What kind of complaints can I file?

You can raise complaints about issues such as non-delivery or delay of funds, unauthorized transactions, incorrect exchange rates or fees, and errors with recipient details etc. 

What information should I specify in the complaint?

When submitting a complaint, include the following information:

• Name, surname / company name.

• Customer’s address.

• The date of submission of the complaint.

• The essence of the complaint, e.g. what kind of person’s rights or legitimate interests have been violated.

• Customer’s requirements to the Company.

• Other available documents relating to the complaint if necessary.

• Specify the contact details of the applicant: telephone number and/or e-mail.

How can I notify Flutterwave or the provider about my complaint and how long do I have to do so?

An inquiry can be submitted in writing (by e-mail and post) or orally (by phone), no later than 13 months from the day, if you assume that your rights or legitimate interests have been violated. 

Who can I contact for such complaints?

For any questions related to Electronic Money Services and Payment Services, please contact the Payment Service Provider through Flutterwave via the In-app chat on the website, or via email at send@flutterwavego.com. Alternatively, you can reach the provider directly using the contact details below:

• E-mail address: support@connectpay.com

• Address for correspondence: Algirdo str. 38, LT-03218 Vilnius, Lithuania

How long will it take to receive feedback on the complaints I’ve raised?

You can expect to receive the provider’s final response to your complaint through Flutterwave or directly to you within 15 business days. If the provider is unable to provide a response within 15 business days, you will be notified in writing of the reason for the delay as well as a new deadline for the final response. The provider is required to deliver their final response within a maximum of 35 business days from the date your complaint was received.

Can I apply to a competent company or court to examine the complaint?

You have the right to use out of court settlement of disputes and bring the complaint to the Bank of Lithuania. The complaint can be submitted to the Bank of Lithuania as follows:

• via the electronic dispute settlement facility E- Government Gateway

• by completing an application form (the form can be found here: https://www.lb.lt/en/dbc-settle-a-dispute-with-a-financial-service-provider) and sending it to the Legal and Licensing Department of the Bank of Lithuania, Žalgirio St. 90, LT-09303 Vilnius, prieziura@lb.lt or Totorių St. 4 LT-01121 Vilnius,  info@lb.lt;

• by filing out a free-form application and sending it to the Legal and Licensing Department of the Bank of Lithuania, Žalgirio St. 90, LT-09303 Vilnius, prieziura@lb.lt or Totorių St. 4 LT-01121 Vilnius, info@lb.lt.