{"id":1544,"date":"2021-04-07T12:05:35","date_gmt":"2021-04-07T09:05:35","guid":{"rendered":"https:\/\/satchel.eu\/?page_id=1544"},"modified":"2026-07-03T16:39:48","modified_gmt":"2026-07-03T13:39:48","slug":"rules-on-investigation-of-complaints-satchel","status":"publish","type":"page","link":"https:\/\/satchel.eu\/lt\/rules-on-investigation-of-complaints-satchel\/","title":{"rendered":"Skund\u0173 tyrimo taisykl\u0117s"},"content":{"rendered":"

Skund\u0173 tyrimo taisykl\u0117s<\/h1>\n

I. Bendrosios nuostatos<\/strong><\/h3>\n

1.\u00a0 \u0160ios Skund\u0173 nagrin\u0117jimo taisykl\u0117s (\u201eTaisykl\u0117s\u201c)<\/strong> nustato tvark\u0105, kuria UAB \u201eSatchelpay\u201c (\u201eBendrov\u0117<\/strong>\u201c) nagrin\u0117ja savo klient\u0173 ar potenciali\u0173 klient\u0173 (toliau \u2013 Parei\u0161k\u0117jas<\/strong>) skundus d\u0117l Bendrov\u0117s teikiam\u0173 finansini\u0173 paslaug\u0173 ar su ja sudaryt\u0173 sutar\u010di\u0173 (\u201eSkundas<\/strong>\u201c). \u0160ios taisykl\u0117s vienodai taikomos tiek fizini\u0173, tiek juridini\u0173 asmen\u0173 pateiktiems skundams.<\/p>\n

2. \u0160ios taisykl\u0117s parengtos vadovaujantis Lietuvos Respublikos mok\u0117jim\u0173 \u012fstatymu, Lietuvos Respublikos elektronini\u0173 pinig\u0173 ir elektronini\u0173 pinig\u0173 \u012fstaig\u0173 \u012fstatymu, 2013 m. bir\u017eelio 6 d. Lietuvos banko valdybos nutarimu Nr. 03-105 \u201eD\u0117l Finans\u0173 rinkos dalyvi\u0173 gaunam\u0173 skund\u0173 nagrin\u0117jimo taisykli\u0173 patvirtinimo\u201c ir kitais taikomais teis\u0117s aktais.<\/p>\n

II. Skundo apimtis<\/strong><\/h3>\n

3. Bet koks Bendrovei pateiktas nepasitenkinimo Bendrov\u0117s veiksmais ar neveikimu i\u0161rei\u0161kimas laikomas Skundu, neatsi\u017evelgiant \u012f pateikimo form\u0105, komunikacijos kanal\u0105 ar Parei\u0161k\u0117jo naudojam\u0105 terminologij\u0105.<\/p>\n

4. Skundais nelaikomi: (a) pra\u0161ymai identifikuoti mok\u0117jimo mok\u0117toj\u0105, mok\u0117jimo mok\u0117toj\u0105 ar asmen\u012f, \u012fne\u0161ant\u012f l\u0117\u0161as; (b) pra\u0161ymai pad\u0117ti gr\u0105\u017einti mok\u0117jimus ar gav\u0117jo tapatyb\u0119; (c) pra\u0161ymai pateikti mok\u0117jimo dokument\u0173 kopijas; (d) pasi\u016blymai d\u0117l paslaug\u0173 tobulinimo ar produkt\u0173 modifikavimo; (e) klausimai, susij\u0119 su veikla, kurios nereglamentuoja finans\u0173 rinkos \u012fstatymai ir nepri\u017ei\u016bri Lietuvos bankas.<\/p>\n

Siekiant i\u0161vengti abejoni\u0173, jei prane\u0161imo turinys rodo nepasitenkinim\u0105 Bendrov\u0117s veiksmais ar neveikimu, toks prane\u0161imas laikomas Skundais.<\/p>\n

5. Jei Bendrov\u0117 n\u0117ra atsakinga u\u017e Skunde nurodyt\u0105 veikl\u0105, Bendrov\u0117 prane\u0161a Parei\u0161k\u0117jui, pateikia prie\u017eastis ir, jei \u012fmanoma, nurodo atitinkam\u0105 asmen\u012f ar \u012fstaig\u0105.<\/p>\n

III. Skundo pateikimas<\/h3>\n

6. Parei\u0161k\u0117jas privalo pateikti Skund\u0105 Bendrovei nedelsdamas ir bet kuriuo atveju per 3 (tris) m\u0117nesius nuo tos dienos, kai Parei\u0161k\u0117jas su\u017einojo arba tur\u0117jo su\u017einoti apie klausim\u0105, d\u0117l kurio pateiktas Skundas. \u0160is terminas netaikomas Skundams d\u0117l neautorizuot\u0173 ar netinkamai atlikt\u0173 mok\u0117jimo operacij\u0173, kuriems taikomas Mok\u0117jim\u0173 \u012fstatymo 36(1) straipsnyje ir Bendrov\u0117s bendrosiose s\u0105lygose nustatytas 13 m\u0117nesi\u0173 prane\u0161imo terminas.<\/p>\n

7. Skunde turi b\u016bti nurodyta: (a) fiziniams asmenims \u2013 vardas, pavard\u0117, gimimo data, kontaktiniai duomenys (el. pa\u0161to adresas ir (arba) telefono numeris); (b) juridiniams asmenims \u2013 pavadinimas, registracijos kodas, registruotas adresas, kontaktiniai duomenys; (c) skund\u017eiamo klausimo data ir aplinkyb\u0117s; (d) ai\u0161kus problemos apra\u0161ymas ir Bendrov\u0117s veiksmai, su kuriais Parei\u0161k\u0117jas nesutinka; (e) Parei\u0161k\u0117jo l\u016bkes\u010diai d\u0117l rezultato.<\/p>\n

8. Skundas turi b\u016bti pateiktas lietuvi\u0173 arba angl\u0173 kalba ir pasira\u0161ytas Parei\u0161k\u0117jo arba jo \u012fgalioto atstovo. Jei Skund\u0105 teikia atstovas, atstovas turi pateikti asmens tapatyb\u0117s dokumento kopij\u0105 ir \u012fgaliojim\u0105 ar kit\u0105 dokument\u0105, patvirtinant\u012f teis\u0119 veikti Parei\u0161k\u0117jo vardu.<\/p>\n

9. Parei\u0161k\u0117jas yra atsakingas u\u017e pateikt\u0173 kontaktini\u0173 duomen\u0173 tikslum\u0105. Bendrov\u0117 naudos Skunde pateiktus kontaktinius duomenis bendraudama Skundo nagrin\u0117jimo proceso metu. Jei Parei\u0161k\u0117jas pateik\u0117 el. pa\u0161to adres\u0105, Bendrov\u0117 gali bendrauti el. pa\u0161tu.<\/p>\n

10. Skundas gali b\u016bti pateiktas nemokamai \u0161iais kanalais: (a) registruotu pa\u0161tu adresu: SatchelPay, UAB, Gele\u017einio vilko g. 18A, LT-08104, Vilnius, Lietuva; (b) el. pa\u0161tu adresu info@satchel.eu; (c) naudojant internetin\u0119 skundo form\u0105 adresu https:\/\/satchel.eu\/customer-complaint-form\/.<\/p>\n

\u017dod\u017eiu arba kitais komunikacijos kanalais pateikti skundai taip pat laikomi Skundais, kuri\u0173 turinys rodo nepasitenkinim\u0105 Bendrov\u0117s veiksmais ar neveikimu, su s\u0105lyga, kad Bendrov\u0117 u\u017eregistruoja Skund\u0105.<\/p>\n

11. Jei Skunde n\u0117ra tyrimui reikalingos informacijos, Bendrov\u0117 gali papra\u0161yti Parei\u0161k\u0117jo pateikti papildomos informacijos ar dokument\u0173 per proting\u0105 laik\u0105, kuris negali b\u016bti trumpesnis nei 7 (septynios) kalendorin\u0117s dienos. Jei tr\u016bkumai i\u0161taisomi per nustatyt\u0105 termin\u0105, Skundas laikomas pateiktu j\u0173 i\u0161taisymo dien\u0105. Jei Parei\u0161k\u0117jas tr\u016bkum\u0173 nei\u0161taiso, Bendrov\u0117 gali atsisakyti nagrin\u0117ti Skund\u0105 ir apie tai informuoti Parei\u0161k\u0117j\u0105.<\/p>\n

12. Bendrov\u0117 gali atsisakyti nagrin\u0117ti Skund\u0105, kuris yra susij\u0119s su tuo pa\u010diu klausimu ir grind\u017eiamas tais pa\u010diais pagrindais, kaip ir jau i\u0161tirtas ir i\u0161spr\u0119stas Skundas d\u0117l to paties Parei\u0161k\u0117jo. Bendrov\u0117 informuoja Parei\u0161k\u0117j\u0105 apie tok\u012f sprendim\u0105.<\/p>\n

IV. Skundo tyrimas<\/h3>\n

13. Bendrov\u0117 nagrin\u0117ja Skundus vadovaudamasi s\u0105\u017einingumo, objektyvumo, ne\u0161ali\u0161kumo, protingumo ir pagarbos Parei\u0161k\u0117jo teis\u0117ms principais. Atsi\u017evelgiama \u012f visas Bendrovei prieinamas svarbias aplinkybes ir \u012frodymus.<\/p>\n

14. Bendrov\u0117 laiko su Skundais susijusi\u0105 informacij\u0105 konfidencialia ir atskleid\u017eia j\u0105 tik tiems asmenims, kuriems tai b\u016btina tyrimui ir sprendimui. Asmens duomenys tvarkomi tik tiek, kiek b\u016btina Skundui nagrin\u0117ti.<\/p>\n

V. Atsakymas ir sprendimas<\/h3>\n

15. Skundas i\u0161tiriamas ir Parei\u0161k\u0117jui pateikiamas ra\u0161ytinis atsakymas kuo grei\u010diau ir bet kuriuo atveju ne v\u0117liau kaip per 14 (keturiolika) kalendorini\u0173 dien\u0173 nuo Skundo gavimo dienos. Tas pats terminas taikomas visiems Parei\u0161k\u0117jams, nesvarbu, ar tai fiziniai, ar juridiniai asmenys, vartotojai ar ne vartotojai.<\/p>\n

16. Kai i\u0161imtiniais atvejais d\u0117l nuo Bendrov\u0117s nepriklausan\u010di\u0173 prie\u017eas\u010di\u0173 Skundo negalima iki galo i\u0161tirti per 14 kalendorini\u0173 dien\u0173, Bendrov\u0117 ra\u0161tu informuoja Parei\u0161k\u0117j\u0105 iki pradinio termino pabaigos, nurodo v\u0117lavimo prie\u017eastis ir nauj\u0105 termin\u0105. Bet kuriuo atveju, maksimalus skundo nagrin\u0117jimo laikotarpis negali vir\u0161yti 35 (trisde\u0161imt penki\u0173) darbo dien\u0173 nuo Skundo gavimo dienos.<\/p>\n

17. Atlikusi tyrim\u0105, Bendrov\u0117 priima vien\u0105 i\u0161 \u0161i\u0173 sprendim\u0173: (a) patenkinti Skund\u0105; (b) i\u0161 dalies patenkinti Skund\u0105; (c) atmesti Skund\u0105.
\nJei Skundas patenkinamas arba i\u0161 dalies patenkinamas, Bendrov\u0117 nedelsdama \u012fgyvendina taisom\u0105sias priemones.<\/p>\n

18. Jei Skundas atmetamas arba tik i\u0161 dalies patenkinamas, Bendrov\u0117s atsakymas turi b\u016bti motyvuotas ir pagr\u012fstas faktin\u0117mis i\u0161vadomis, taikomais teis\u0117s aktais ir sutar\u010di\u0173 nuostatomis. Atsakyme Parei\u0161k\u0117jas papildomai informuojamas apie: (a) vartotoj\u0173 \u2013 teis\u0119 kreiptis \u012f Lietuvos bank\u0105 kaip vartotoj\u0173 gin\u010d\u0173 sprendimo \u012fstaig\u0105, \u012fskaitant jos kontaktinius duomenis; (b) ne vartotoj\u0173 \u2013 teis\u0119 perduoti gin\u010d\u0105 spr\u0119sti Lietuvos Respublikos teismams.<\/p>\n

19. Bendrov\u0117s sprendimas Parei\u0161k\u0117jui prane\u0161amas registruotu pa\u0161tu, el. pa\u0161tu arba bet kuriuo kitu Bendrov\u0117s ir Parei\u0161k\u0117jo sutartu kanalu.<\/p>\n

VI. Baigiamosios nuostatos<\/h3>\n

20. Bendrov\u0117 saugo Skundus ir susijusius dokumentus ne trumpiau kaip 3 (trejus) metus nuo galutinio atsakymo datos, vadovaudamasi taikomais teis\u0117s aktais.<\/p>\n

21. Bendrov\u0117 pateikia apibendrint\u0105 informacij\u0105 apie Skundus Lietuvos bankui, vadovaudamasi taikomais prie\u017ei\u016bros reikalavimais.<\/p>\n

22. \u0160ioms taisykl\u0117ms taikoma Lietuvos Respublikos teis\u0117.<\/p>\n

23. Bendrov\u0117 gali bet kada keisti \u0161ias Taisykles. Pakeistos taisykl\u0117s \u012fsigalioja j\u0173 paskelbimo Bendrov\u0117s interneto svetain\u0117je dien\u0105, i\u0161skyrus atvejus, kai Mok\u0117jim\u0173 \u012fstatymas ar kitas privalomas \u012fstatymas reikalauja i\u0161ankstinio klient\u0173 informavimo.<\/p>\n","protected":false},"excerpt":{"rendered":"

Skund\u0173 tyrimo taisykl\u0117s I. Bendrosios nuostatos 1.\u00a0 \u0160ios Skund\u0173 nagrin\u0117jimo taisykl\u0117s (\u201eTaisykl\u0117s\u201c) nustato tvark\u0105, kuria UAB \u201eSatchelpay\u201c (\u201eBendrov\u0117\u201c) nagrin\u0117ja savo klient\u0173 ar potenciali\u0173 klient\u0173 (toliau \u2013 Parei\u0161k\u0117jas) skundus d\u0117l Bendrov\u0117s teikiam\u0173 finansini\u0173 paslaug\u0173 ar su ja sudaryt\u0173 sutar\u010di\u0173 (\u201eSkundas\u201c). \u0160ios taisykl\u0117s vienodai taikomos tiek fizini\u0173, tiek juridini\u0173 asmen\u0173 pateiktiems skundams. 2. \u0160ios taisykl\u0117s parengtos vadovaujantis…<\/p>\n","protected":false},"author":5,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"templates\/template-rules-on-investigation-of-complaints-satchel-v2.php","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-1544","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"\nSkund\u0173 nagrin\u0117jimo 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