You may issue a complaint if you are an existing or potential client of Simplex, an affected third party, a client of other financial market participants or their representative and you think that your rights and/or interests were violated.
The complaints may only be placed in relation to Simplex Banking and Simplex branded card services . Therefore, complaints relating to buying with a debit/credit card are excluded. However, if you are unhappy with the service we provided, we will always do our best to put things right.
A complaint may be filed through either of the following channels:
- Email (email@example.com)
- Online form (accessible on the webpage of the Company at https://support.simplex.com/hc/en-gb/requests/new)
Please send your complaint from the email address that you use in association with your Simplex Banking account, indicating “Complaint” in the subject line of your email or online form. In your complaint, please explain clearly what Simplex has done wrong, as well as actions you would like us to take to make things better. We only accept complaints written in the English and Lithuanian language.
If a complaint is submitted by a Complainant’s representative, the representative’s power of attorney or other document stating his/her right to act on Complainant’s 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.
Once we receive your complaint, we will send you a confirmation of the receipt of the complaint via email.
We will do our best to resolve a complaint and provide you a final response by email by the close of business on the 7th business day after receipt of your complaint.
If we need more time to investigate your complaint, we will provide a final response by email no later than 15 business days from receipt of your complaint.
In exceptional cases, where the complaint cannot be examined within 15 business days from the date of receipt, the final response will be issued no later than 35 calendar days. If this is the case, we will notify you about the deadlines by email and indicate the reasons for such delay.
If you are not satisfied with the final response from Simplex, or Simplex failed to respond within 15 business 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: firstname.lastname@example.org
- 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: email@example.com
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
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 the Financial Market Supervision Service, Žalgirio g. 90, LT-09303, Vilnius, email: firstname.lastname@example.org
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 in a timely, clear, transparent, and constructive manner, ensuring a fair and effective complaints handling process.
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.
You can find more information here as well: https://www.simplex.com/terms-of-use