You may issue a complaint if you are an existing or potential client of Simplex and your rights and/or interests were violated. Please kindly note that the filing of complaints and the complaints handling process at Simplex are free of charge. You can file a complaint no later than within 3 months of learning about a violation of your rights.
Please be informed that official complaints may only be placed in relation to Simplex Banking services. Therefore, inquiries about card processing services are excluded.
A complaint may be filed through either of the following channels:
- Email (support@simplex.com)
- Online form (accessible on the webpage of the Company at https://support.simplex.com/hc/en-gb/requests/new)
Your official complaint should include the email address that you use in association with your Simplex Banking account. In addition, it should consist of dispute matters and a clear outline of Simplex’s improper actions, as well as actions you would like us to take with regard to your complaint. Please be informed that complaints can be only accepted in English.
A complaint can also be submitted by a representative. In such a case, the representative’s power of attorney or other document stating his/her right to act on your behalf shall be submitted together with the complaint.
Anonymous complaints will not be accepted unless the issue raised in such a complaint is important to Simplex’s activities or Simplex’s good repute or otherwise requires attention from the Company.
N.B. The subject line in your email or online form should indicate "Complaint".
In each case, our team will send you a confirmation of the receipt of the complaint via email. It will be sent within 7 business days.
In each case, we will investigate your complaint and provide a response as soon as possible, but no later than 30 days after the receipt of your complaint.
If you are not satisfied with the final response from Simplex, or Simplex failed to respond within 30 days from receiving the claim, you have a right to apply to the Bank of Lithuania within 1 year in three different ways:
- Through the electronic dispute settlement facility, E-Government Gateway
- By completing an application form and sending it to the Supervision Service of the Bank of Lithuania at Žalgirio g. 90, LT-09303 Vilnius, email: pt@lb.lt
- By filling out a free-form application and sending it to the Supervision Service of the Bank of Lithuania, Žalgirio g. 90, LT-09303 Vilnius, email: pt@lb.lt
Whatever the way you choose to submit your application to the Bank of Lithuania, it and its annexes must be either in the official language of the country, i.e. Lithuanian, or English language. However, it is important to note that the dispute settlement process will be conducted by the Bank of Lithuania in the official language of the country, i.e. Lithuanian.
Contacting Simplex first is a precondition for applying to the Bank of Lithuania. The decision of the Bank of Lithuania is not mandatory for Simplex or you, and even after the dispute is solved by the Bank of Lithuania, you shall have a right to apply to the court. You can find more information on their website: https://www.lb.lt/en/dbc-settle-a-dispute-with-a-financial-service-provider#ex-1-3
Also, in case you are generally unsatisfied with Simplex or its services, where there is no claim or disagreement between Simplex and yourself, you may still approach the Bank of Lithuania at any time by submitting a complaint to Totorių g. 4, LT-01121 Vilnius, email: info@lb.lt, or to the Supervision Service of the Bank of Lithuania, Žalgirio g. 90, LT-09303 Vilnius, email: pt@lb.lt
The Policy is prepared in line with the regulatory obligations and recommendations established in:
- The Civil Code of the Republic of Lithuania
- The Law on Companies of the Republic of Lithuania
- The Rules on Examination of Complaints Received by the Financial Market Participants, approved by the Resolution of the Bank of Lithuania
- The Internal procedures of the Company
Simplex acknowledges its duty to resolve all complaints received from its clients in a timely, clear, transparent, and constructive manner, ensuring a fair and effective complaints handling process.
You can find more information here as well: https://www.simplex.com/terms-of-use