Complaint Procedure at AlphaPay

At AlphaPay, we are committed to delivering excellent service. If you ever feel your rights or interests have been affected by our services, we want to hear from you. Please follow the steps below to submit a complaint.

How to Submit a Complaint?

You can submit a complaint in writing in Lithuanian or English within three months of becoming aware of an issue. Use our provided form or write your own, making sure to include:

Your name and contact details (or, for businesses, your legal entity’s name, code, and address).

The date of your complaint.

A clear explanation of your issue, including what happened and which rights or interests were affected.

What resolution you’re seeking

If someone is submitting the complaint for you, include their ID and authorization documents.

Submit your complaint to AlphaPay through:

What Happens Next?

  • Review Time. We’ll review your complaint within 15 business days. If more time or information is needed, we’ll inform you and aim to resolve the issue within 35 business days.
  • Additional Information. If something is missing from your complaint, we’ll ask for it. You’ll have at least 7 days to respond. If you don’t provide the needed details, we may not be able to fully investigate your case.

We’ll keep you updated and give you a final response within the agreed timeframe.

What if You’re Not Satisfied?

If you’re a consumer and unhappy with our response, you can escalate the issue to the Bank of Lithuania:

For more details, visit: https://www.lb.lt/en/dbc-settle-a-dispute-with-a-financial-service-provider.

If your complaint is about services not supervised by the Bank of Lithuania, you won’t be able to escalate it in this way.

Fraud or Unauthorized Payment Complaints

We take fraud and unauthorized payment issues very seriously. To report such problems:

Please provide details, including transaction information, dates, and any related communication. This will help us investigate and resolve the issue quickly.

Thank you for choosing AlphaPay. Your feedback helps us improve, and we are committed to resolving any concerns you may have.