We value your feedback. Awareness about the situations, which caused your disappointment, enables us to improve and assure better provision of services not only to you, but to other customers as well.

If you want to submit a customer service feedback, you may choose a method most suitable and acceptable for you:

By Chat: use in-app chat

By e-mail: to complaints@vialet.eu

By Post: "VIA Payments" UAB, Konstitucijos pr.7, Vilnius, Lithuania

If you are of the opinion that your rights or terms of the agreement with “VIA Payments” UAB are breached, please contact us using one of the methods specified below:

By Chat: use in-app chat

By e-mail: to complaints@vialet.eu

By Post: "VIA Payments" UAB, Konstitucijos pr.7, Vilnius, Lithuania

When submitting fill the corresponding COMPLAINT form or REQUEST form and provide following details:

  • Name, surname/ legal entity name

  • Personal code (or date of birth)/ legal entity code

  • Address

  • E-mail and phone number that your account is registered to (for existing customers)

  • Account number (for existing customers)

  • Date and time of the occurrence

  • Detailed description of the occurrence, indicate circumstances under which the occurrence took place, attach all supporting documentation.

Next steps:

We will try to acknowledge your request within the next 5 business days.

In case we are unable to resolve your request in the set time of 14 days or if we need more information from you, you will receive a prompt written acknowledgment from us regarding the further process for your request.

A full and final response will be issued within 14 business days from the date we have received the complete complaint, setting out our understanding of your concerns and a possible resolution.

If we are unable to issue our full and final response within 14 business days, we will update you on the progress of your complaint and the expected resolution date, not later than 30 business days from the complete complaint receipt.

We will try to submit our response as soon as possible, but not later than within the terms specified in the legal acts.

Should you have any questions, you can always receive information on the process of the claim handling by the means specified above.

We are always aiming to reach a peaceful and mutually acceptable solution.

If you believe that we have violated your rights or lawful interests related to services aimed at satisfaction of your personal, family or household needs, we recommend that you follow the extensive advice for users announced on the website of the Bank of Lithuania, describing how to act in order to achieve smooth and efficient settlement of disputes between you and “VIA Payments” UAB. More information is available on the Internet site of the Bank of Lithuania.

We would like to draw your attention to the fact that according to legal requirements, you must first address VIA Payments” UAB not later than within three months from the day you became aware or ought to have become aware about violation of your rights or lawful interests, and only in the event the received response does not satisfy you or you receive no response, you acquire the right to address the following institutions within one year from the date of address to VIA Payments” UAB:

The entity of extra-judicial settlement of disputes related to financial services is the Bank of Lithuania, address Žalgirio g. 90, LT-09303, Vilnius, internet website: www.lb.lt. The entity of extra-judicial settlement of consumer disputes, which are not related to financial services, is the State Consumer Rights Protection Authority, address Vilniaus g. 25, LT-01402, Vilnius, internet website: www.vvtat.lt

The entity of extra-judicial settlement of disputes regarding personal data and (or) protection of privacy is the State Data Protection Inspectorate, address L. Sapiegos g. 17, 10312 Vilnius, internet website www.ada.lt.

In all cases you can protect your violated rights in court in line with the legal procedure.


Please click here to see a leaflet of European Commission about your rights when making payments!

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