Complaints Policy

Your financial success and happiness are our most important objectives, therefore we try to do whatever we can to make sure you can save, invest, and control your spending with Plum without any issues. But, sometimes we can get something wrong. In this case we want to make it right, and ensure we learn from any mistakes. We take all complaints seriously, and will ensure you are treated fairly and your complaint is dealt with as soon as possible.

Making a complaint

If you feel dissatisfied with any aspect of our service, then in the first instance please contact Plum at help@withplum.com or send a letter to the following address:

Plum Fintech CY Limited
5 Tyrtaiou, City Home 71, Flat 401,
1087, Nicosia, Cyprus

Our Procedure

Plum acts as first line recipient of customer complaints and if it's not possible to resolve the issue, then the complaint should be raised with UAB PayrNet.

Any complaint verbal or written will be referred to our Complaints Management Team at the earliest opportunity.

We will:

1. Deal with your complaint within 3 (three) business days, where possible.
2. Investigate your complaint.
3. Provide a resolution where possible within 15 (fifteen) business days, with the aim to be 3 (three) business days.
4. In any case respond within 35 (thirty five) business days at the latest, if unable to resolve sooner.

Final response

This will set out clearly the firm’s decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown.

If you are not happy with Plum’s resolution of your complaint, you can raise your complaint to UAB PayrNet by submitting a claim to info-vilnius@payr.net or at the official address: Islandijos g. 6, 01117, Vilnius, Lithuania.

Closing a complaint

We will consider a complaint closed when we have made our final response to you. This does not prevent you from exercising any rights you may have to refer the matter to the Bank of Lithuania.

Customers (consumers or not) shall be informed of their right to always approach the Bank of Lithuania by submitting a claim to the Bank of Lithuania at the official address: Gedimino ave. 6, LT-01103 Vilnius, Lithuania; address for correspondence: Totorių str. 4, 01121 Vilnius, email: info@lb.lt, or to the Financial Market Supervision Service of the Bank of Lithuania, Žalgirio str. 90, LT-09303 Vilnius, email: frpt@lb.lt.

Customers that are consumers shall be informed that if they remain dissatisfied with service provider's response to their complaint, they may refer the complaint to the Bank of Lithuania within 1 (one) year period from the moment of application to PayrNet.

Bank of Lithuania

We will cooperate fully with the Bank of Lithuania in resolving any complaints made against us and agree to be bound by any awards made by the Bank of Lithuania. The firm undertakes to promptly pay any fees levied by the Bank of Lithuania.

Address for submitting consumer claims: Žalgirio str. 90, LT-09303 Vilnius, Lithuania,
Email: frpt@lb.lt
Website of the Bank of Lithuania: https://www.lb.lt
Information about the Bank of Lithuania settling consumer disputes - https://www.lb.lt/en/dbc-settle-a-dispute-with-a-financial-service-provider

Your financial success and happiness are our most important objectives, therefore we try to do whatever we can to make sure you can save, invest, and control your spending with Plum without any issues. But, sometimes we can get something wrong. In this case we want to make it right, and ensure we learn from any mistakes. We take all complaints seriously, and will ensure you are treated fairly and your complaint is dealt with as soon as possible.

Making a complaint

If you feel dissatisfied with any aspect of our service, then in the first instance please contact Plum at help@withplum.com or send a letter to the following address:

Plum Money CY Limited
5 Tyrtaiou, City Home 71, Flat 401,
1087, Nicosia, Cyprus

Our Procedure

Any complaint verbal or written will be referred to our Complaints Management Team at the earliest opportunity.

We will:

1. Acknowledge your complaint within 5 (five) business days, providing you with a Unique Reference Number regarding your complaint.
2. Investigate your complaint.
3. Provide a resolution where possible within 8(eight) weeks, with the aim to be 15 (fifteen) business days.

Final response

This will set out clearly the firm’s decision and the reasons for it. If any compensation is offered a clear method of calculation will be shown.

Closing a complaint

We will consider a complaint closed when we have made our final response to you. If you are not satisfied with our final response to your complaint, you can exercise any rights you may have to refer the matter to the Financial Ombudsman of the Republic of Cyprus within a period of 4 (four) months from the date of receiving our final response. Note however the FOS has the right to refuse the examination of any complaint if, among other reasons, that complaint has been submitted to the Financial Ombudsman 22 (twenty two) months from the date on which the Client has become aware of the action or the fact that he had a basis for the submission of a complaint.

Further information can be found on www.financialombudsman.gov.cy.