Handling of Client Claims (Complaints)

Paysera strives to ensure the highest quality of service. If you believe that we have violated your rights or legitimate interests when providing services, you have the right to file a claim (complaint).

How to file a claim (complaint)?

By email

Send the claim from the personal email address indicated in your account to: [email protected].

Online

Fill in the request form in the Contact us section of our website.

In person

Fill in the claim at the Client Service Centre at Pilaitės pr. 16, Vilnius.

By post

Send the signed claim to: Pilaitės pr. 16, Vilnius.

A complaint may be filed no later than 3 months from the moment you became aware of the violation of your rights or legitimate interests.

What must be included in the complaint?

So that we can handle your request smoothly, please include the following in the claim:

First name and surname or company name and address.

Contact details: telephone number or email address.

Date of submission of the claim.

The essence of the claim: which rights or interests have been violated.

Specific requirements to the company.

Any supporting documents you have.

If the complaint is filed by an authorised representative, you must provide documents confirming their authority – such as a Notarized Power of Attorney.

Complaint handling process and timeframes

Receipt and registration of the complaint

No later than 1 business day after receiving the complaint, we will inform you that the complaint has been received and registered.

Providing the response

To users, we will provide the response within 15 business days. In exceptional cases, this deadline may be extended to 35 business days, in which case we will inform you accordingly.
To non-users: we will provide the response within 30 calendar days.

Decision

If you disagree with our decision or have received a negative response, you have the right to apply to the Bank of Lithuania within one year from the date of submission of the complaint. You can do this by logging in to the E-Government Gateway, by email to [email protected] or [email protected], or by visiting the Bank of Lithuania office at Totorių g. 4, LT-01121 Vilnius.