Looking for support or have question?

If you require assistance with your account, card payment disputes, changing your data, or have a general enquiry such as card delivery, please contact support@neocard.com

How do I complain?

We’re sorry that you are dissatisfied with our service and wish to raise a complaint. You can submit a complaint via our online form or by writing to us at Topoliu str. 24A-2, Nemezio village, Vilnius district, LT-13262, Lithuania. We will thoroughly investigate your complaint and provide our findings and final response via email.

When filing a complaint, please always include:

  • your name and surname or the organization name;
  • contact details such as the phone number and email address;
  • details of the complaint (including when the conduct giving rise to the complaint occurred);
  • how you’d like us to put the matter right.

Kindly note, that we can only discuss account related matters from an email address registered to your account.

We acknowledge the complaint within 3 business days. Once received, we conduct an initial investigation into the issues that have given rise to the complaint which may take some days to conclude. Nonetheless, our aim is to resolve the complaint within 10 days and to undertake all the necessary measures to prevent this situation from happening again.

Out-of-court Settlement of Disputes Related to Financial Services

If you are dissatisfied with the way we have handled your complaint, you can submit it to the Bank of Lithuania within 1 (one) year from the date your complaint was sent to us. In this case, the Bank of Lithuania will act as an out-of-court dispute resolution body between consumers and financial service providers.

Bank of Lithuania address: Totoriu str. 4, LT-01121 Vilnius, Lithuania.
More information on their website.
Consideration of a complaint in the Bank of Lithuania is free of charge.

The body for out of court resolution of consumer disputes that do not fall within the competence of the Bank of Lithuania is the State Consumer Rights Protection Authority (SCRPA).

Address: Vilniaus str. 25, LT-01402, Vilnius, Republic of Lithuania.
More information on their website.

Authorized body for out of court resolution of disputes related to the processing of personal data

You have the right to file a complaint with the State Data Protection Inspectorate (SDPI), the Lithuanian supervisory authority for data protection issues.

Address: L. Sapiegos g. 17, 10312, Vilnius, Lithuania; e-mail: ada@ada.lt.
More information on their website.

Whistleblowing disclosure

You have the right to report about the infringements in institution in accordance with Republic of Lithuanialaw on Protection of Whistleblowers 28 November 2017 No XIII-804 (As last amended on 20 December 2018 – No XIII-1850) using Whistleblowing disclosure