank of Lithuania regarding concerns related to financial market participants and initiate complaint resolution procedure. However, please note that the out-of-court consumer dispute resolution (as explained above) procedure applies only to consumers.

For your convenience, the difference between Out-of-Court Consumer Dispute Resolution and Complaint Resolution procedures is explained by the Bank of Lithuania here: in Lithuanian and in English

State Consumer Rights Protection Authority

Should your complaint fall outside the competence of the Bank of Lithuania, you may also have the right to contact the State Consumer Rights Protection Authority.

For more information, please visit the website of the State Consumer Rights Protection Authority.

Complaints Related to Personal Data Processing

If you believe that your personal data has been processed in violation of applicable data protection laws, you may lodge a complaint with the State Data Protection Inspectorate of the Republic of Lithuania.

For more information, please visit the website of the State Data Protection Inspectorate.