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Complaints Handling

Who can file a complaint?

A Payment Service User who believes that the Company has infringed his/her rights or legitimate interests relating to services provided by the Company and/or contracts concluded with the Company.

What steps should be taken?

You must submit a written request to the Company stating the circumstances of the dispute and your claim in maximum detail.

How much time do you have to submit the complaint?

A consumer (a natural person acting for purposes that are outside your trade, business, craft or professional services) should submit a complaint no later than 3 (three) months from the day he/she learned or should have learned about the violation of his/her rights or legitimate interests.

What information must be provided in the complaint?

  • Your name and surname or company name,
  • The date of the complaint;
  • The basis of the complaint in maximum detail (i.e. the description of the issue, the rights or legitimate interests that have been violated, the time of the issue occurrence, etc.);
  • Your contact details (address, phone number, email);
  • Your requirements to the Company;
  • Documents related to/supporting the complaint (if any);
  • signature (optional, but preferred. In case the signature is not provided, the Company reserves a right to request the Payment Service User to provide a signature or other means of identification).

How long will it take for the Company to examine the request and provide a response?

The Company shall examine the written request and, unless a different deadline is established by laws or other legal acts binding upon the Company, no later than within 15 (fifteen) business days from the day of the receipt of the request, shall provide a detailed, reasoned and documented answer in writing or using any other durable medium. Where due to reasons that are out of control of the Company the answer cannot be provided within 15 (fifteen) business days, the Company shall provide a non-exhaustive answer within this time limit and shall state the reasons for the late answer and the time limit within which the Payment Service User will receive the answer and which, in any case, shall not exceed 35 (thirty-five) business days.

What is the procedure for complaint handling?

Complaints shall be handled and disputes shall be settled free of charge in accordance with the procedure set out by the internal rules approved by the Company.

How to submit a complaint?

Please submit the form below or fill in the template provided herein and:

  • deliver it to or sent by registered mail (post) to Ukmergės str. 126, B building, 3rd floor, LT-08100, Vilnius, Lithuania; or
  • email it to help@kevin.eu.

Please note that if any of the required requisites are missing, the Company has the right to request the Payment Service User to complete the complaint form.

A complaint can also be submitted by a representative of the Payment Service User. In such cases a representative’s power of attorney or other document stating their right to act on behalf of the Payment Service User shall be submitted together with the complaint.

If the complaint is related to the Processing of Personal Data, please follow the Procedure for the implementation of rights of the data subject.

What to do if you are not satisfied with the Company’s response or did not receive a response within the period specified above?

You have the right within 1 (one) year from the date of filing a complaint to the Company, to submit a request to the institution of out-of-court settlement of disputes - the Bank of Lithuania - in the manner prescribed by the applicable laws (address: Žalgirio str. 90, LT-09303 Vilnius, e-mail: prieziura@lb.lt, website: www.lb.lt).

Consumers can submit the request to the Bank of Lithuania in one of the following ways:

a) address: Žalgirio str. 90, LT-09303, Vilnius, the Republic of Lithuania;

b) e-mail: prieziura@lb.lt;

  • by drafting a free-form application and mailing it to the Supervisory Service of the Bank of Lithuania:

a) address: Žalgirio str. 90, LT-09303, Vilnius, the Republic of Lithuania;

b) e-mail: prieziura@lb.lt;

More information is available here: https://www.lb.lt/en/dbc-settle-a-dispute-with-a-financial-service-provider.

A complaint with regard to actions or inaction of the Company in the process of implementation of rights of the data subject may be filed with the State Data Protection Inspectorate, L. Sapiegos g. 17, Vilnius, the Republic of Lithuania, or a competent court by the data subject themselves or the representative thereof, as well as by a non-profit institution, organisation or association authorised by the data subject complying with the requirements of Article 80 of the General Data Protection Regulation.

What to do if you believe the Company might be infringing the laws regulating the financial market?

You shall have a right to lodge a complaint with the supervisory authority of the Company – the Bank of Lithuania – concerning an alleged infringement of the laws regulating the financial market by the Company in writing or electronic form. Below please find the main requisites of the Bank of Lithuania:

  • Address: Totorių str. 4, LT-01121 Vilnius, the Republic of Lithuania or fax: +370 5 2680038, e-mail: info@lb.lt.
  • Žalgirio str. 90, LT-09303, Vilnius, the Republic of Lithuania, fax: +3705 2615665, e-mail: prieziura@lb.lt.

More information is available here: https://www.lb.lt/en/report-a-violation.

The consumer shall also have a right to file a complaint to the respective out-of-court dispute resolution authority that handles the consumer’s complaints in the consumer’s country in relation to the Payment Services provided by the Company. The list of such authorities may be found here.

Write a complaint

In case the complaint is submitted using an online form, the Company reserves the right to request the Payment Service User to provide a signature or other means of identification if needed.