Make a formal complaint

Complaints handling rules

If you are our client or a potential client, or other affected person, these Complaints Handling Rules apply to you.

1. How to make a complaint?

We are sorry that you are unhappy with our products or services. Please contact us and we will do our very best to make it right as soon as possible.

You can also file a formal complaint to us, free of charge:

• complaint can be provided in a free form in Lithuanian or English language;
• complaint should be sent to us via Customer Support or by email at legal@vintedpay.lt. Please include “Complaint” in the subject line of the email.

The content of your complaint should specify:

• your full name;
• the name and surname of the individual acting on your behalf (if applicable), the capacity in which said individual is - acting (if applicable);
• your contact details (email address used for Vinted account and your residential address);
• description of: the dispute matter (for example, the actions of the Company, its employees and/or other representatives - complained of), the reasoned, precise and clear claims, information confirming the full facts of damage (if applicable), - payment amount (if your complaint relates to a payment);
• other circumstances related to the complaint.

The complaint should be accompanied by:

• copies of supporting documents (e.g. payment order, account statement, etc.);
• document confirming the representative’s authority to act on your behalf (e.g. power of attorney or other document stating his / her right to act on behalf of you) (when the complaint is submitted by the authorized representative).

Unless you specify otherwise, by providing your email address in your complaint to us, you agree that we may provide information and further communication to you by this email.

2. How will we handle your complaint?

We will register your complaint on its receipt date; or if we receive your complaint during our non-working hours – no later than the next business day.

Upon registration of your complaint, our staff will ensure that it would be assigned to our team member who has the skills, knowledge and experience required.

Please note that anonymous complaints (not disclosing your name, surname, company name), will not be accepted.

If your complaint does not contain enough information or there are any other shortages, we will reach out to you (if possible) and set a reasonable date for elimination of such shortages or provision of additional explanations and/or documents. Your complaint will be considered as submitted properly only when you provide us with a revised complaint or requested documents.

If it is not possible to solve the above obstacles, we may refuse to investigate a complaint and you will be informed in writing about such refusal within 5 (five) business days after the complaint was received by us.

If during the examination of the complaint it turns out that additional explanations and/or documents are required from you for further investigation of the complaint, we may request you to submit the necessary clarifications and/or documentary evidence, indicating the deadline for their submission. If you do not submit required information within the set timeframe, we will respond to the complaint based on the information the Company disposes.

3. When will you get our reply?

Within 5 business days, we will send you the confirmation that your complaint is received, together with the reference number of your complaint. We will keep you informed about the progress of handling your complaint.

We will aim to provide you with our reply as soon as possible, but not later than within 15 business days from the date of receipt of your complaint.

In exceptional cases, when due to the reasons beyond our control the reply cannot be submitted to you within 15 business days (here and below - Monday to Friday, except official holidays in Lithuania), we will send a preliminary reply and will clearly indicate the reasons for delay in replying and the term by which you will receive a final reply. In any case, the maximum term for the submission of a reply will not exceed 35 business days from receipt of the complaint.

Our reply to your complaint will include:

• the resolution of the complaint;
• our written motives (if complaint is not satisfied);
• redress or remedial actions offered to you by us;
• in case we will not satisfy your complaint in full or in part - information about your right to reach out to the court and the Bank of Lithuania or other out-of-court dispute resolution authorities.

We will send you our reply in Lithuanian or English language either via the app or with an email.

4. What if our reply is not satisfactory?

If you use our services for personal, family or household purposes, you will have the right as a consumer to refer your complaint to the Bank of Lithuania, free of charge. The competence of the Bank of Lithuania is to settle disputes between the financial services provider on one side and the consumers on the other side.

Your complaint should be submitted in Lithuanian or English language within 1-year term from the application to us. You should also take into account that if you intend to submit a complaint to the Bank of Lithuania, your complaint to us should have been filed not later than within 3 months of learning about potential violation of your rights.

If you miss the terms mentioned above to address the complaint to the Bank of Lithuania, you will lose the right to apply to the Bank of Lithuania about the same dispute, i.e. having the same subject (claim to us) and on the same grounds (circumstances grounding the complaint), irrespective of the fact that you might have repeatedly addressed us.

The complaint to the Bank of Lithuania may be submitted:

• via electronic dispute settlement facilities (epaslaugos.lt);
• by post to address Totorių st. 4, Vilnius, Lithuania;
• via email prieziura@lb.lt. 

More information on the dispute resolution process at the Bank of Lithuania is available via https://www.lb.lt/en/dbc-settle-a-dispute-with-a-financial-service-provider;

Residents of other EEA Member States have the right to submit claims via FIN-NET network: https://finance.ec.europa.eu/consumer-finance-and-payments/retail-financial-services/financial-dispute-resolution-network-fin-net/make-complaint-about-financial-service-provider-another-eea-country_en.

Please note that even if you are not a consumer and the out-of-court dispute settlement procedure specified above does not apply to you, you have a right to reach out with your claim to the court.

In addition, if you have well-founded suspicions that we have breached certain provisions of legal acts regulating the financial market, you can submit a notification to the Bank of Lithuania in writing or by electronic or other means of communication: address: Totorių St. 90, 01121 Vilnius, Lithuania, e mail: prieziura@lb.lt, phone no. (+370 5) 268 0888. Submission of such notification does not initiate any dispute settlement procedure. For more information: https://www.lb.lt.

Please note that if your complaint is related to the personal data rather than provision of financial services, you should follow rules established within Vinted Pay privacy notice. You may also address the complaint to the State Data Protection Inspectorate: L. Sapiegos st. 17, LT-10312, Vilnius, Lietuvos Respublika; ada@ada.lt,  more information available via https://vdai.lrv.lt/lt/. 

Moreover, if your complaint is related to provision of any other service than financial services, you may address it to the State Consumer Rights Protection Authority: Vilniaus st. 25, LT-01402, Vilnius, Lietuvos Respublika, more information is available via: https://www.vvtat.lt/