Complaints Handling Policy

Version 1.0
Effective Date: [Add Date]

Introduction

This Complaints Handling Policy explains how Evolution Ltd receives, reviews, and resolves customer complaints. Our goal is to address issues fairly, efficiently, and transparently. All complaints are handled in line with European consumer protection laws and the requirements of the Bank of Lithuania.

This policy applies to all Evolution customers, including personal and business accounts.

1. What Counts as a Complaint

A complaint is any expression of dissatisfaction you submit regarding:

Your account or transactions
Card payments or withdrawals
Support experiences
Fees or charges
Technical issues
Compliance decisions
Any Evolution service you believe was handled incorrectly

Complaints can be made informally or formally.

Questions or general inquiries do not count as complaints unless you request escalation.

2. How You Can Submit a Complaint

You may file a complaint using any of the following channels:

In-app chat
Email to customer support
Website contact form
Written letter to our registered address

To help us investigate quickly, include:

Your full name
Contact details
Account identifier
A clear explanation of the issue
Dates, amounts, or screenshots if relevant

We may ask for more information during the investigation.

3. Confirmation of Receipt

Once we receive your complaint, we will:

Acknowledge receipt
Provide a reference or case ID
Begin reviewing your case

Acknowledgment is normally sent within a reasonable time frame, depending on the support channel used.

4. How We Handle Your Complaint

We review complaints through the following steps:

We gather information from your complaint, account history, and any related systems
We request clarification or documents if needed
We assess relevant laws, policies, and regulations
We propose a resolution or next steps

Complaints may be handled by:

Customer support
A specialist complaints team
Compliance or risk teams for more complex cases

5. Timeframes for Resolution

We aim to resolve complaints as quickly as possible.

For payment-related complaints regulated by PSD2
We aim to provide a final response within fifteen business days

For general complaints
We aim to provide a final response within thirty days

If delays occur due to complexity, regulatory reviews, or external partners, we will notify you and provide an updated timeline.

6. Possible Outcomes

After reviewing your complaint, we may:

Provide more information or clarification
Offer a correction or adjustment
Refund fees or charges where appropriate
Explain why no error occurred
Suggest alternative solutions
Escalate the issue internally for further review

If we cannot resolve the complaint at your satisfaction, you may escalate externally as described below.

7. When We May Need More Time

More time may be required if:

Your case involves multiple transactions
We require documents from you
Third-party banks or merchants are involved
We must follow legal or regulatory procedures
Sanctions or fraud investigations are triggered

We will inform you if more time is needed and explain the reason for the delay where permitted.

8. When a Complaint May Not Be Accepted

A complaint may not be accepted if:

The issue results from circumstances outside our control
You do not provide requested information
The complaint concerns a matter already reviewed and resolved
You request actions that violate laws or regulatory rules

We will still explain our reasoning even when we cannot proceed.

9. External Escalation Options

If you are not satisfied with our final response, you may contact:

Bank of Lithuania – Supervision Service
Totorių g. 4
LT-01121 Vilnius
Website: www.lb.lt
Email: prieziura@lb.lt

The Bank of Lithuania provides an out-of-court dispute resolution mechanism.
It is free of charge and available to eligible customers.

For cross-border complaints, you may also contact:

European Consumer Centre (ECC-Net)
Website: ec.europa.eu/consumers/ecc

For online payment disputes, you may use:

EU Online Dispute Resolution (ODR) Platform
Website: ec.europa.eu/consumers/odr

These bodies act independently of Evolution.

10. Your Responsibilities

You should:

Submit complaints promptly
Provide accurate and complete information
Respond to follow-up questions
Avoid abusive or misleading behavior
Understand that some cases require regulatory steps

Failure to cooperate may delay or prevent resolution.

11. Our Responsibilities

We must:

Handle complaints fairly and transparently
Acknowledge receipt
Investigate issues using all available information
Provide a clear final response
Comply with regulatory timelines
Keep records of all complaints

We aim to improve our services by analyzing themes and trends in complaints.

12. Data Protection

Information submitted through a complaint is processed according to GDPR and our Privacy Policy.
Records may be retained for regulatory reasons, even after your account is closed.

13. Changes to This Policy

We may update this policy to reflect:

Changes in law
Guidance from regulators
Operational improvements
New products or complaint-handling practices

Important updates will be communicated where required.

14. Contact Details

Evolution Ltd
[Registered Address]
[Support Email]
[Website]