Complaints Policy
This policy explains how to submit a complaint, how we handle it, and how you can escalate to the regulator if needed. We aim to acknowledge within 3 business days and provide a final response within 15 business days (or up to 35 if complex).
1. Purpose and scope
Who can complain and what the policy covers.
This Complaints Policy sets out how clients of NeFin Solutions, UAB (“the Company”) may submit complaints, how they are handled, and escalation options. It applies to all clients (natural and legal persons) using the Company’s services.
2. Definition of a complaint
What we consider a complaint.
A complaint is any expression of dissatisfaction regarding the Company’s services, operations, policies, or staff, where a response or resolution is expected.
3. How to submit a complaint
Channels and required information.
Please submit via one of the following channels:
- Email (preferred): support@nefin.io
- Post: NeFin Solutions, UAB, Savanorių pr. 187-301, LT-02300 Vilnius, Lithuania
Include: full name/company name, contact details, description of the issue (dates, amounts, transaction IDs if applicable), and any supporting documents.
4. Acknowledgement of receipt
Our timeline to confirm receipt.
- We acknowledge receipt within 3 business days.
- The acknowledgement includes the contact details of the officer handling your case.
5. Handling and resolution
Internal logging, review and response times.
- Complaints are logged in the internal Complaints Register maintained by the Compliance Department.
- Each complaint is assessed by the Compliance Officer / MLRO (or a delegated Complaints Officer).
- Final response within 15 business days from acknowledgement; up to 35 business days for complex cases (you will be informed).
6. Escalation procedure
If you are unhappy with our response.
- Request a review by Senior Management of NeFin Solutions, UAB.
- Escalate to the Bank of Lithuania (Lietuvos bankas) / Financial Market Supervision Service.
Regulator contacts: www.lb.lt | prieziura@lb.lt
7. Confidentiality & data protection
We apply GDPR and retain records as required.
- All complaint data is handled in accordance with GDPR and our Privacy Policy.
- Complaint records are retained securely for at least 5 years in line with AML/CTF recordkeeping requirements.
8. General provisions
We may update this policy to reflect changes in law.
The latest version is always available on this page under the Legal / Policies section.
9. Contact
How to reach us regarding complaints.
NeFin Solutions, UAB
Savanorių pr. 187-301, LT-02300 Vilnius, Lithuania
Email: support@nefin.io