Handling customer complaints
If you have any questions or are looking for a solution, first we ask you to call +370 5 221 9091 or visit one of our bank's branches.
Ways to make a complaint:
- Citadele Online banking;
- By phone +370 5 221 9091;
- By email info@citadele.lt: please attach a document with a clear written description of your complaint and sign it with Smart ID or Mobile ID e-signature;
- In the chat window of the mobile app;
- In one of our bank's branches.
How long does it take to process a complaint?
The complaint shall be investigated, and a reply provided as soon as possible, but no later than 15 (fifteen) working days from the date of receipt of the complaint, unless a longer period is necessary for the investigation of the complaint. If the complaint cannot be resolved within the 15 (fifteen) working day period, the Bank shall notify the customer, stating the reason for the delay and the deadline by which the complaint will be resolved, and the customer provided with an answer.
What must be included in the complaint?
- Name, surname / company name
- Date of birth or personal identification number / company code
- Address of declared place of residence / registered office
- Date of sending the complaint
- Short overview of the complaints content
- Which banking service or product, for which the complaint is being sent
- Customer requirements
- Specified way to receive a response.
If you are not satisfied with the Bank's response or otherwise wish to have your complaint handled by a third party, you have the right to apply to the Bank of Lithuania within one year of contacting the Bank to resolve the dispute.
The Bank of Lithuania deals with disputes between consumers and providers of insurance, financial services and ancillary investment services arising from the provision of financial and investment services. Contact details of the Bank of Lithuania: Totorių g. 4, 01121, Vilnius, www.lb.lt.
