How do I complain?
We strive to put the customer at the heart of everything we do, but sometimes we get it wrong and for that, we’re really sorry. If you have a complaint, the best way to contact us is via the in-app chat or via the web browser chat and speak with one of our support agents. Alternatively, you can submit a complaint via our online form or via email at email@example.com.
If you choose to send an email, you’ll need to tell us:
- your name and surname;
- the phone number and email address associated with your account;
- what the issue is;
- when the problem arose; and
- how you'd like us to put the matter right.
What happens next?
Once you’ve submitted your complaint, we’ll acknowledge receipt of this shortly after. We'll then investigate your complaint and respond to you via email.
We aim to resolve your complaint within a few days, however, we have 15 business days and in extraordinary circumstances 35 business days to provide you with our final response letter. If we need more than 15 business days to resolve your complaint, we’ll let you know in advance.
Escalating your complaint to an external dispute resolution authority:
If despite our best efforts, you’re still unhappy with how we dealt with your complaint, you can contact the relevant external dispute resolution scheme. The type of scheme you can contact depends on which legal entity provided you with the product or service you complained about. You can find a list of what products and services are offered by which entity here. We share the relevant escalation option(s) in the final response letter.
If your complaint is about a service offered by Revolut Payments UAB or Revolut Bank UAB then you may contact the relevant authorities in Lithuania. You have two options:
If you would like to apply to the Bank of Lithuania as the out of court dispute resolution authority, then you must make your complaint to us within 1 year from the day that you found out or should have found out about the alleged violation of your rights or legitimate interests arising from agreement with us. You must contact the Bank of Lithuania within 1 year of the date you sent us your complaint. Their address is: Gedimino ave. 6, 01103 Vilnius, the Republic of Lithuania. You can find more information on their website. The examination of your complaint at the Bank of Lithuania is free of charge.
The out of court dispute resolution authority for consumer disputes not related to Bank of Lithuania competences is the State Consumer Rights Protection Authority. Their address is: Vilniaus str. 25, 01402, Vilnius, the Republic of Lithuania. You must make your complaint to us within 3 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 agreement with us.
If your complaint is about a regulated product or service offered by Revolut Ltd or Revolut Trading Limited, you can contact the UK’s Financial Ombudsman Service.
You can also rely on the mandatory consumer protection rules of the EEA country where you live.
Data Protection complaints:
Data Protection-related complaints may be addressed to the State Data Protection Inspectorate, which is the supervisory authority for data protection issues in Lithuania. You can write to them at: L. Sapiegos str. 17, 10312, Vilnius, the Republic of Lithuania, or e-mail them at: firstname.lastname@example.org. You can find more information on their website.