Handling of complaints
If you have any claims or complaints regarding the services provided by "Man ramu", UAB (hereinafter – "Man ramu", "We", or the "Company"), you may submit a written complaint via email to [email protected] or by mail to the address Verkių St. 31B-2, Vilnius, Republic of Lithuania.
The company considers only complaints that are properly and legibly written in the state language and signed. It is important to include the following in the complaint:
- The date of filing the complaint,
- Your First and Last Name, if you are a natural person,
- Name and registration number, if you are a legal entity,
- Your contact details – a contact telephone number (we will contact you if we have additional questions or need to request clarification regarding certain information) and an email address or postal address (which will be used to provide a response).
It is also important to clearly set out the substance of your complaint (i.e., information regarding which specific rights and/or legitimate interests of yours, related to the services provided by the Company, were violated and in what manner) as well as the circumstances and substantiated demands addressed to the Company. Copies of documents relevant to the complaint may be attached to it.
We will examine your complaint thoroughly and carefully. We are always guided by the principles of respect for human rights, justice, fairness, reasonableness, objectivity, and impartiality, and we aim to find an amicable solution to the situation that is mutually beneficial.
We will endeavor to examine your complaint and provide a response as soon as possible, but no later than 15 working days from the date of receipt. In exceptional cases where the complaint cannot be examined within the specified timeframe, we will inform you of the reasons for the delay and the date by which the complaint will be examined.
Regarding disputes between consumers and financial market participants arising from the provision of financial services, you have the right to apply to the Bank of Lithuania (https://www.lb.lt/lt) for out-of-court dispute resolution within one year of contacting the Company.
You can submit a complaint regarding the conduct of "Man ramu" employees—insurance brokers—and violations of their professional ethics to the Chamber of Insurance Brokers at https://www.dbr.lt/.
In all cases, you may defend your rights in court in accordance with the procedure established by law.