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Lithuania complaints handling

Definition of a complaint

A complainant’s written appeal submitted to a financial market participant stating a violation of the rights or legitimate interests of a person related to the services provided by the financial market participant or contracts made and requesting to satisfy the complainant’s claims [complaint]”.

A complaint must be submitted in writing to be considered a “complaint”.


Definition of a complainant

A person who has filed a complaint concerning the services provided by a financial market participant and/or contracts made with a financial market participant, i.e., a current or potential policyholder, insured person, beneficiary, aggrieved party, client of another financial market participant, potential client or his representative.



A prompt acknowledgement of the complaint, in writing, within 5 (five) business days of the complaint being made.

A final response to be provided within 15 (fifteen) business days of receipt of the complaint.

In exceptional cases, when it is impossible to provide a reply within 15 (fifteen) business days for reasons beyond the control of the insurance undertaking, a final decision will be provided to you within 35 (thirty-five) business days of the complaint being received.


External Dispute Resolution

Bank of Lithuania (BoL)

Žalgirio g. 90 LT-09303 Vilnius



Tel: +370 5 268 0029, +370 5 2680 804

Fax: +370 5 268 0038