Complaints handling procedure

Last updated: September 10, 2026

Our complaints process is unchanged by the changes of the Gnosis Pay card. The contact address, response times and escalation routes below all continue to apply.

How to make a complaint

Email complaints@gnosispay.com. We'll review and carefully consider your complaint.

What happens next

We acknowledge it within 24 hours,

so you know it's been received and is being worked on.

We respond within 15 days,

or within 35 days if the complaint needs additional investigation. If we need longer to look into something properly, our final response will still come no more than 35 days from the date of your initial complaint. Additional investigation may include seeking advice from independent third parties.

If our response doesn't resolve it,

we'll check whether that first response was appropriate and consider any additional facts you've raised. We may also seek external advice at this stage.

Escalating your complaint

To Monavate, our card issuer:

If you're in the UK

Having exhausted the procedure above, you may complain to the Financial Ombudsman Service:

If you're in the EEA

Following a response from UAB Monavate, if you're still not satisfied you may apply to the Bank of Lithuania to settle the dispute. Two time limits apply:

  • You must first apply to us, setting out the circumstances and your claim, no later than 3 months from the day you became aware of the possible violation of your rights.

  • If our reply doesn't satisfy you, or you don't receive one, you have 1 year from contacting us to apply to the Bank of Lithuania. After that you lose the right to apply for the same dispute.

You can apply via the "E-Government Gateway" electronic dispute settlement tool, or by sending the Consumer Application Form (or a free-form application) to the Bank of Lithuania Supervision Service, Žalgirio str. 90, LT-09303, Vilnius, Lithuania, or by email to pt@lb.lt.

More information: https://www.lb.lt/en/dbc-settle-a-dispute-with-a-financial-service-provider

If you believe we've breached financial market legislation, you may file a complaint with the Bank of Lithuania in writing to Totorių str. 4, LT-01121 or Žalgirio str. 90, LT-09303, Vilnius; by email to info@lb.lt or pt@lb.lt; by fax on (8 5) 268 0038; or via the online form on their website.

If a dispute can't be resolved through negotiation, it may be settled in the courts of the Republic of Lithuania under Lithuanian law.

Our commitment

This policy applies to all employees receiving or managing complaints from the public about our services, products, employees and complaint handling. We're committed to communication that is fair, clear and not misleading, and to treating the interests and needs of every customer with care.

We close complaints once resolved and keep copies of relevant correspondence on backed-up systems. We carry out root-cause analysis on complaints and use what we learn to improve both the procedure and our training.

Changes to this policy

We reserve the right to change this policy at any time without notice, so please check for the latest version.