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  1. Contacts
  2. Procedure for dealing with customer complaints and claims

Complaints and claims procedure for customers of SIA "Citadele Leasing" Lithuanian branch and UAB "Citadele Factoring"

Basic concepts

  • Claim - a substantiated, written and signed Claim of a material nature that the Client submits to the Leasing Company regarding leasing or credit services provided by the Leasing Company and/or leasing or credit services that the Client requests to be provided, including actions performed or not performed by the Leasing Company.
  • Complaint - dissatisfaction expressed by the Customer to the Leasing Company due to actions performed or not performed by it, including dissatisfaction with the leasing or credit services provided by the Leasing Company and/or the leasing or credit services requested by the Customer; A Complaint is not a Claim.
  • User - a private person who expresses a desire to buy, buys and uses services to satisfy his personal, family or household needs, which are not related to his business or profession.
  • Customer - a natural or legal person who wants to conclude or has concluded a leasing or credit agreement with the Leasing Company.
  • In writing or written - a written document (hard copy) or, if provided for by legislation, an electronic document signed with a valid electronic signature.

Filing a Complaint or Claim

  • The customer can file a Complaint:
    • Personally arriving at the Leasing company at Upės st. 21-1, Vilnius or by registered mail, sending the Complaint to the address of the Leasing company's headquarters.
    • Email to: info@citadeleasing.lt.
  • Claims are submitted only in writing, upon personal arrival at the Leasing Company, or sent by registered mail to the address of the Leasing Company's registered office.
  • A written Complaint or Claim must be signed by the Client or his representative, except in cases where the Complaint is submitted by e-mail or other means of communication.
  • The Customer has the right to submit a Complaint or Claim no later than 30 (thirty) days after using leasing or credit services or requesting to provide them, unless stated otherwise in the contract between the Leasing Company and the Customer or in local legislation.
  • The Customer's Complaint or Claim must contain the following information:
    • Information about the private person submitting the Complaint or Claim - name, surname, personal identification number (if the person does not have a personal identification number - date of birth), address, telephone number and data of other means of communication used by the Client.
    • Information about the legal entity submitting the Complaint or Claim - name, company code, registered office address, duties of the representative, full name and legal basis for representation (if the Complaint or Claim is submitted by a person authorized by the Client), telephone number and data of other means of communication used by the Client (e-mail address and etc.).
    • The essence of the Complaint or Claim - detailed information about the leasing or credit service for which the Customer is applying and/or the reasons for making the Complaint or Claim.
  • The following documents are submitted together with the Complaint or Claim:
    • A copy of the contract or information about the contract that caused the dispute.
    • Copies of other documents specified by the Customer in the Complaint or Claim.

Examination of the Complaint or Claim

  • A Complaint or Claim is considered accepted when received by the Leasing Company, unless stated otherwise in the contract between the Leasing Company and the Client.
  • The Leasing company responds to verbal complaints immediately at the place of service provision. If more time is needed for the examination, the employee of the Leasing Company informs the Client about the possible date of submission of the answer.
  • The leasing company provides an answer to:
    • Complaint or Claim submitted by the user - within 10 (ten) days from the date of submission of the Complaint or Claim.
    • Complaint or Claim submitted by a Customer who is not a User - within 30 (thirty) days from the date of submission of the Complaint or Claim, unless otherwise stipulated in the contract between the Leasing Company and the Customer.
  • If more time is needed to examine the Claim and prepare an answer, the Leasing Company informs the Customer of this in writing within 10 (ten) days from the date of submission of the Complaint or Claim.
  • If there is missing information in the complaint or claim submitted by the client (i.e., documents that must be submitted together with the complaint or claim), the leasing company prepares and sends a response to the client within 5 (five) days from the date of submission of the complaint or claim, indicating what information is missing, and sets a deadline for providing the missing information.
  • The leasing company has the right to refuse to consider the Complaint or Claim if it is determined that the Client is abusing his rights, or the Complaint or Claim is recognized as provocative. However, the Leasing Company provides an answer to the Client in any case. The person who submitted the Complaint or Claim may not have a serious basis for submitting the Complaint or Claim or may not have a sufficient direct connection with the object of the Complaint or Claim.
  • After making a decision not to examine the Complaint or Claim, the person responsible for Complaints Examination informs the Customer about this.
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