Complaint Submission Process
Benefit Bridge is your first point of contact for anything related to our app and services. Electronic money and payment services (account, card, transfers, charges) are provided by UAB ConnectPay, a licensed Electronic Money Institution, which remains fully responsible for handling complaints related to these services.
1. Benefit Bridge Support — First Line (our app & service)
If you have any questions, encounter any issues with the app, or need assistance, please contact us first:
- Contact form: https://benefit-bridge.gr/επικοινωνία/
- Email: complaints@benefit-bridge.gr
- Phone (24/7 Support): +30 210 9603121
2. Complaints regarding payment/e-money services (ConnectPay)
These services are provided by UAB ConnectPay (a licensed payment service provider), which remains fully responsible for handling any related complaints. You can:
- Submit your complaint using the complaint form — we will forwardit to ConnectPay on the same business day;or
- please contact directly to ConnectPay:
- Mailing Address: 38 Algirdo St., 03218 Vilnius, Lithuania
- Email: support@connectpay.com
- Phone (24/7 Support): +370 666 44600 or +356 279 22875
- Complete Submission Guide: https://connectpay.com/how-to-complain/
(Complaints submitted directly to ConnectPay must be in English or Lithuanian.)
What a complaint must include (according to ConnectPay’s Complaints Policy):
- full name (and company name, for business accounts);
- your address;
- the submission date;
- the substance of the complaint (which right or legal interest is being infringed);
- your requests to ConnectPay;
- any relevant documents;
- your contact information (phone number and/or email address).
If any of the above information is missing, you may be asked to provide additional details.
Response Time: ConnectPay provides a reasoned and documented response within 15 business days of receiving the complaint. In exceptional cases, this timeframe may be extended to 35 business days;in such cases, you will receive an interim (provisional) response explaining the reason for the delay and the deadline for the final response.
Right to file a complaint with the competent authority: If no agreement is reached, you have the right to contact the Bank of Lithuania (Lietuvos bankas), which examines disputes between consumers and financial service providers impartially and free of charge:
- 6 Gedimino Ave., LT-01103 Vilnius
- 4 Totorių St., LT-01121 Vilnius (mailing address)
- www.lb.lt
In Greece: If you are not satisfied with our final response, or if the specified response deadline has passed, you may also seek assistance from the competent consumer protection authority or the competent out-of-court dispute resolution body in Greece, as well as the European Online Dispute Resolution (ODR) platform
: https://ec.europa.eu/consumers/odr/.
For the complete official procedure, see the Platform Agreement (section “Complaint Management & Customer Support”).