Complaints

We take every complaint seriously. This page explains how to raise a complaint, our response timelines, and your right to escalate to an independent authority.

Before you escalate. To refer a complaint to the Bank of Lithuania, you must first submit it to Newrails in writing and receive our final response — or wait 15 business days without receiving one. Applications to the Bank of Lithuania must be in Lithuanian or English.

How the complaints process works

Submit your complaint to Newrails

Submit your complaint in writing using one of the following channels. Please include your account details, a clear description of the issue, and the outcome you are requesting. Do not include sensitive account credentials in your message.

Email: complaints@newrails.xyz
Online form: Complete the form on this page
Post: Newrails UAB, Švitrigailos str. 11C, LT-03228 Vilnius, Lithuania

Submission and examination of complaints is free of charge. We may send a simple acknowledgement in the first instance by electronic communication or letter.

We investigate and respond

Where your complaint relates to the provision of payment services or e-money, we will complete our investigation and provide a formal written response within the following timelines:

Business days

Standard response deadline from receipt of your complaint

Business days

Exceptional cases — we will send a holding letter explaining the delay and new deadline

These timelines are mandatory under PSD2 Title III and Lithuanian financial services regulation.

If unresolved — escalate to the Bank of Lithuania

If our formal response does not resolve your complaint, or if 15 business days pass without a response, you have the right to refer your complaint to the Bank of Lithuania as the independent Alternative Dispute Resolution (ADR) authority.

You must escalate within 1 year of submitting your complaint to us. Please attach our final response when applying. The service is free of charge.

Bank of Lithuania — ADR authority

The Bank of Lithuania is the competent supervisory and out-of-court dispute resolution authority for payment service providers and e-money institutions licensed in Lithuania. Newrails UAB (e-money licence number 69, legal entity code 305270426) is regulated under Lithuanian law.

Before applying to the Bank of Lithuania, you must have first raised your complaint with us in writing. Dispute examination at the Bank of Lithuania is conducted under a written procedure and is free of charge.

Bank of LithuaniaWebsite: Submit a dispute
Email: prieziura@lb.lt
Post: Totorių g. 4, LT-01121 Vilnius, Lithuania
Phone: +370 800 50 500 (toll-free from Lithuania) · +370 5 251 2763 (international)
Hours: Monday–Thursday 08:00–17:00 · Friday 08:00–15:45

Documents

Complaint form

Downloadable template for submitting a written complaint to Newrails

Download .docx

Customer complaints procedure

Our full written complaints procedure and your rights as a customer

Download .docx

What to include in your complaint

Your details

Full name or legal entity name
Legal entity code (if applicable)
Account number
Address, phone number, and email
Date and signature

Complaint details

Clear description of what happened
Date(s) the issue occurred
Any transaction or reference IDs
The outcome you are requesting

Submit a complaint online

All fields marked * are required. Alternatively, email complaints@newrails.xyz or use the downloadable complaint form above.

Full name or legal entity name *

Legal entity code (if applicable)

Account number *

Email address *

Phone number

Date of incident *

Reason for complaint *

Payment order was not executed or was wrongly executedPayment order was executed without my authorisationAccess to my Newrails account was blockedInformation on my Newrails account is incorrect or incompleteI cannot transfer funds from my Newrails accountOther

More information on what happened *

My request to Newrails is *

The complaint must be submitted by the account holder or an authorised representative. If submitted by an authorised representative, supporting documentation confirming authorisation (e.g. certified power of attorney) must be attached. By submitting this form, you agree to us processing your personal data to investigate your complaint. See our Privacy Policy for details.

EURW e-money token holders

If your complaint relates to the EURW e-money token — including redemption, on/off ramp, custody, or MiCA compliance matters — follow the same process above and select the relevant reason in the form. EURW complaints are handled under our MiCA-compliant complaints procedure and are subject to the same 15 and 35 business day response timelines. The Bank of Lithuania is the supervisory authority for EURW under MiCA Title IV.

Newrails UAB (e-money licence number 69, legal entity code 305270426) is regulated as an Electronic Money Institution and Virtual Asset Service Provider under Lithuanian law, supervised by the Bank of Lithuania. This complaints procedure is required under PSD2 Title III, EMD2, and MiCA. For data protection complaints, contact our Data Protection Officer at dpo@newrails.xyz. Page last reviewed: March 2025.