Customer complaints procedure

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UADBB ALTAS INSURANCE BROKERIS

CUSTOMER COMPLAINTS PROCEDURE

Kaunas, 2020 29 October

UADBB “Altas Insurance Broker” ( hereinafter referred to as the Company) values its clients and cares about the quality of its services. The Company makes every effort to ensure that customers are satisfied with the Company’s services and cooperation.

If you believe that the Company has violated your rights or legitimate interests, you may contact the Company in writing by lodging a complaint.

Below are the basic rules of the Company’s Complaints Procedure (“the Procedure”).

This Procedure shall apply to complaints about services provided by the Company and/or contracts concluded with the Company in relation to the Company’s insurance product distribution activities, including consumer disputes between the Company and customers who are considered to be consumers in relation to the services and/or contracts in question.

For the purposes of these Rules:

• Complainant – a person who has lodged a complaint about services provided by the Company and/or contracts concluded with the Company in relation to the Company’s insurance product distribution activities, including consumer disputes, i.e. y. an existing or potential policyholder, insured person, beneficiary, injured third party or their legal representative;
• User – means a natural person who applies to the Company or uses its services for personal, family or household needs;
• A complaint is a written request from an applicant to the Company, alleging that his or her rights or legitimate interests, or those of a person for whom the applicant is a legal representative, have been infringed in relation to the services provided by the Company, and requesting that the applicant’s claims be met.

Information to be provided by the applicant in the complaint

A complainant who believes that his/her rights or legitimate interests have been infringed and/or a consumer dispute has arisen may lodge a complaint in writing with the Company, which must include the following information:

• if the applicant is a natural person, the applicant’s name and address;
• if the applicant is a legal person, the applicant’s name, legal entity code and address;
• if the applicant represents another person whose rights or legitimate interests have been infringed, the name of that person and the grounds for representation;
• Date of complaint;
• the exact address of the applicant at which the reply is to be received, and the applicant’s contact details (telephone number and/or e-mail address);
• The substance of the complaint is the complained-of act/omission of the Company and/or the circumstances of the consumer dispute about which the complainant is lodging the complaint and on which the complainant is basing his/her claims;
• clear, precise and reasoned requirements of the applicant;
• a list of documents to be submitted with the complaint (if the applicant is submitting the complaint as a representative, the complaint must be accompanied by a valid power of attorney or other document confirming the representative’s authority to submit the complaint and receive a reply from the Company);
• how you want to receive the answer;
• Signature of the applicant.

Lodging and receiving a complaint

A complaint to the Company must be made in writing in any of the following ways:

• by delivering it to the Company’s head office at Kalniečių g. 104, LT-50184, Kaunas;
• by post (courier or other) to the Company’s head office at Kalniečių g. 104, LT-50184, Kaunas;
• by submitting it to the Company’s general email address brokeris@altas.lt or by submitting it to the Company’s Director Rimgaudas Grigaičius at rimgaudas@altas.lt;
• by any other telecommunications terminal equipment or electronic means of communication, and by electronic signature or other proof of identity in accordance with the procedure laid down by law.

Please note that we cannot accept and process complaints that are:

• submitted anonymously;
• in a language other than Lithuanian, or in another language if the insurance product distribution services were provided in another language;
• resubmission (where a similar complaint has already been answered) and no new documents/information are provided;
• unclear (e.g. illegible, messy, etc.);
• does not meet all the requirements for the content of the complaint;
• other situations where the law provides for the possibility of not accepting and not examining the complaint.

Time limit within which the Company must investigate the complaint

The Company will respond as soon as possible, but no later than 15 (fifteen) working days from the date of receipt of the Complaint. In exceptional cases, the deadline may be extended (e.g. if we are awaiting additional information or documents requested from you; there are other circumstances beyond our control, etc.). The Company shall always inform the Applicant of any delays in providing a reply and the reasons for such delays and the date on which a final reply will be provided. In all cases, a final response will be provided no later than 35 (thirty-five) working days from the date of receipt of the Complaint.

Access to the competent complaints body

The Company always hopes to resolve any disagreements with the Applicant through negotiation. However, if the Claimant is not satisfied with the Company’s response to the claim, the Claimant may lodge a formal complaint with public authorities:

Bank of Lithuania

If the Applicant is a Consumer and the Company does not satisfy the Consumer’s claims in relation to the Consumer Dispute Complaint, or satisfies them partially, or does not provide a response to the Consumer’s Consumer Dispute Complaint, the Consumer shall have the right to apply to the Bank of Lithuania within one year from the date of the application to the Company. A complaint to the Bank of Lithuania may be lodged:

• through an electronic dispute resolution tool, the Electronic Government Gateway;
• by filling in the Consumer Referral Form and sending it to the Supervisory Authority of the Bank of Lithuania, Žalgirio g. 90, Vilnius, el. email : pt@lb.lt;
• by submitting a free-form application and sending it to the Supervisory Authority of the Bank of Lithuania, Žalgirio g. 90, Vilnius, el. email : pt@lb.lt.

A consumer who intends to apply to the Bank of Lithuania to resolve a consumer dispute must first submit a complaint to the Company before applying to the Bank of Lithuania. A complaint regarding a Consumer Dispute must be lodged no later than 3 (three) months from the date on which the Consumer became or should have become aware of the infringement of his/her rights or legitimate interests

For more information on dispute resolution at the Bank of Lithuania, please visit the Bank of Lithuania’s website: https://www.lb.lt/lt/daugiau-apie-gincius-su-finansiniu-paslaugu-teikeju

If the Applicant considers that the Company has violated the Applicant’s rights or legitimate interests related to the non-compliance with the legislation applicable to the Company, the Applicant may lodge a complaint with the Bank of Lithuania as a supervisory authority. A complaint to the Bank of Lithuania may be lodged:

• by submitting a written complaint to the Bank of Lithuania’s post office box at Totorių g. 4, Vilnius and Žalgirio g. 90, Vilnius, working days from 7:00 to 18:00;
• by sending a letter to Totorių g. 4, LT-01121 Vilnius;
• by sending an email to. email info@lb.lt and pt@lb.lt;
• fax (8 5) 268 0038;
• by lodging a written complaint with the Bank of Lithuania;
• by filling in the electronic link on the Bank of Lithuania website.

The Rules on the Out-of-Court Settlement of Disputes between Consumers and Financial Market Participants at the Bank of Lithuania have been approved by a Resolution of the Bank of Lithuania.

To the Court

The applicant has the right to challenge the Company’s response before a court in accordance with the statutory procedure, regardless of whether the applicant has used the Company’s pre-litigation dispute procedure.