We hope that you never have to complain about our products or services, however, we understand that on some occasion’s things can go wrong. Where we are at fault, we want to rectify the issues as quickly as
possible.
You can tell us about your complaint by clicking submitting a request and selecting "Log a complaint" from the drop down. Alternatively you can also email customer.complaints@solarisgroup.co.uk
LET’S FIND OUT WHAT WENT WRONG
If we can’t resolve your complaint within 3 working days ,or your complaint is of a more serious nature, we will assign a suitable member of staff to investigate your complaint. We will write to you within 5 days of receiving your complaint to confirm receipt and that your concerns are being investigated.
Once all information is received, we will then investigate your complaint, and will write to you within 15 working days to set out our assessment of the situation.
If you remain unhappy with our response or if we cannot resolve your complaint, you have the right to refer the complaint.
STILL NOT HAPPY? REFERRAL TO THE BANK OF LITHUANIA
If our complaints procedure has been exhausted and you are still unhappy, you may contact the Bank of
Lithuania.
The Bank of Lithuania is an independent and impartial service that looks to settle disputes between financial services firms and their customers.
You can do this by contacting the Bank of Lithuania who will independently review and look to settle disputes between financial services and their customers.
According to Lithuanian Law you can contact within one year them using the below details and provide the appropriate form available on the Bank of Lithuania website (https://www.lb.lt/en/dbc-settle-a-dispute-with-a-financial-service-provider#ex-1-4):
Letter: Žalgirio g. 90, LT-09303, Vilnius
Email: info@lb.lt (containing the completed application form)