Complaint management policy

  1. A Group of Montonio Finance companies (Montonio or Company), as the entity supervised by either the Bank of Lithuania or the Estonian Financial Supervisory Authority and providing services in accordance with the licence, issued by the Bank of Lithuania and the legislation applied, is determined to continuously improve the services provided to its customers and to ensure the effective complaints management, which is considered as a very important factor for the quality of services.
  2. Due to regulatory requirements and the purpose indicated above, Montonio has prepared a Complaint Management Policy (the Policy), which sets the rules for implementing a consistent, diligent, efficient and impartial approach throughout the Company for the handling of customer complaints and following up on complaints.
  3. In accordance with this Policy, a complaint is any oral or written expression of dissatisfaction, objection, dispute, or disagreement whether justified or not, made by Montonio’s customer regarding the provision of its payment services, the Company's personnel, conduct or obligations of the Company.
  4. The complaint may be submitted in any of the following ways:
    1. written complaint may be sent by post to: Konstitucijos pr. 7, Vilnius, Lithuania
    2. electronic complaint may be sent by email support@montonio.com or may be submitted by completing the contact form provided on the website (Contact support);
    3. an oral complaint may be submitted by the phone, using any of the phone numbers, indicated on the web page Contact support.
  5. The complaint submitted shall include the following information:
    1. The name, surname and business name of the subject, submitting the complaint (the Applicant);
    2. Applicant’s contacts;
    3. Date of the complaint;
    4. The object of complaint: the specific issue and information on what rights or legitimate interests have been violated;
    5. Requirements for Montonio and remedies that the Applicant wants to be applied;
    6. Documents that are related to the complaint.
  6. If the information provided in the complaint is incomplete or unclear, and any information indicated above is missing, Montonio might request to clarify and supplement the complaint.
  7. All the complaints received by Montonio are registered and managed in accordance with the legislation applied and the Company’s internal and detailed complaints management procedure.
  8. The Applicant shall be notified no later than on the next business day following the day of receipt of the complaint of the receipt and acceptance of the complaint and of the deadlines or refusal to accept the complaint.
  9. The complaints shall be resolved within 5 business days of receiving the complaint. If it is not possible to resolve the complaint within this term due to its complexity or other good reasons, the Applicant shall be notified in writing (using the Applicant’s provided contacts) of the reasons for the extension of the procedure and the additional deadline for replying.
  10. All the notifications related to complaints shall be made by using the same communication channels the Applicant used unless the Applicant specifically requested to be informed through another channel.
  11. Complaints shall be submitted, handled, and responded to in Lithuanian or Estonian, i.e. the official language of the country or English if the complaint was submitted in English.
  12. If the Applicant is not satisfied with the response of Montonio and complaint’s resolution, the Applicant has the right to pursue other legal remedies and submit a complaint to the supervisory authority:
    1. When the complaint is related to payment services–The Bank of Lithuania:
      1. via the electronic dispute resolution tool E-Government Gateway;
      2. completing an application form and sending it to the Bank of Lithuania, Totorių g. 4, LT-01121 Vilnius or Žalgirio g. 90, LT-09303 Vilnius, email prieziura@lb.lt or info@lb.lt;
      3. submitting a free-form application to the Bank of Lithuania, Žalgirio g. 90, LT-09303 Vilnius, email prieziura@lb.lt or info@lb.lt.
    2. When the complaint is related to consumer credits–Estonian Financial Supervisory Authority:
      1. Submitting a complaint by completing the form on the website: Make a complaint.
    3. In other cases–please follow the local regulations to find the relevant local authority.
  13. More information is available on:
    1. The Bank of Lithuania: https://www.lb.lt/en/disputes-between-consumers-and-financial-market-participants or https://www.lb.lt/en/complaints-against-a-financial-service-provider#ex-1-4. 
    2. Estonian Financial Supervisory Authority: https://www.fi.ee/en/consumer/when-should-i-contact-finantsinspektsioon/making-complaint. 

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