Complaints

Handling customer complaints

If you have any question or are looking for a solution, we first invite you to contact tel. +370 5222 5555.

We suggest filling a complaint in the following ways:

• On our website: www.macteinvest.com;
• In your personal client cabinet following this link: https://client.macteinvest.com
• By phone +370 5222 5555;
• By e-mail [email protected]: attach a completed form or set out the situation in a letter;
• In person – please contact your client manager for setting up a meeting;
• By mail addressed to Macte Invest, FM AB, Narbuto 5-1, LT-08105, Vilnius, Lithuania.

The terms of the complaint processing:

The complaint shall be examined and a reply shall be provided as soon as possible, but not later than within 14 calendar days from the date of receipt of the complaint, unless a longer period is necessary for the examination of the complaint. If the complaint cannot be examined within the period of 14 calendar days, the Macte Invest FM AB shall notify the customer thereof, indicating the reason for the delay and the deadline by which the complaint will be examined and a response provided to the customer.

What must be stated in the complaint?

• Name, surname / company name;
• Date of birth or personal code / company code;
• Address of declared residence / company registered address;
• Date of complaint;
• Substance (matter) of the complaint (short content);
• The type of Macte invest FM AB service or product complained of;
• Customer requirements;
• How do you prefer to get a response to a complaint?
• If you are not satisfied with the answer provided by Macte invest FM AB or for other reasons you wish the complaint to be considered by a third party, you have the right to apply to the Bank of Lithuania within one year from applying to Macte invest FM AB for resolution of the dispute.

The Bank of Lithuania examines disputes between consumers and financial market participants, arising from loan, deposit, insurance and investment agreements as well as agreements on other financial services. Contacts of the Bank of Lithuania: Totorių st. 4, 01121, Vilnius, www.lb.lt

Please fill in the personal information required to provide the service / product of your choice correctly. We reserve the right to contact you regarding the provision of the service / product you are interested in. Your data will be processed in accordance with Macte Invest FM AB General Data Protection Regulation.