Complaints Form Page

Please help us to put things right

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.

Complaints Handling

Handling complaints quickly, fairly, and helpfully is a vital part of our approach to service delivery.

We will endeavour to:

  • ensure that making a complaint is easy and accessible;
  • treat a complaint seriously and fairly;
  • deal with it promptly, politely, and where appropriate, informally (for example, by telephone);
  • include in our response an apology where we have got things wrong, an explanation of the position, or information on any actions taken; and
  • learn from complaints; use them to improve our service.

How to make a complaint

You can make a complaint by filling in this form and sending it:

  • by post to: Complaints Officer, Opal Transfer Ltd, 27 Clements Lane, London, EC4N 7AE
  • by email to: manager@opaltransfer.com

Complaints will be directed to the Complaints Officer.

Response time

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, 27 Clements Lane, London, EC4N 7AE, 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.

Right to refer your complaint to the Financial Ombudsman Service

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:

  • what you’re complaining about happened more than six years ago; and
  • you’re complaining more than three years after you realized (or should have realized) that there was a problem.

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.

Help us to put things right

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.

Complaints Handling

Handling complaints quickly, fairly, and helpfully is a key part of our approach to service delivery.

We will endeavour to:

  • ensure that making a complaint is easy and accessible;
  • treat a complaint seriously and fairly;
  • deal with it promptly, politely, and where appropriate, informally (for example, by telephone);
  • include in our response an apology where we have got things wrong, an explanation of the position, or information on any actions taken; and
  • learn from complaints; use them to improve our service.

How to make a complaint

You can make a complaint by filling in this form and sending it:

Complaints will be directed to the Complaints Officer.
You can also make a call and request an official Opal Transfer EU UAB complaint form via email by calling: +370 5 2143900.

Response time

Upon receipt of your complaint, we will endeavor 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 - manager@opaltransfer.com, who will reconsider the issue and try to resolve it.

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. 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 give you 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.

Applying to the Bank of Lithuania regarding the settlement of a dispute

If you are not happy with our response, or if we have not finished investigating your complaint and given our final response within the established timeframes, you have the right to bring the claim to the courts of the Republic of Lithuania.

If you are bringing the claim as a consumer (a natural person using services to meet personal, family, or household needs), you also have the right to use an out-of-court settlement of disputes and bring the claim to the Bank of Lithuania.

Eligibility requirements for referring the complaint to the Bank of Lithuania:

  • Before applying to the Bank of Lithuania, you must apply to us as described above no later than 3 months from the day that you became aware that your rights might have been violated.
  • If you are not satisfied with our reply or do not receive it within the established timeframes, you can apply to the Bank of Lithuania within 1 year of first contacting us. After that year, you lose the right to apply.

You may apply to the Bank of Lithuania for a dispute with us:

  • via the electronic dispute settlement tool “E-Government Gateway”;
  • by filling in the Consumer Application Form and sending it to:
    • Supervision Service of the Bank of Lithuania
    • Žalgirio g. 90, LT-09303, Vilnius, Lithuania
    • by email: pt@lb.lt

If you think that we have violated financial market regulations, you have the right to file a complaint with the Bank of Lithuania at:

  • Totorių g. 4, LT-01121, Vilnius, Lithuania
  • Žalgirio g. 90, LT-09303, Vilnius, Lithuania
  • Email: info@lb.lt or pt@lb.lt
  • Fax: (85) 268 0038

More details can be found on the Bank of Lithuania website.