Nikulipe always strives to respond and meet the needs of all its clients and provide them with best quality services. Therefore, feedback from you is very important to us so that we can improve the quality of our services.

In order for us to properly and efficiently manage the Complaints and Enquiries handling process, we would like to note the following differences between official complaints and general enquiries:

In case you require general information and/or assistance regarding acquiring or other financial services, any disruptions related to the services as well as execution of payments or other general issues, but these enquiries are not related to the quality of specific products and/or services provided by us and/or other violations of your legitimate interests, it is considered as an enquiry. In the event of any of such queries/issues, you should contact us via online form here.

If you consider that your rights and/or interests protected by law in relation to the provision of financial services were violated, you should contact us with a formal complaint by completing the following steps:

1. Please download the form here.

2. Please fill in all the requested information in the form and have it signed (wet signature/qualified e-signature).

3. Please attach the signed form (and related documentation) below and submit it to us. Submit form.

The complaint may be submitted by any our current, former, or potential client, or by an authorized representative, who has a direct interest in the essence of the complaint/dispute. In case of representative filing the form, please attach the document confirming such legal basis for representation (e.g. certified Power of Attorney).

Complaints shall be filed in English or Lithuanian language, all the requested information in the form shall be provided and the respective documents attached. The complaints handling and dispute resolution process is free of charge.

Upon receipt of your complaint, we will immediately but not later than within 5 business days notify you regarding receipt of the complaint. The complaint will be handled, and a written response provided to you as soon as possible, but not later than within 15 business days from the date of receipt of the complaint.

In the exceptional cases when, due to reasons beyond our control, the complaint cannot be resolved and a response provided within 15 business days to you, we will provide a non-final response indicating reasons of such delay as well as the deadline for providing the final response, which cannot exceed 35 business days from the date of receipt of the complaint.

If you are a consumer who intends to use the out-of-court settlement procedure for disputes between consumers and financial market participants at the Bank of Lithuania, prior to contacting the Bank of Lithuania, you must first contact and submit the complaint to us.

In case our response does not satisfy you as a consumer or if you do not receive the response from us within the set deadline due to our fault, you have the right to approach the Bank of Lithuania with a formal complaint within 3 months via the following means:

• Via the electronic dispute settlement facility „E-Government Gateway“;

• By completing a Consumer Application Form of the Bank of Lithuania and sending it to the Legal and Licensing Department of the Bank of Lithuania, Totorių st. 4, 01121 Vilnius, Lithuania, email: prieziura@lb.lt;

• By submitting a free-form application and sending it to the Legal and Licensing Department of the Bank of Lithuania, Totorių st. 4, 01121 Vilnius, Lithuania, email: prieziura@lb.lt.

More information on the submission of the complaints and/or dispute resolution process can be found on the website of the Bank of Lithuania.

In case you miss the abovementioned deadline for approaching the Bank of Lithuania with a formal complaint, you lose the right to the same dispute.

You as a consumer also have the right to approach the State Consumer Rights Protection Authority with a formal complaint regarding disputes arising outside the competence of the Bank of Lithuania (address Vilniaus st. 25, 01402, Vilnius, Lithuania. website address www.vvtat.lt/en).

If you are a citizen and/or resident of another member state of the European Union, you have the right to file a complaint via the European Commission’s FIN-NET network. For more information, please refer here.

Clients also have the right to approach:

• The State Data Protection Inspectorate with a formal Complaint regarding disputes arising from the protection of personal data and/or privacy issues (address L. Sapiegos st. 17, 10312 Vilnius, Lithuania, website address www.vdai.lrv.lt/en).

• Apply to the court for violating his/her/its rights and defend his/her/its rights in accordance with the law.