How we handle complaints

We care about your experience

We strive to deliver high-quality customer service and meet your expectations. We take all concerns and complaints seriously and work with you to resolve any issues that you raise with us. We encourage feedback from our customers and welcome the opportunity to put things right where you may not be fully satisfied.

Our complaints handling procedure allows us to investigate your concerns and gather any additional information you provide, allowing us to resolve issues quickly and effectively. By adhering to a structured complaints process, we continuously improve our service and ensure effective communication with our customers.

How to make a complaint

To raise a complaint with us, you can email us at [email protected]. Alternatively, if you prefer to submit your complaint in writing, please contact us at:

o TransferGo Lithuania UAB: Palangos str. 4, Vilnius, Lithuania—if you’re sending money from the EU and EEU zones
or

o TransferGo Ltd: 1a Old Street Yard, White Collar Factory, EC1Y 8AF, London, United Kingdom—if you’re sending money from the UK.

Also, when you speak to a Customer Support agent on the phone (all our phone numbers are here), you can ask to escalate the complaint to the manager. To ensure the protection of personal data, our employees will ask you to verify your identity by answering some questions.

When you make a complaint

We stick to our complaints handling procedure to ensure we address all issues and concerns quickly and effectively.

When you raise a complaint with us, you can expect:

– Your complaint to be resolved in a timely, effective, and fair manner.
– An experienced and trained employee to handle your complaint.
– A written acknowledgment within 2 business days of receiving your complaint.
– All responses to be in writing.
– Your complaint to be fully investigated.
– To receive our findings and final decision within 15 business days of the initial complaint being received. In some cases, we may need to extend this to 35 days to ensure a thorough investigation. However, we will keep you informed and do our best to handle it as soon as possible.
– Details of our investigation and findings regarding the issues you raised, including the measures and actions taken as a result of your complaint.
– Updates on our progress if we are unable to provide a satisfactory response within our target response times.
– Details of any relevant authority if you are not satisfied with our final decision.

If you’re not happy with the outcome

Here’s what you can do…

For issues with TransferGo Lithuania UAB:

If you’re a business customer and you’re not satisfied, you can take it up with the court in Lithuania.
If you’re an individual customer and you’re not satisfied, you can follow the rules set out in Lithuanian law.

To send your complaint to the Bank of Lithuania, you can either:
– Send a letter to Totorių g. 4, 01121 Vilnius
– Email [email protected]
– Use the Bank of Lithuania’s system at https://www.lb.lt/en/how-can-i-apply-for-dispute-settlement

For complaints about TransferGo LTD:

If you’re eligible (consumers, micro-enterprises, small charities and small trusts), and if the complaint is not resolved or we didn’t give you a final response letter, you can contact the Financial Ombudsman Service within 6 months.

Here’s how to reach them:
– Write to Financial Ombudsman Service, Exchange Tower, London E14 9SR.
– Call 0800 023 4 567 or if you’re calling from outside the UK, dial +44 20 7964 0500
– Email [email protected]
– Visit www.financial-ombudsman.org.uk for more info.

If you don’t fit into any of these categories, we’ll still do our best to handle your complaint fairly and objectively.