At Mintos, we’re committed to providing you with the best possible service. We value your feedback and understand that sometimes things might not go as smoothly as expected. If you've had an experience that didn't meet your expectations, we want to hear about it. This guide will help you share your concerns with us effectively.
Need help? Mintos Support is here for you!
For common questions or issues related to your account, such as:
- Overdue payments
- Pending Payments
- Deposits or withdrawals
- Account verification
- Your personal data
Please reach out to us first. This is the fastest way to get your concerns addressed.
When to file a formal complaint
If you've already contacted us and you're not satisfied with the resolution, you can file a formal complaint. This process helps us investigate matters thoroughly and make improvements. There's no charge for filing a complaint, but if you choose to send it by postal service, you'll be responsible for the postage costs.
Here are some examples of situations where a formal complaint is appropriate:
- Concerns about your data privacy (GDPR): If you believe your personal data hasn't been handled correctly.
- Technical issues with Mintos: If you're experiencing significant problems with our website or services.
- Unprofessional behavior: If you've encountered behavior from our staff that you believe is inappropriate.
- Serious errors by Mintos: If a significant mistake has been made that impacts you (please contact us for a faster resolution of minor issues).
- Delayed responses: If you’ve contacted us and haven't received a response within 5 business days.
- Any other major issues: If you're facing a serious problem that needs our attention.
How to submit your complaint
You can send your complaint in English or Latvian via email or postal service:
- Email: [email protected]
- Postal address: Mintos, Skanstes street 50, Riga, LV-1013, Latvia
What to include in your complaint
To help us resolve your complaint quickly and efficiently, please include the following information:
- Your full name. If you're contacting us on behalf of a company, include both the company name and the name of the authorized representative.
- Your Mintos account ID so we can locate your account faster.
- A clear description of the issue: What happened, when did it happen, and who was involved.
- Any relevant documents or screenshots that help explain or support your complaint.
- What you’d like to see as a result: Let us know how you think the issue could be resolved.
- How you’d prefer to hear back from us: — by email or postal mail.
The more information you provide, the better we can understand and address your concerns. Incomplete complaints may take longer to process. We may postpone the investigation until all requested information has been submitted. If the information remains incomplete, we may decline to investigate the complaint.
What happens after you submit your complaint?
- Complaints received during our business hours (08:00-16:00 CET) will be considered received on the same day. Complaints received outside business hours will be considered received on the next business day.
- We aim to respond to your complaint within:
- 15 business days for consumer complaints.
- 30 business days for complaints from legal entities.
- If we anticipate a delay, we'll let you know and provide an updated estimate (up to a maximum of 30 additional business days).
- You have the right to withdraw your complaint at any time by notifying us in writing.
What can you do if you're still not satisfied?
We hope to resolve your complaint to your satisfaction. However, if you're still not happy with our response, you can:
- contact the Consumer Rights Protection Centre if you're a consumer in Riga, Latvia
- contact Latvijas Banka via email or online form for legal violations
- contact the Ombudsman of the Finance Association of Latvia if applicable
- contact the supervisory authority for data protection, Datu Valsts inspekcija (www.dvi.gov.lv), if you believe that your personal data is not being processed in compliance with applicable laws
Your Privacy Matters
We handle your personal data with care, following the General Data Protection Regulation (GDPR). We keep complaint records for 10 years. Your information is secure, and access is restricted. If you want to access, correct, or delete your data, please contact [email protected].