Complaints
How to complain about our services?
If you're unhappy with any of our services, you can let us know by submitting a complaint. A complaint may be filed either in Lithuanian or English. A complaint shall be understood as an expression of dissatisfaction submitted to us in writing in which you indicate that your rights or legitimate interests have been violated in connection with any of the services we provide or contracts we have concluded.
You might want to take a look at the description of our services here to make sure your issues are related to the services Yapily provides. Yapily only provides technical services in the background enabling users to allow third parties access to account data and to initiate account to account payment so certain issues may relate to your bank, a merchant or the provider of the app you used.
How to write a Complaint?
To ensure your complaints are addressed promptly and effectively, we have provided some guidance below on how to write a complaint and what information it should contain. If you are located in the EEA, you must submit your complaint within three months from the date you became aware (or should reasonably have become aware), of the violation of your rights or legitimate interests. If you are located in the UK, you must submit your complaint within 15 working days If you don’t provide us with this information upfront, we’ll probably have to come back to you to ask for it and that can delay getting things resolved for you.
1) Provide Contact Information
Include your full name, phone number and email address so we can contact you and keep you updated.
2) Describe the Issue Clearly
Explain the nature of your complaint in a clear and concise manner. Describe how your rights or legitimate interests have been violated and identify the specific service or contract to which your complaint relates. Provide details such as the date and time of the incident, the names of any staff members involved (if applicable), and any relevant account or reference numbers. The more details you provide, the faster we can assist you.
3) State Your Expectations
Clearly outline what you expect as a resolution to your complaint, including how you believe the violation of your rights or legitimate interests should be remedied. Letting us know your expectations will help us work towards a satisfactory resolution.
4) Attach Supporting Documents
If you have any supporting evidence such as receipts, screenshots, or any other evidence related to your complaint, please attach them. These documents can strengthen your case and expedite the investigation process.
Be Respectful and Professional
While we understand that you may be frustrated, please remember to maintain a respectful and professional tone in your complaint. We are here to assist you, and a cooperative approach will help in resolving the matter more effectively.
How to Reach Us?
You may fill out our electronic complaint form right here. Filling out the form will help make sure we get everything we need to look into your complaint right away.
If you’d prefer, you may submit a written complaint in a free form, provided that it contains your contact information, description of the issue and expectations, by:
(a) e-mail to a dedicated mailbox at complaints@yapily.com; or
(b) post to the following address: Yapily, Huckletree, 213 Oxford St, London W1D 2LG, United Kingdom, or Palangos str. 4, LT-01402 Vilnius, Lithuania.
After we receive your complaint, we will acknowledge receipt within 3 business days. Provided you have given us all the information we need, we will investigate your complaint. We aim to respond within 15 business days from receiving your complaint. If we need more information or time, we will let you know and keep you updated. In any case, we will respond no later than within 35 business days from receiving your complaint.
Free of Charge
We handle complaints free of charge.
(UK only) Contacting the Financial Ombudsman Service
For customers who are consumers, small/micro-enterprises, or other eligible complainants in the UK, if you’re not satisfied with how we’ve handled your concern, you can bring your case to the Financial Ombudsman Service. You can do this any time within six months from when you receive Yapily’s response. They can be reached at: complaint.info@financial-ombudsman.org.uk, by calling 0800 023 4567, or by post: Financial Ombudsman Service, Exchange Tower, London E14 9SR. The Financial Ombudsman Service is an independent body that handles consumer complaints about financial services and products in the UK. You can find more about them on their website.
(EEA only) Not satisfied with our response? Your options
For customers in the EEA, you may apply to the Bank of Lithuania for out-of-court dispute resolution in the following situations:
(a) you have not received a response from us within 15 business days (or within 35 business days in exceptional cases where we were unable to respond within the standard timeframe for reasons beyond our control); or
(b) if you are not satisfied with your response (for instance, we did not satisfy your claims or satisfied them only partially).
You may also initiate legal proceedings and apply directly in court. Please note that applying to the Bank of Lithuania does not prevent you from going to court. The Bank of Lithuania's decision is a recommendation only – it is not binding on you and Yapily. The decision Bank of Lithuania’s decision therefore cannot be appealed in court.
How long do I have to apply to the Bank of Lithuania?
You have one year from the date you submitted your complaint to Yapily to apply to Bank of Lithuania. However, please note that you must complain to Yapily first before applying to the Bank of Lithuania – this is a mandatory precondition.
How do I apply to the Bank of Lithuania?
There are two ways to apply:
(a) online – through the electronic dispute settlement facility E-Government Gateway (https://www.epaslaugos.lt/portal/service/55620/3620); or
(b) by post or email – complete the application form (available at https://www.lb.lt/lt/kaip-pateikti-prasyma-del-ginco-nagrinejimo) and send it by post to Totorių str. 4, LT-01121 Vilnius, Lithuania, or by email to info@lb.lt.
More information about the Bank of Lithuania’s dispute resolution process can be found here.