Looking for support or have question?

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

Looking to share your experience with us?

Weare committed to ensuring that our Services meet your expectations, and we value any feedback you have. So we invite you to share your experience with us, your thoughts and suggestions on how we could improve our Services.

How to make a complaint?

If we have made a mistake, or our Service or some of its parts have not met your expectations, we have procedures in place to deal with your concerns effectively and correctly. So please follow the steps mentioned below. 

Policy statement

As an authorised electronic money institution, UAB NEOCARD fully accepts its responsibility to treat complainants fairly. Therefore, our policy is to respond to your complaints as quickly as possible and take each complaint seriously.

Making a complaint

You may submit any complaint regarding our Services by:

  • using our online form
  • writing to us at Topoliu str. 24A-2, Nemezio village, Vilnius district, LT-13262, Lithuania.

When you file a complaint or write us, please give us the following information:

  • your name, surname, or legal name;
  • your registered email address in Neocard. Please provide your preferred email address if you do not have an account with us;
  • a summary of your complaint, including any action you have already taken to deal with the issue and data that served as a basis for the complaint or other documents which indicate why you reasonably believe that we violated your legal rights and interests while providing the Services;
  • what are your expectations from us?

Examination of your complaint by us is free of charge.

At this stage, we will usually direct complaints to the member of staff with whom they have been dealing or to Customer Support.

The time limit for reply

After we receive your complaint, we will confirm receipt of your it and indicate the time limit within which we will submit our reply to you.

You will receive our reply to your email. We will communicate with you in the language used to communicate under the Service Agreement or Lithuanian unless otherwise agreed between you and us.

Sometimes we must conduct an internal investigation and/or collect additional information, as it depends on the complexity of the submitted complaint, and the deadline for submitting a reply may also vary. However, we make every effort to provide an answer as soon as possible, but no later than 15 (fifteen) Business days.

If we cannot provide the final answer within 15 (fifteen) Business days, we will inform you about that by sending you a non-final response (holding response). This holding response will indicate the reason for the delay, a further indication of what is happening with the complaint, and the deadline when you can expect to receive our response, which could not exceed 35 (thirty-five) Business days from receiving the complaint.

If we are not responsible for the actions indicated in your complaint, we will tell the reasons for the refusal to accept and consider the complaint and, if possible, indicate the financial market participant responsible for evaluating such complaint.

Final Response

We will provide you with a final response and summary outcome once we complete the investigation.

If you are not satisfied with the decision made by us, or we cannot resolve the complaint after contacting all parties, or our resolution is considered insufficient or inappropriate for you, you have the right to use other legal remedies to protect your rights, and submit a claim to the Bank of Lithuania as our supervisory authority and the institution of alternative (out-of-court) dispute resolution between consumers and us under the procedure established by them.

Please note that you can submit your claim to the Bank of Lithuania within 1 (one) year of the date you sent your complaint to us. If such one-year term is missed, then you can no longer apply to the Bank of Lithuania regarding the dispute.

Address: Totoriu str. 4, LT-01121 Vilnius, Lithuania.
More information on their website.

The Bank of Lithuania deals with the consumers’ disputes free of charge.

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

The out-of-court dispute resolution authority for 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

You may address Data Protection-related complaints to the Lithuanian supervisory authority for data protection issues – the State Data Protection Inspectorate (SDPI)

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