We try to do whatever we can to make sure you enjoy our services without any issues. But, sometimes we can get something wrong. In this case we want to make it right, and ensure we learn from any mistakes. We take all complaints seriously, and will ensure you are treated fairly and your complaint is dealt with as soon as possible.
Making a Complaint
Lama has established an internal complaints procedure to ensure your complaint is dealt with efficiently and by the correct person.
If you feel dissatisfied with any aspect of our service, then in the first instance please contact our Customer Support Team at complaints@mylama.eu or send a letter to the following address:
LamaTechnology FS, UAB
M?sini? str. 5
LT-01133
Vilnius, Lithuania
To help us investigate and resolve the problem as quickly as possible, please make sure you give us the following information:
• Your phone number, your name and your email address or mailing address
• A clear description of your concern or complaint
• Details of what you would like us to do to put it right
• Copies of any relevant documents (if applicable)
• A daytime telephone number where we can contact you
The first step is for us to be clear on what the problem is and to identify with you what we can do to put it right. The more information you can give us the better.
We will try to resolve your complaint immediately and with minimum inconvenience to you. However, sometimes we will not be able to solve the problem for you immediately. If we are unable to resolve your complaint within three (3) business days or if you are not happy with the response from the Customer Support Team, you may ask the Customer Support Team to escalate it to our Escalations Department which will:
• Send an acknowledgement of your complaint in writing within 2 business days.
• Confirm who will handle your complaint, and how you can contact them.
• If your complaint is particularly complex in nature, we will keep you informed of the progress we are making as we continue our investigations.
In any event, we will endeavour to resolve your complaint and provide you with a full response within 15 business days. These may be extended up to 30 calendar days in exceptional circumstances. If we are unable to provide you with a final response within 15 business days we will provide you:
• An explanation as to why we are unable to provide you with a final response and with an indication as to when you will get one.
In our final response we will include:
• A summary of your complaint
• A summary of the outcome of our investigation
• Whether we acknowledge there has been any fault on our side and whether the complaint will be upheld
• Details of any offer to settle the complaint and how long this offer will remain open
Complaints in relation to eletronic money services
If you are not satisfied with our handling of your complaint, for matters related to e-money services, you may be able to refer it to the Bank of Lithuania.
Complaints in relation to cryptocurrency services
For matters related to cryptocurrency services, you will NOT be able to refer your complaint to the Bank of Lithuania.
Complaints in relation to data protection
If your complaint is in relation to Data Protection, and we are unable to provide you with a final response within one calendar month we will write to you with:
