Making a complaint to ZEN


How to make a complaint? How quickly does ZEN process complaints? Is there a possibility to appeal a complaint decision?


Before submitting a claim/complaint, please contact our Customer Care team. There is always a chance that your problem may be solved right away!

However, if you have not been able to solve the problem without submitting a complaint, before submitting your application, prepare:

  • Description - as accurate as possible. In the case of possible financial complaints regarding transactions or fees, the amount and date of the described event should be provided.
  • Documents, scans, screenshots containing additional information, e.g. correspondence, receipts that you have obtained.

You can send your complaints to, indicating in the subject line that your case is a complaint.


Remember to send such an email from the address associated with your ZEN account. Otherwise, the application will not be properly accepted.

After submitting the complaint to the appropriate team, you will receive a return confirmation with a number for your case.

We process complaints immediately, subject to Point 8 of the ZEN Terms for Individual Users, no later than 15 working days from the date of receipt of the complaint.

If we are unable to respond to your complaint within 15 working days for reasons beyond our control, we will send a notice to your e-mail address, clearly indicating the reasons for the delay in responding to the complaint and specifying the date on which you will receive a final response.

The complaint may be extended to 35 business days.

Additional information

If you are not satisfied with ZEN's response you can open a dispute by contacting the Lithuanian financial supervisory authority the Bank of Lithuania (Totorių str. 4, 01121 Vilnius, Lithuania; website: You can do so in Lithuanian or English languages via Bank of Lithuania Electronic Dispute Resolution System (weblink: or you can submit an application for a settlement of a consumer dispute by filling in the Consumer Application Form and sending it to the Legal and Licensing Department of the Bank of Lithuania by email ( or by post to address: Žalgirio str. 90, 09303 Vilnius, Lithuania. More information about how to submit an application to the Bank of Lithuania can be found here:

If you are a UK resident and you are not happy with how we've dealt with your complaint and would like to take the matter further, you can contact the Financial Ombudsman Service within 6 months from the date of ZEN's Final Response Letter. To take a complaint to the Financial Ombudsman Service, or to find out more about the service, go to or call them on 0800 0800 023 4567.

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