If you signed up to Revolut with a Lithuanian address after 20:00 (EEST) on 15 October 2019, these terms apply to you. If you signed up before 20:00 (EEST) on 15 October 2019, our United Kingdom (UK) terms apply, unless you have received an email from us. To see our UK terms, change the country selector to "United Kingdom"
We always do our best, but we realise that things sometimes go wrong. If you have a complaint, please contact us. We will accept and consider any complaint sent by you to us. Our final response to your complaint, or a letter explaining why the final response has not been completed, will be sent to you within 15 UK business days of your complaint having being made, and in exceptional circumstances, within 35 UK business days (and we will let you know if this is the case).
If you are unhappy with how we have dealt with your complaint, you can refer it to the Bank of Lithuania within 1 (one) year of the date we sent (or should have sent) our final response to you. In this case the Bank of Lithuania would act as out of court dispute resolution authority dealing with disputes between consumers and financial service providers.
Their address is: Gedimino ave. 6, 01103 Vilnius, the Republic of Lithuania.
You can find more information on their website.
Please note that should you wish to have a possibility to apply to the Bank of Lithuania as to the out of court dispute resolution authority, then you shall make your complaint to us within 3 (three) months from the day that you found out or should have found out about the alleged violation of your rights or legitimate interests arising from contract with us.
If you'd just like to speak to someone about an issue that's concerning you, please contact us through the Revolut app. We can usually settle matters quickly through the app. You’ll probably need to give us the information below.
If you prefer you can make your complaint using this form. Or you can email us at email@example.com.
You’ll need to tell us:
We'll look into your complaint and respond to you by email. We will communicate with you in English or Lithuanian, unless we tell you otherwise.
Irrespective of the above, you always have right to approach the Bank of Lithuania as our supervisory authority in relation to any complaint about our service. You also have the right to apply to any competent court if you think we have breached the law.