Sikirapay complaints policy

Complaints Policy

We work hard to ensure you never have a reason to complain about our products and services.

If you feel we have not kept this promise, we would appreciate hearing from you.

We see our errors as an opportunity to learn and improve our skills for the future.

We take all complaints very seriously. Your complaint will be investigated and dealt with in a prompt and fair manner. 

1.HOW TO CONTACT US

Please, contact our customer support team first at support@sikirapay.eu. They can help with various issues quickly and efficiently or if they can not help they will refer the matter to the appropriate service level.

  1. FORMAL COMPLAINT

2.1. If an issue is not resolved to your satisfaction by our customer support team, you may submit an official complaint via email complaints@sikirapay.eu. Click this link https://sikirapay.eu/customer-complaint-form/

You may find the link even at the bottom of the page.

Please note that you need to send us a request in writing, stating the circumstances of the dispute and your request.

The request must be made no later than three (3) months after becoming aware of a violation of your rights and must be written in English.

2.2. When submitting a complaint, you must provide the following details:

  • your full name
  • your Sikirapay Account number
  • the phone number associated with your account
  • the email address associated with your account
  • the details about the circumstances leading to the complaint.
  • including a complete description of the issue, the date and time the problem occurred and your preferred resolution method.

2.2 Please be sure to identify all relevant documents (and provide copies of all documents not yet in our possession) to allow us to correctly review your complaint.

2.3 After submitting your complaint, we will acknowledge receipt by e-mail within three (3) working days and confirm that we are reviewing your complaint.

2.4 Once we have received all the details of your complaint, we will promptly review the matter and provide you with our final response within 15 business days. If we need additional information to resolve the issue, we will reach out to you and identify any further information or documentation required. Please note that any delays resulting from providing insufficient information concerning your complaint will not be considered to determine if a final answer was delivered within 15 business days.

2.5 If we are not in a position to provide a definitive response to your complaint within 15 business days, we will contact you to explain the reasons for the delay and to indicate the date on which you will receive a final reply from us. However, we will provide our final response within 35 working days from the complaint’s date.

2.6 Our final answer will be clearly identified as such and will either:

  •  Accept your complaint and, if applicable, indemnify you;
  • Offer you compensation as an act of goodwill without accepting your
  • complaint;
  • Dismiss your complaint and explain the grounds for the dismissal.
  1. BANK OF LITHUANIA

3.1. If you are not satisfied with our response or if you do not receive a response within the timeframe set out in paragraphs 2.4 and 2.5, you have the right to submit an application to the Bank of Lithuania within a year. If you do not submit a complaint within that period, you will no longer be able to contact the Bank of Lithuania concerning the dispute.

4.The Official Complaint shall be submitted via Online official complaint form https://sikirapay.eu/customer-complaint-form/

and a Registered mail sent to the Anläggarvägen 32, Stockholm, Sweden