Complaint management policy

A Group of Montonio Finance companies ("Montonio" or "Company"), supervised by the Bank of Lithuania and providing services in accordance with issued licenses and applicable legislation, is determined to continuously improve the services provided to its customers and to ensure effective complaint management.

Due to regulatory requirements and the purpose indicated above, Montonio has prepared a Complaint Management Policy (the "Policy"), which sets the rules for implementing a consistent, diligent, efficient, and impartial approach throughout the Company for the handling of customer complaints.

What is considered a complaint?

In accordance with this Policy, a complaint is a written submission by a customer (the "Applicant") indicating that their rights or legitimate interests arising from or related to Montonio's services, contracts, or obligations have been violated, and where a response or individual resolution is expected.

(Note: General negative feedback or expressions of sentiment where the customer does not expect an individual response or specific remedy do not constitute a formal complaint.)

How to submit a complaint

A complaint may be submitted in any of the following written ways:

By Email: Send an email to support@montonio.com.
Via Chat: Submit your complaint using the Chat box available on our website.
By Post: Send a written letter to any of our publicly available official Montonio registry addresses.

What to include in your complaint

To help us resolve the issue as quickly as possible, the submitted complaint must include the following information:

The name, surname, and business name (if applicable) of the Applicant.
The Applicant's contact details.
The date of the complaint.
The object of the complaint: a description of the specific issue and information on what rights or legitimate interests have been violated.
Your requirements for Montonio, including your ideal resolution or how you would like us to put things right.
Any documents or evidence related to the complaint (e.g., bank statements, receipts, or screenshots).

How we process your complaint

All complaints received by Montonio are registered, managed, and resolved entirely free of charge in accordance with applicable legislation and the Company's internal complaint management procedures.

Acknowledgment: We will notify you of the acceptance of your complaint as soon as possible, but no later than the next business day.
Missing Information: If the information provided is incomplete or unclear, Montonio will request that you clarify or supplement the complaint.
Standard Resolution: Our internal target is to resolve complaints within 5 business days. Under no circumstances will the standard resolution exceed 15 business days from the date of receipt.
Extensions: If it is not possible to resolve the complaint within 15 business days due to its complexity or other valid reasons, you will be notified in writing of the reasons for the delay. In such exceptional cases, the absolute maximum deadline for a final response is 35 business days from receipt.
Language: Complaints shall be submitted, handled, and responded to in Lithuanian or Estonian (the official languages of the countries) or in English if the complaint was submitted in English.
Medium: Final response will be provided in writing via email or another durable medium.

Out-of-Court Dispute Resolution

If you are not satisfied with Montonio's response, or if you do not receive an answer within the 15 business days timeframe, you have the right to submit a complaint to the relevant out-of-court dispute resolution authority.

1. For complaints related to Payment Services (Provided by Montonio Finance UAB, Lithuania):

As Montonio Finance UAB is licensed by the Bank of Lithuania, the primary authority for payment-related disputes is the Bank of Lithuania, regardless of your country of residence. You have to submit your complaint to the Bank of Lithuania within 1 year of your initial complaint to Montonio.

· Via the electronic consumer dispute resolution system: E-Government Gateway.

· By post: Totorių g. 4, LT-01121 Vilnius, Lithuania.

· By email: prieziura@lb.lt or info@lb.lt.

· More information: www.lb.lt/en/disputes-between-consumers-and-financial-market-participants.

2. For complaints related to Consumer Credits (Estonia):

For financing and "buy now, pay later" services, Montonio Finance OÜ acts as a credit agent. Complaints regarding specific credit decisions, credit contracts, or loan terms should be directed to the respective Creditor (the financing partner/bank that provided the loan). If your dispute with Montonio or the Creditor remains unresolved, you may contact the Consumer Protection and Technical Regulatory Authority (TTJA):

· By post: Endla 10a, 10122 Tallinn, Estonia.

· By email: info@ttja.ee.

· Via website: www.ttja.ee.

3. For Cross-Border Customers (Latvia, Poland, and other EU countries):

Under EU law, you also have the right to submit a complaint through your local national out-of-court dispute resolution authority, which cooperates with our primary regulators.

· In Latvia: For financial services disputes, you may contact the Ombudsman of the Finance Latvia Association via their website (www.financelatvia.eu/en/ombudsman). For general consumer disputes, you may contact the Consumer Rights Protection Centre (PTAC) at Brīvības iela 55, Riga, LV-1010, or via their website (www.ptac.gov.lv).

· In Poland: You may contact the Financial Ombudsman (Rzecznik Finansowy) at ul. Nowogrodzka 47A, 00-695 Warsaw, or via their website (www.rf.gov.pl).

4. For complaints related to personal data processing and privacy:

Under the General Data Protection Regulation (GDPR), you have the right to lodge a complaint with a supervisory authority in the EU Member State of your habitual residence, your place of work, or the place of the alleged infringement. You may also submit a complaint to the data protection authority where the respective Montonio entity is established:

· Lithuania: State Data Protection Inspectorate (Valstybinė duomenų apsaugos inspekcija), L. Sapiegos g. 17, LT-10312 Vilnius; email: ada@ada.lt; website: www.vdai.lrv.lt.

· Estonia: Estonian Data Protection Inspectorate (Andmekaitse Inspektsioon), Tatari 39, 10134 Tallinn; email: info@aki.ee; website: www.aki.ee.

You also retain the right to seek resolution through the courts at any time, regardless of whether you have used any of the above out-of-court procedures.

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