How we process suggestions and complaints

Any current or potential customer may submit a suggestion or complaint regarding their experience with Citadele via the most convenient means of communication:

In your letter, include:

• Your name and surname. If you represent a business, include the name of the business.
• Personal code or date of birth. If you represent a business, include the business registration number.
• Contact information.
• A description of the suggestion or complaint.
• Preferred method of contact for a reply (please bear in mind that we can only send general information by email).

Please note that if you contact us by email, we will only be able to provide you with general information. We will only be able to provide adequate assistance and answers to your questions if the complaint is received through an identified channel (by filling in an enquiry form in the online bank, through the chat window of the mobile app, in person at a branch or by phone).

Customers complaints regarding the actions of the bank shall be examined by the bank (including written reply to the customer) not later than within 15 business days after the date of receipt thereof. In exceptional cases, where the reply cannot be given within 15 business days due to reasons beyond any control of the bank, the bank shall deliver a non-final reply and specify the reasons of the delay to give the reply as well as the date of delivering the final reply to the customer. The period during which the final reply is to be given shall not exceed 35 business days.

Complaints about insurance services issued by Citadele as an intermediary will be forwarded electronically to the insurer within 5 business days.

If we require additional information to evaluate your message, or if we require more time, we will contact you.

We investigate complaints at no cost

We strive for objectivity and fairness when investigating each complaint, but if you are not satisfied with the answer you receive, you have the right to contact the Bank of Lithuania (via the Bank of Lithuania's electronic system for consumer disputes - www.lb.lt/gincu-sistema, or by using the link to this electronic system - www.lb.lt/lt/spreskite-ginca-su-finansiniu-paslaugu-teikeju).

 Your personal data will be processed in accordance with the Protection and processing of Personal data.

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