COMPLAINTS HANDLING PROCEDURE

We are committed to providing a high standard of service to all our customers. However, we acknowledge that sometimes things can go wrong. When this happens, we want to know about it so we can help resolve any issues as quickly as possible.

How to complain

If you are not satisfied with any aspect of our service, please let us know by writing to: support@valorpayonline.com

Please indicate your name and the name of the company you represent and include as much detail as possible about your complaint. Please indicate your email address for further communication.

Complaints handling is free of charge.

Complaints handling process

We will acknowledge your complaint promptly, typically within 1 (one) business day of receiving it.

Your complaint will be investigated by our team with the right knowledge and expertise. We may contact you if we need more information. We aim to resolve complaints at the earliest possible stage.

Once we have completed our investigation, we will send you a final response letter detailing our findings, our decision, and any actions we have taken or will take. The time limit for the final response will not exceed 30 (thirty) calendar days from the date of receipt of the complaint.

In exceptional cases, when the complaint cannot be examined within 30 (thirty) calendar days, we will notify you about this, indicate the circumstances of the delay in submitting the answer and the deadline, by which the complaint will be examined and the answer will be provided.

When we are not able to satisfy the complaint or can only satisfy it partially, will state the reasons and indicate other ways of protecting your interests.

If you are not satisfied with our response

If you are not satisfied with our final response, or if 30 (thirty) calendar days have passed since you first made your complaint and you did not receive any response from us, you may refer your complaint to the Bank of Lithuania, free of charge. You may find more information on the website of the Bank of Lithuania by following the link below (please note that there are certain limitations). Additionally, you retain the right to apply to the court for resolution of your complaint at any time.

https://www.lb.lt/en/complaints-against-a-financial-service-provider

We are committed to ensuring that all complaints are handled fairly, efficiently, and effectively, and we encourage you to reach out to us directly with any concerns.