Complaints handling policy

UAB “Nuvei” (“Nuvei”, “Company”, “we”) is an Electronic Money Institution authorized and regulated by the Bank of Lithuania (Authorization code: LB001894, Licence No: 54). As a licensed institution, we comply with all the applicable requirements for client complains handling. Nuvei acknowledges its duty to resolve all complaints in a timely, clear, transparent, and constructive manner, ensuring fair and effective complaints handling process.

You may issue a complaint if you are an existing or potential client of Nuvei, an affected third party, a client of other financial market participants or their representative and you think that your rights and/or interests were violated due to inadequate activities of Nuvei or its employees.  You can file a complaint no later than within 3 months of learning about a violation of your rights.

The complaints may only be placed in relation to Nuvei Accounts and Simplex by Nuvei or partner branded card services. However, if you are unhappy with other provided services, we will always do our best to make things right.

A written complaint may be submitted through either of the following channels:

• Email [e-mail] 
• Online form  https://accountsnuvei.zendesk.com/hc/en-gb/requests/new 

Please send your complaint from the email address that you use in association with your Nuvei Accounts indicating “Complaint” in the subject line of your email or online form. In your complaint, you must specify:

• your first and last name
• your address
• the essence of your complaint, including supporting documents
• requirements to the Company in relation to your complaint

We only accept complaints written in the English language. The filing of complaints and the complaints handling process at Nuvei are free of charge. 

If a complaint is submitted by an authorized representative of the client, the representative’s power of attorney or other document stating his/her right to act on behalf of the client shall be submitted together with the complaint.

Anonymous complaints will not be accepted unless the issue raised in such a complaint is important to Nuvei’s activities, good repute or otherwise requires attention from the Company.

Once we receive your complaint, we will send you a confirmation of the receipt of the complaint via email. We have a right to request additional information from you, if required.

We will do our best to resolve a complaint and provide you a final response by email by the close of business on the 7th business day after receipt of your complaint. 

If we need more time to investigate your complaint, we will provide a final response by email no later than 15 business days from receipt of your complaint. 

In exceptional cases, where the complaint cannot be examined within 15 business days from the date of receipt, the final response will be issued no later than 35 business days. If this is the case, we will notify you about the deadlines by email and indicate the reasons for such delay.

If you are not satisfied with our final response or we’ve failed to respond within 15 business days from receiving the claim, you have a right to apply to the Bank of Lithuania within 1 year in three different ways:

• Sending an application in a free form or a completed application form, that you can find here https://www.lb.lt/en/complaints-against-a-financial-service-provider#ex-1-3 by post or by visiting the Bank of Lithuania at: Žalgirio g. 90, LT09303 Vilnius;
• Emailing a completed application form, that you can find here: https://www.lb.lt/en/complaints-against-a-financial-service-provider#ex-1-3 to [e-mail].

Whatever the way you choose to submit your application to the Bank of Lithuania, it and its annexes must be either in the official language of the country, i.e. Lithuanian, or English language. However, it is important to note that the dispute settlement process will be conducted by the Bank of Lithuania in the official language of the country, i.e. Lithuanian.

Contacting Nuvei first is a precondition for applying to the Bank of Lithuania. The decision of the Bank of Lithuania is not mandatory for Nuvei or you, and even after the dispute is solved by the Bank of Lithuania, you shall have a right to apply to the court. You can find more information on their website: https://www.lb.lt/en/dbc-settle-a-dispute-with-a-financial-service-provider  

Also, in case you are generally unsatisfied with Nuvei or its services, where there is no claim or disagreement between Nuvei and yourself, you may still approach the Bank of Lithuania at any time by submitting a complaint to the Financial Market Supervision Service, Žalgirio g. 90, LT-09303, Vilnius, email: [e-mail].

You can find more information here as well: https://nuvei.com/accounts-terms-of-use/