Complaints Process

In the unlikely event of you having any reason to feel dissatisfied with any aspect of our service, in the first instance you should contact our client services team on +370 665 24566, or email support@mas-digital.com, as the vast majority of complaints can be dealt with at this level.

If our client services team is unable to resolve the matter you may refer it as a complaint to our compliance department. Please set out the complaint clearly, ideally in writing. The client must submit the complaint by sending an email to support@mas-digital.com or via post directly to the Compliance Department using the following address:

Compliance Department

MAS Digital
Jasinskio st. 16, LT-03163 Vilnius, Lithuania

The compliant shall be logged with MAS Digital as soon as practical. The client must provide all the following information in the complaint:

• First name and surname;
• Company Name;
• Contact information;
• Wallet address/account number;
• Description of the circumstances and time of occurrence the complaint is based on;
• Identification numbers of relevant transaction orders if necessary;
• If possible, documents or copies that would support the claim should be included;

MAS Digital has the right to refrain from reviewing a complaint if the complaint:

• Does not comply significantly with the format requirements;
• Does not enable to identify the applicant’s identity;
• Does not include the basis of submitting a complaint.

Should the above occur, MAS Digital will naturally inform the client and request further information.

The compliance department will notify the client of its receipt of the complaint by email or to the client’s registered address. The compliance department will carry out an impartial review of the complaint with a view to understanding what did or did not happen and to assess whether we have acted fairly within our rights and have met our contractual and other obligations. A full written response will be provided within eight weeks of receiving the complaint.

In the event that a situation arises that is not covered by the customer agreement, we will resolve the matter on the basis of good faith and fairness and, where appropriate, by taking such action as is consistent with market practice.

If we’re unable to resolve a dispute internally, you can choose to raise the complaint via the Complaints against a financial service provider | Bank of Lithuania (lb.lt), however it is likely that you will be referred to the FOS whose details are outlined above.’ Could you please revome ‘), however it is likely that you will be referred to the FOS whose details are outlined above.’? So it is left as ‘If we’re unable to resolve a dispute internally, you can choose to raise the complaint via the Complaints against a financial service provider | Bank of Lithuania (lb.lt).

Click here to download the document to be filled.