Complaints Handling Policy Nuvei UAB

Our commitment

UAB Nuvei (“Nuvei”, “we”, “us”) is an Electronic Money Institution authorised and supervised by the Bank of Lithuania (company code: 304445876, authorization code: LB001894, Licence No. 54). We handle complaints in line with the applicable Lithuanian laws, and we are committed to resolving every complaint in a timely, clear, transparent and constructive manner. The following information is intended only for our business clients using the Nuvei Accounts service (“Customers”).

How to raise a complaint

You may raise a complaint if you are a client or potential client of Nuvei (or their authorised representative) and consider that your rights or interests have been affected by our services, namely our Nuvei Accounts service. Filing is free of charge and available in English or Lithuanian. Please use the email address linked to your Nuvei account, add “Complaint” to the subject line, and raise the matter within 3 months of becoming aware of the issue.

• By email to customer.operations@nuvei.com or nuvei.lithuania@nuvei.com
• Through your designated Nuvei Account Manager

What to include

To help us investigate quickly, please include the following. If any information is incomplete, unreadable or unclear, we may ask you to clarify it.

• Your company/business name and the Nuvei account (or account email) the complaint relates to
• The first and last name, role in the compan, and contact details of the person submitting the complaint for the company
• If submitting through a representative: a power of attorney or other document stating his/her right to act on behalf of the client shall be submitted together with the complaint
• The essence of the complaint, with any supporting documents
• Details about the expected outcome to your complaint

What happens next

We register every complaint in our electronic log and confirm receipt in writing. Complaints received outside business hours (Monday–Friday, 8:00–17:00 EET) are registered on the next business day, handled by a Responsible Employee who was not involved in the matter complained about.  Our reply is sent through the same channel you used, unless you ask us to use another.

Stage and timeframe

Written confirmation of receipt: On registration (next business day if out of hours)

We aim to reply: Within 7 business days

Final reply at the latest: Within 15 business days *

Exceptional cases (we will email you the reason): Up to 35 business days

* If additional information or documents are required, we may request them from you. Where this prevents us from providing a final reply within 15 business days, we will inform you of the reasons and the expected final reply date, which will not exceed 35 business days from receipt of the complaint.

If you are not satisfied

If you are not satisfied with our response to your complaint, or if your complaint is not upheld in full, we will explain the reasons for our decision and inform you of the remedies available to you. You may refer the matter to the competent court of the applicable country, if you believe that your complaint was not assessed correctly.

Separately, you may submit a supervisory complaint to the Bank of Lithuania if you believe that Nuvei’s actions or decisions may have breached financial market legislation. You may contact the Bank of Lithuania using the following methods:

• Online: submit a complaint through the Bank of Lithuania’s website or enquiry form availabe via this link https://www.lb.lt/lt/forma/skundas-del-finansu-rinkos-dalyvio-veiksmu‍
• By email or e-delivery: info@lb.lt or via the e-delivery system.
• By phone: +370 800 50 500 or +370 5 251 2763 (Monday–Thursday during the Bank of Lithuania’s working hours from 8:00 AM to 5:00 PM, Fridays from 8:00 AM to 3:45 PM)
• By post or in person: Totorių g. 4, LT-01121 Vilnius.

A supervisory complaint may be submitted by natural or legal persons. The Bank of Lithuania’s out-of-court dispute-resolution procedure is separate and applies only to consumers, provided they have first contacted Nuvei and apply within one year from the complaint.

Please note that the Bank of Lithuania does not resolve disputes between corporate customers and Nuvei under the consumer dispute-settlement procedure; such complaints may be reviewed only as supervisory matters.