Important information
UAB Finora Bank
Address: Žalgirio g. 90, LT-09303 Vilnius
Business code: 305156796
PVM ID: LT100012799113
IBAN: EE03700771006167564
Swift code: FNRKLT22
Finora Bank UAB Estonian branch
Address: Narva mnt. 5, 10117 Tallinn
Business code: 16905996
PVM ID: EE102702329
IBAN: EE274204278633382020
Swift code: FNRKEE22
You can submit a complaint if you’re a client or applicant of Finora Bank (including the Estonian branch) and are unhappy with our services. It’s free, and you can write in Lithuanian, Estonian, or English. A representative may act for you if you provide authorization.
How to submit:
Email: info@finorabank.eu. By mail or in writing to our registered office or any Bank employee. (Anonymous complaints are normally not accepted.)
Include in your complaint:
Your contacts, date, what happened, what you want as a resolution, and authorization if sent by a representative.
How we handle it
Every complaint is registered once received. The Chief Legal Officer reviews it, may contact you, and issues one of three outcomes:
1. Accept with remedy
2. Offer remedy without formal acceptance
3. Reject with reasons
Timelines:
– Standard reply: within 15 business days
– Estonia (legal persons): within 30 days
– If more time is needed, we send a preliminary reply. Final answer no later than 35 business days.
If you are a consumer and still unhappy with our response:
Lithuania: You can contact the Bank of Lithuania for free out-of-court dispute resolution within 1 year of filing your complaint with Finora Bank. www.lb.lt/gincu-sistema.
Estonia: You can contact the Financial Supervision and Resolution Authority: www.fi.ee.
Estonian consumers may also contact the Consumer Protection and Technical Regulatory Authority.
EU cross-border cases: You can use the FIN-NET network for dispute resolution: www.finance.ec.europa.eu/
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