Hearing of complaints

The Client may submit any claim or complaint regarding services of Uplata EU by sending a notification via email by address vilnius@paylar.com, calling the Client support center by telephone indicated on the Uplata EU website or sending a notification via the Account.

Upon receipt of a complaint from the Client, Uplata EU undertakes to analyze the claim or complaint of the Client and inform the Client about the decision within 14 (fourteen) days from the day of the receipt, except when the legislation indicate a different period of time.

If Uplata EU is not capable to provide the answer to the complaint of the Client within the time period specified above, Uplata EU shall inform the Client about the reasons and indicate the time period in which the answer shall be provided.


In case the Client considers that his/her complaint was solved not right, the Customer has the right to complain directly to the Bank of Lithuania. The complaint to the Bank of Lithuania may be submitted by the following:

1) via the electronic dispute settlement facility E-Government Gateway;

2) By completing a Consumer Application Form and sending it to the Financial Market Supervision Service of the Bank of Lithuania, Žalgirio g. 90, LT-09303, Vilnius, email: frpt@lb.lt

3) By filing out a free-form application and sending it to the Financial Market Supervision Service, Žalgirio g. 90, LT-09303, Vilnius, email: frpt@lb.lt

More information about the procedure of submitting the compliant to the Bank of Lithuania may be found https://www.lb.lt/en/dbc-settle-a-dispute-with-a-financial-service-provider


The Client who have a place of residence in other ES member states are also able to submit their claim to the relevant local authority in their place of residence.

If the Client would like to contact Uplata EU for any other reason than described above, the Client may contact Uplata EU via in-app support or email by address vilnius@paylar.com.

In case if the dispute cannot be settled through negotiations or through the Bank of Lithuania, disputes shall be solved in the courts of the Republic of Lithuania in accordance with the procedure set forth by the laws of the Republic of Lithuania.

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