Handling of Complaints

If you are of the opinion that your rights and/or interests related to the services and/or products provided by Paydoo Payments, UAB (the Paydoo Payments) have been violated or your application regarding Paydoo Payments’ services and/or products has been rejected unreasonably, then you can submit the complaint to Paydoo Payments. You can submit the complaint within 1 (one) month from the date when the you became or should have become aware about the possible violation of your rights and/or interests protected by the law, unless a different period is expressly defined under agreement between you and Paydoo Payments or under applicable normative regulations.

For avoidance of doubts, Paydoo Payments is not providing services and/or products to consumers or cardholders. If you are a consumer or your complaint is related to violation of your cardholder’s rights, then you are encouraged to submit your complaint to the appropriate addressee – to the merchant of the relevant products or services, to the relevant local consumer rights’ protection agency or to the credit organization that issued your payment card.

Complaint must be made in writing in English language and must include the following information:

  • Your data: name of the company, registration number, registered office address, phone number and e-mail address (the same email address that used to register for Paydoo Payments services must be indicated);
  • date of complaint;
  • Your rights and/or interests that were violated and the circumstances in relation thereto and all copies of evidencing documents; and
  • Request – what you demand from Paydoo Payments in relation with violation of your rights or interests.

Complaint can be submitted directly or via the representative. If the complaint is submitted via the representative, then the following additional documents must be enclosed with the complaint: a copy of an ID/ passport of the representative and a power of attorney evidencing the right to represent you or any other document evidencing authorization to act on your behalf.

Complaint must be submitted via e-mail at the complaints@paydoo.com

If the complaint does not comply with the requirements or is submitted in other than English language or is incomprehensible or unreadable, or your identity or identity of your representative is not clear, then such complaint will not be investigated.

In case the submitted complaint lacks information required for the investigation, the you may be asked to eliminate the shortcomings of the complaint by specifying the essence of the complaint or by providing additional documents and/or data required for the proper investigation of the complaint. You will be provided with the reasonable time limit, not shorter than 7 (seven) calendar days, to eliminate the shortcomings of the complaint. In the event the request for additional data and/or documents was fulfilled properly, the complaint will be considered to be submitted on the date the shortcomings were eliminated.  

If the complaint does not comply with the requirements and the shortcomings have not been eliminated within the period indicated by Paydoo Payments, then the complaint will not be investigated, and it will be returned to the you. Such circumstances do not prevent the you from contacting Paydoo Payments regarding the complaint repeatedly after the identified shortcomings of the complaint are eliminated provided the term for provisions of the complaint has not elapsed.  

The complaint will be handled, and the response will be submitted as soon as possible, but no later than within 15 (fifteen) business days following the day of the receipt of the complaint. If Paydoo Payments will not be able to submit the response within the specified term, the interim response will be serviced communicating the reasons of the delay and the term for submission of final response. In all cases, the final response to the complaint will be issued by Paydoo Payments within 35 (thirty-five) business days of receiving of the properly submitted complaint.

Complaints regarding activities that are not supervised by the Lithuanian financial supervisory authority Bank of Lithuania will be investigated on the same procedure, but the reference to your rights to provide a complaint to the Lithuanian financial supervisory authority Bank of Lithuania is not applicable.

You may also submit the complaint to Lithuanian financial supervisory authority Bank of Lithuania (that supervises Paydoo Payments activities), at your discretion either in writing : Totorių str. 4, LT-01121, Vilnius, Lithuania or Žirmūnų str. 151, LT-09128, Vilnius, Lithuania) or by email: info@lb.lt or pt@lb.lt. The complaint may be submitted either in English or Lithuanian language. Further information regarding submission of the complaint to the Bank of Lithuania is available here.  

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