I would like to file a complaint

Please make sure your complaint indicates the following:

1. Name, surname, and/or the applicant's legal entity's name.

2. The date of submission of the Complaint

3. The essence of the Complaint, i.e. what rights or legitimate interests of the person and in which way have been violated, the circumstances justifying the breaches.

4. Claims to the Company.

5. If necessary (or if available), other available documents related to the Complaint.

6. The contact details of the applicant to respond to the complaint (e-mail or address).

7. The complaint must be filled in Lithuanian or English language.

8. You may use our form to fill out the complaint, it's attached below.

Any complaint You send will be considered and settled in accordance with Our complaint resolution procedures. We always try to respond to Customers as soon as possible. Normally, we will provide You with Our reply to Your complaint within fifteen (15) Business Days of its receipt. In exceptional situations, for reasons beyond Our control, where We are not able to provide You with Our reply within the above indicated period, We will send You a holding reply with the reasons for the delay in answering and specify the deadline by which You will receive the final reply, but it shall not be longer than thirty-five (35) Business Days from the date of receipt of Your complaint. Consideration of complaints sent to Us is free of charge. The laws of the Republic of Lithuania are applied considering complaints.

Where You are a Consumer (i.e., natural person using our financial services) and where You have already applied to us with Your claim, but if you are not satisfied with our answer, you have the right to provide a claim via the Bank of Lithuania's electronic consumer dispute resolution system - www.lb.lt/gincu-sistema and/or the Bank of Lithuania's website - www.lb.lt/lt/spreskite-ginca-su-finansiniu-paslaugu-teikeju (English version about complaints procedure you can find here: https://www.lb.lt/en/complaints-against-a-financial-service-provider).

If you have any additional questions do not hesitate to contact us at support@genome.eu