Holyheld Complaints Handling Policy

Last Update: 15.11.2025

We aim to provide exceptional service. If something goes wrong, we want to hear about it and resolve the issue as quickly and fairly as possible.

This page explains how you can make a complaint, how we will handle it, and what your rights are.

1. How to Make a Complaint

You can submit a complaint to us at any time using one of the following methods:

Email: support@holyheld.com

In‑app support: Via the Holyheld web or mobile applications support chat.

Complaints can be submitted in English or Lithuanian.

There is no fee for submitting a complaint.

2. What Counts as a Complaint

A complaint is any expression of dissatisfaction about our services, actions, delays, decisions, or communication — even if you do not specifically call it a “complaint”.

If you are unhappy, we want to know.

3. What Happens After You Submit a Complaint

Step 1 — Acknowledgement

We will confirm that we received your complaint within 1 business day.

Step 2 — Investigation

A member of our team will review your case, gather information and assess what happened.

Step 3 — Response

We will send you a full, clear and fair response:

  • Within 15 business days, or
  • If more time is needed, we will notify you and send the final response within 35 business days.

Step 4 — Resolution

If we made a mistake, we will put things right. If not, we will explain our decision clearly.

4. If You Are Unhappy With the Outcome

If you are not satisfied with our response, you have the right to escalate your complaint to an independent authority.

You may contact:

Bank of Lithuania (Supervisor) www.lb.lt

State Consumer Rights Protection Authority (VVTAT) www.vvtat.lt

Both authorities handle complaints independently and free of charge.

5. How We Use Your Information

We handle all complaint information in line with:

  • GDPR (EU 2016/679)
  • Lithuanian data protection laws
  • Our Privacy Policy

We only use your data to process your complaint.

6. Our Commitment to You

We promise to:

  • Treat every complaint seriously and fairly
  • Respond quickly and transparently
  • Explain our decisions clearly
  • Take corrective action where needed
  • Use complaint data to improve our services

Your feedback helps us build a better Holyheld. If you have any questions about the complaints process, please contact us at support@holyheld.com.