1. We have appointed the Administrator to resolve the complaints on the Our behalf. Any complaints or requests for information concerning this Policy may be addressed to the Administrator’s representative in Lithuania. The contact details are as follows:
Rinkos Insurance solutions
L.Stuokos – Gucevičiaus str. 7, LT-01122 Vilnius
E-mail: skundai@rinkosinsurance.eu
2. The Administrator will promptly acknowledge the Your complaint and provide You with its decision on Your complaint, by email.
3. The Administrator will resolve the Your complaint within fifteen working days from first notification of the complaint.
4. In exceptional cases where, for reasons beyond the control of Us, a reply cannot be provided within fifteen working days, the Administrator will send to You in writing a letter to confirm the reasons why and will aim to resolve the complaint with a further fifteen working days from this point.
5. If You remain dissatisfied with the response to the complaint or it is not resolved within the timescales detailed above, the Administrator will advise You who to contact depending on the nature and type of complaint. You may also be eligible to refer the complaint to the Bank of Lithuania if You consider that We or insurance intermediaries acting on the Our behalf have violated Your contractual or related rights or legitimate interests and seeks to protect them where We were not able resolve the Your complaint or if the You remained dissatisfied with the final response or did not receive a final response to the complaint within procedure and time period prescribed in point 4 of this paragraph. The contact details are as follows:
Bank of Lithuania
Totorių str. 4 LT-01121 Vilnius, Lithuania
Tel: +370 800 50 500
E-mail: prieziura@lb.lt
Website: https://www.lb.lt/lt/daugiau-apie-gincius-su-finansiniu-paslaugu-teikeju#ex-1-3
6. Alternatively, a complaint can be also filed directly with the Financial Services Arbiter in Malta:
by email at complaint.info@asf.mt; or
in writing to the Office of the Arbiter for Financial Services, 1st Floor, St Calcedonius Square, Floriana FRN 1530, Malta; or
by telephone on 00356 21 249 245.
7. For more information, please see online at financialarbiter.org.mt
The Bank of Lithuania and the Arbiter for Financial Services Arbiter (Malta) will expect You to have followed the above procedure before they accept the case.
If You have purchased the Policy online, You may also be eligible to make a complaint via the EU’s online dispute resolution (ODR) platform. The website for the ODR platform is www.ec.europa.eu/odr.