Opal Transfer Ltd is committed to delivering an efficient and professional service. We aim to provide prompt, courteous, helpful, open, and informative advice in response to every approach made by a member of the public.
We recognize that, like all organizations, from time to time, things can go wrong, and we may not provide the standards of service that we have set ourselves. We are especially keen to hear about such circumstances since they provide us with an opportunity to put things right and to learn from our mistakes. That way, we can get it right next time.
Handling complaints quickly, fairly, and helpfully is a vital part of our approach to service delivery.
We will endeavour to:
You can make a complaint by filling in this form and sending it:
Complaints will be directed to the Complaints Officer.
On receipt of your complaint, we will endeavour to get the matter resolved as soon as possible.
Our first response to your complaint should resolve your problem. However, if you are unhappy with our reply or need further help, you can write to Opal Transfer Complaints Officer, Opal Transfer Ltd, 1 King William Street, London, EC4N 7AF, who will consider the issues afresh and try to resolve them.
Where the matter cannot be resolved straight away, we will send out an initial acknowledgment letter to you within 7 calendar days of receiving the complaint.
We will investigate your concerns and provide you with a final response, setting out our findings in detail within 15 calendar days from receipt of the complaint.
However, complicated cases may take up to 35 calendar days to reply. If it is not possible to give you a full reply within 15 calendar days due to reasons beyond the control of Opal Transfer as a payment service provider, we will provide you with an interim (holding) response, telling you what is being done to deal with your complaint and when you can expect the full reply and from whom.
You have the right to refer your complaint to the Financial Ombudsman Service, free of charge.
If you do decide to refer your complaint to the Financial Ombudsman Service, you must do so within six months of the date of the final letter or if you have not received a final letter from us on time.
The Financial Ombudsman Service might not be able to consider your complaint if:
Consumers do not have to accept any decision made by the Financial Ombudsman Service and always have the right to seek redress in a court should they so wish. However, if the complainant accepts the Financial Ombudsman decision, then it is binding to both the firm and the complainant.
To contact the FOS, consumers should write, telephone, or email their situation to:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone: +44 (0) 800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Alternatively, you can fill in the ‘FOS Complaint form’ online.
More information on the FOS can be obtained by visiting www.financial-ombudsman.org.uk or by downloading the consumer leaflet ‘Your complaint and the ombudsman - easy read’ from the FOS website.
Opal Transfer EU, UAB is committed to delivering an efficient and professional service. We aim to provide prompt, courteous, helpful, open, and informative advice in response to every approach made by a member of the public. We recognize that, like all organizations, from time to time things can go wrong, and we may not provide the standards of service that we have set ourselves. We are especially keen to hear about such circumstances since they provide us with an opportunity to put things right and to learn from our mistakes. That way, we can get it right next time.
Handling complaints quickly, fairly, and helpfully is a key part of our approach to service delivery.
We will endeavour to:
You can file a complaint with us within 3 months of when you became aware, or should have become aware, of the violation of your rights or interests protected by law.
You can make a complaint by filling in the form and sending it to the following address: info@opaltransfer.com
Complaints will be directed to the Complaints Officer.
You can also make a call and ask to send an Official Opal Transfer EU UAB complaint form via e-mail by calling: +370 5 2143900.
The complaint shall include the following information:
• Your data: name and surname/name of the company, legal code (for legal entities only), living place/registered address, phone number, and e-mail address.
• Date of the complaint.
• Circumstances which are appealed in the complaint and your request.
The complaint must be signed by the you or your authorized representative.
You may file the complaint in the following languages: (i) Lithuanian, and (ii) English
Upon receipt of your complaint, we will endeavour to get the matter resolved as soon as possible.
Where the matter cannot be resolved straight away, we will send out an initial acknowledgment letter to you within 3 business days of receiving the complaint.
We will investigate your concerns and provide you with a final response, setting out our findings in detail, within 15 business days, however, complicated cases may take up to 35 business days to reply.
If it is not possible to give you a full reply within 15 business days due to reasons beyond the control of the Opal Transfer as a payment service provider – we will give you an interim (holding) response, telling you what is being done to deal with your complaint, why we are not able to provide the final answer and when you can expect the full reply and from whom.
If you're a consumer using our services for personal or household needs and you're not satisfied with our response—or if we haven't responded within 15 business days (or 35 in complex cases)—you can take your complaint to the Bank of Lithuania for an out-of-court resolution.
Before contacting the Bank of Lithuania, you must first send your complaint to us—within 3 months of when you found out your rights may have been violated.
If you're not happy with our reply, or don’t get one in time, you can then contact the Bank of Lithuania within 1 year of receiving our final response.
Your complaint and any documents must be signed and submitted in Lithuanian or English.
You can apply for a dispute settlement via electronic consumer dispute resolution system.
If you do not have the possibility to submit an application via the electronic consumer dispute resolution system, you can submit an application for a settlement of a consumer dispute by filling in the Consumer Application Form and sending it to the Legal and Licensing Department of the Bank of Lithuania by email: prieziura@lb.lt, or mail: Totorių g. 4, 01121 Vilnius, Lithuania.
You can find out more about dispute settlement procedures on the Bank of Lithuania website.
If you are a legal person or a natural person using our services for professional needs, you can bring the claim to the courts of the Republic of Lithuania.
If you think that we have violated laws regulating the financial market, you have the right to file a complaint to the Bank of Lithuania.
You can file a complaint in one of the following ways:
• Completing an online form;
• Emailing a completed application form to info@lb.lt;
• Sending an application in a free form or a completed application form by post or by visiting Lietuvos bankas at: Totorių g. 4, Vilnius.
Choose which cookies Opal Transfer can use. Essential cookies are required for the service to function and cannot be disabled. For the full list of cookies, providers, retention periods and recipients, see our Privacy Policy.
Required for the website to function. Covers both Necessary cookies (session, authentication, language and other preferences — e.g. PHPSESSID) and Security / spam-protection cookies (e.g. Google reCAPTCHA for bot detection). The site will not work safely without these and they cannot be disabled.
Statistic cookies that help us monitor and analyse visits so we can improve the site (e.g. Google Analytics, Google Tag Manager, TikTok, Vimeo, YouTube playback metrics). All data is aggregated and anonymous; disabling these means we can no longer follow your visits.
Used to tailor content and show you relevant Opal Transfer offers on other websites, and to embed third-party content (e.g. Meta/Facebook, TikTok, YouTube, Vimeo, LinkedIn, Google Maps). Also covers cookies that are currently unclassified or in the process of classification.
