UAB ‘MONTELUX FINANCE’ has an internal procedure for handling customer complaints.

CURRENCY CLOUD

Please note that we are your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process, see below.
We work with Currencycloud, who ultimately provides you with regulated payments and e-money services. Currencycloud has certain obligations as a regulated financial services institution, including around complaints. We keep them informed of the complaints we receive from you regarding the regulated payments and e-money services they ultimately provide to you. They oversee how we handle complaints to ensure we do this to the standard required under the regulations.
However, if for any reason your complaint regarding your payments and e-money services has not been acknowledged or dealt with by us, or if you have concerns about the way it has been handled, Currencycloud’s complaints information can be found here.

PROBLEM IDENTIFICATION AND COMMUNICATION

In order to help us examine your complaint as effectively as possible and ensure that it is handled efficiently, we invite you to follow the procedure below.

The first step is to clearly identify the problem you are experiencing and explore the potential solutions available.

To do this, please prepare the following information:

• Your name and customer account number
• A clear description of your problem or complaint
• Copies of any relevant documents
• Your contact details (email or telephone) so we can contact you

Please send your complaint to: complaints@montelux.com

Your complaint will be acknowledged within one working day.

INVESTIGATION

We will endeavour to resolve the problem within the limits of our competence and responsibility.

To do this, we undertake to get back to you promptly within 24 hours to provide you with further details and potential solutions.

We will try to provide you with a resolution within 15 days. If your case is particularly complex, then we may need more time to assess the situation, in which case, this period may be extended to 35 working days if a response cannot be provided for reasons beyond our control. Eligible customers can refert to the FOS/KIFID if they are not satisfied

In all cases, we will try to provide you with a clarification within 5 working days. This period may be extended to 35 working days if a response cannot be provided for reasons beyond our control.

RESULTS

At the end of our investigation, we undertake to provide you with a response that includes:

• A summary of your complaint
• The outcome of our investigation
• Whether we recognise any fault on our part and whether or not the claim will be recognised
• Contractual details relating to the claim

If we are unable to give you a definitive answer within 35 working days, or if you feel that our response is inappropriate, you can escalate your claim to the bank of lithuania.

BANK OF LITHUANIA

Further information and eligibility requirements can be found on: https://www.lb.lt/en/

Or by contacting Bank of Lithuania directly:

Telephone: +370 612 69200, +370 668 77101

By email: prieziura@lb.lt