Complaints handling policy

UAB “Nuvei” (“Nuvei”, “Company”, “we”) is an Electronic Money Institution authorized and regulated by the Bank of Lithuania (Authorization code: LB001894, Licence No: 54). As a licensed institution, we comply with all the applicable requirements for client complains handling. Nuvei acknowledges its duty to resolve all complaints promptly, clearly, transparently, and constructively, ensuring a fair and effective complaint-handling process.

You may issue a complaint if you are an existing or potential client of Nuvei, an affected third party, a client of other financial market participants or their representative, and you think that your rights and interests were violated due to inadequate activities of Nuvei or its employees. You can file a complaint no later than within 3 months of learning about a violation of your rights.

The complaints may only be related to Nuvei Accounts and Simplex by Nuvei or partner branded card services. However, if you are unhappy with other provided services, we will always do our best to make things right.

A written complaint may be submitted through either of the following channels:

• Email [email protected] 
• Online form  https://accountsnuvei.zendesk.com/hc/en-gb/requests/new 

Please send your complaint from the email address associated with your Nuvei Accounts, indicating “Complaint” in your email or our online form's subject line. In your complaint, you must specify:

• your first and last name
• your address
• the essence of your complaint, including supporting documents
• requirements to the Company about your complaint

We only accept complaints written in English. The filing of complaints and the complaints handling process at Nuvei are free of charge. 

If a complaint is submitted by an authorized representative of the client, the representative’s power of attorney or other document stating his/her right to act on behalf of the client shall be submitted together with the complaint.

Anonymous complaints will not be accepted unless the issue raised in such a complaint is essential to Nuvei’s activities and good reputation or otherwise requires attention from the Company.

Once we receive your complaint, we will send you a confirmation of the receipt of the complaint via email. We have a right to ask for additional information if you need it.

We will do our best to resolve a complaint and provide you a final response by email by the close of business on the 7th business day after receipt of your complaint. 

If we need more time to investigate your complaint, we will provide a final response by email by 15 business days of receipt of your complaint. 

In exceptional cases, where the complaint cannot be examined within 15 business days from receipt, the final response will be issued no later than 35 business days. If this is the case, we will email you the deadlines and indicate the reasons for such delay.

If you are not satisfied with the resolution of your complaint as it relates to the usage of Nuvei payment processing services, you have the right to bring the matter to the attention of the Bank of Lithuania within 1 (one) year from the date of your Complaint in the following: 

• In writing:
  • By email: [email protected]
  • By filling out an electronic form on the Bank of Lithuania’s website in the designated section
  • By sending via the E-delivery system
  • By mail to the following address: Totorių g. 4, LT-01121 Vilnius
  • By placing in the Bank of Lithuania's correspondence drop box at Totorių g. 4, Vilnius, on business days from 8:00 AM to 5:00 PM
  • By visiting the Bank of Lithuania in person at Totorių g. 4, LT-01121 Vilnius and following the procedure established in Clause 19.2.2 of the Rules

(Clause amendment: No. 03-169, 2021-10-25, published in TAR 2021-10-26, ID No. 2021-22268)

• Verbally:
  • By phone: +370 526 80 029, +370 612 69 200, +370 800 50 500, +370 525 12763
    • 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
    • Also available during the lunch break
    • On Tuesdays, by prior appointment made via the phone numbers listed above or by email ([email protected]), calls are also accepted from 5:00 PM to 7:00 PM
  • By visiting the Bank of Lithuania in person and requesting a responsible officer from the Corporate Services Department, Documents and Information Management Division ("DIVS official")
    • Monday–Friday during the Bank of Lithuania's working hours
    • Also available during the lunch break
    • On Tuesdays, by prior appointment, visits are also accepted from 5:00 PM to 7:00 PM

Whatever the way you choose to submit your application to the Bank of Lithuania, it and its annexes must be either in the official language of the country, i.e. Lithuanian, or English language. However, it is important to note that the Bank of Lithuania will conduct the dispute settlement process in the official language of the country, i.e. Lithuanian.
Contacting Nuvei first is a precondition for applying to the Bank of Lithuania. The decision of the Bank of Lithuania is not mandatory for Nuvei or you, and even after the Bank of Lithuania solves the dispute, you shall have a right to apply to the court. You can find more information on their website: https://www.lb.lt/en/dbc-settle-a-dispute-with-a-financial-service-provider. 
Also, in case you are generally unsatisfied with Nuvei or its services, where there is no claim or disagreement between Nuvei and yourself, you may still approach the Bank of Lithuania at any time by submitting a complaint to the Financial Market Supervision Service, Totorių g. 4, 01121 Vilnius, email: [email protected].

You can find more information here as well: https://nuvei.com/accounts-terms-of-use/