Question
How to make a complaint to ZEN? How does ZEN process complaints? Is there a possibility to appeal a complaint decision?
Answer
Before submitting a claim/complaint, please contact our Support Team. It's possible that your problem may be solved right away!
However, if we have not been able to solve the problem, before submitting your complaint, please 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.
All ZEN customers and ex-customers are allowed to submit a complaint to ZEN no later than 3 months after the issue was detected. You can send your complaint via one of the following channels:
- E-mail address: hello@zen.com or office@zen.com, indicating in the subject line that your case is a complaint.
- Live chat in the ZEN app.
- Physical letter to the following address: UAB ZEN.COM, Lvivo g. 25-104, LT-09320, Vilnius, Lithuania.
Important
If you are sending your complaint via e-mail, remember to send it from the address associated with your ZEN account. If this is not possible, please let us know, and we will try to solve this issue by asking you to provide additional verification to clarify your identity.
What happens after submitting the complaint?
After submitting the complaint, you will receive a confirmation with a number for your case. We will respond to complaints about ZEN or ZEN's services in a written digital form (e-mail) in English, or other preferred language, if applicable.
We process complaints no later than 15 working days from the date of receipt of the complaint, subject to Point 8 of the ZEN Terms for Individual Users. 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. We will specify the date on which you will receive a final response. The complaint reply time may be extended to 35 business days.
Appealing the complaint decision
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: www.lb.lt). You can do so in Lithuanian or English languages via Bank of Lithuania Electronic Dispute Resolution System (weblink: http://www.lb.lt/gincu-sistema) 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 (prieziura@lb.lt) 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: https://www.lb.lt/en/disputes-between-consumers-and-financial-market-participants
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 https://www.financial-ombudsman.org.uk/ or call them on 0800 023 4567.