Skund\u0173 nagrin\u0117jimo politika \u2013 UAB \u201eNextury Asset Management\u201c<\/title>\r\n <link rel=\"preconnect\" href=\"https:\/\/fonts.googleapis.com\">\r\n <link rel=\"preconnect\" href=\"https:\/\/fonts.gstatic.com\" crossorigin>\r\n <link href=\"https:\/\/fonts.googleapis.com\/css2?family=Inter:wght@300;400;500;600;700;800;900&display=swap\" rel=\"stylesheet\">\r\n <style>\r\n *,*::before,*::after{box-sizing:border-box;margin:0;padding:0}\r\n :root{\r\n --bg:#02091c;--bg2:#080f24;--bg3:#0d1a35;\r\n --border:rgba(255,255,255,0.08);--border-accent:rgba(0,212,255,0.2);\r\n --c1:#00d4ff;--c2:#00f5a0;\r\n --grad:linear-gradient(135deg,#00d4ff,#00f5a0);\r\n --white:#fff;--muted:rgba(255,255,255,0.72);--muted2:rgba(255,255,255,0.5);\r\n --shadow:0 20px 60px rgba(0,0,0,.28);\r\n }\r\n html{scroll-behavior:smooth}\r\n body{\r\n background:linear-gradient(180deg,var(--bg),#050d21 20%,var(--bg2) 100%);\r\n color:var(--white);\r\n font-family:'Inter',sans-serif;\r\n 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max-width:880px;\r\n }\r\n\r\n @media (max-width:980px){\r\n .grid--3{grid-template-columns:repeat(2,minmax(0,1fr))}\r\n .contact{grid-template-columns:1fr}\r\n .hero__meta{grid-template-columns:1fr}\r\n }\r\n @media (max-width:760px){\r\n .section{padding:54px 0}\r\n .grid--2,.grid--3{grid-template-columns:1fr}\r\n .box,.card{padding:20px}\r\n .wrap{padding:0 20px}\r\n .step{gap:16px}\r\n .step__dot{width:38px;height:38px}\r\n }\r\n @media (max-width:980px){\r\n .contact{\r\n grid-template-columns:1fr;\r\n }\r\n}\r\n <\/style>\r\n<\/head>\r\n<body>\r\n\r\n <section class=\"section section--alt\">\r\n <div class=\"wrap\">\r\n <p class=\"section__tag\">Chapter I<\/p>\r\n <h2 class=\"section__title\">General Provisions<\/h2>\r\n <div class=\"box\">\r\n <p>This Complaints Handling Policy of UAB \u201cNextury Asset Management\u201d hereinafter referred to as the \u201cCompany\u201d, hereinafter referred to as the \u201cPolicy\u201d, regulates the process for managing complaints received by the Company in relation to the activities carried out by the Company and\/or agreements concluded with clients, including the receipt, registration and examination of complaints, the preparation of responses to complaints and the provision of information to the Applicant in accordance with the procedure established by the supervisory authority.<\/p>\r\n <p>The Head of the Company hereinafter referred to as the \u201cResponsible Person\u201d shall be responsible for the management process of complaints received by the Company.\nThis Policy must be followed by all Employees of the Company and other persons involved in the complaints handling process.<\/p>\r\n <\/div>\r\n\r\n <div class=\"grid grid--3\">\r\n <article class=\"card\">\r\n <div class=\"card__title\">The Policy Ensures That the Company Will<\/div>\r\n <ul class=\"list\">\r\n <li>organise the management process of Applicants\u2019 Complaints quickly, fairly, effectively and properly;<\/li>\r\n <li>comply with the deadlines for handling Complaints;<\/li>\r\n <li>use the personal data and other information provided by the Applicant in accordance with the requirements established by applicable laws;<\/li>\r\n <\/ul>\r\n <\/article>\r\n <article class=\"card\">\r\n <div class=\"card__title\">The Policy Ensures That the Company Will<\/div>\r\n <ul class=\"list\">\r\n <li>avoid conflicts of interest and take all necessary measures to identify and eliminate conflicts of interest;<\/li>\r\n <li>assign the handling of Applicants\u2019 Complaints to persons who have sufficient skills, knowledge and experience to perform this function, and provide them with access to all information necessary for handling the Complaints;<\/li>\r\n <\/ul>\r\n <\/article>\r\n <article class=\"card\">\r\n <div class=\"card__title\">The Policy Ensures That the Company Will<\/div>\r\n <ul class=\"list\">\r\n <li>accept all Complaints submitted by Applicants and inform the Applicant, in accordance with the established procedure, about the free Complaints handling process;<\/li>\r\n <li>properly and systematically register and store received Complaints and information about the measures taken to resolve the Complaint;<\/li>\r\n <li>monitor the effectiveness of the Complaints management process and update it where necessary;<\/li>\r\n <li>create, maintain and use an internal information system ensuring an effective Complaints management process.<\/li>\r\n <\/ul>\r\n <\/article>\r\n <\/div>\r\n\r\n <div class=\"box\">\r\n <p>When implementing the complaints handling procedure established in this Policy, the Company shall comply with the requirements of legal acts regulating the legal protection of personal data and shall follow the personal data processing rules approved by the Company.<\/p>\r\n <\/div>\r\n <\/div>\r\n <\/section>\r\n\r\n <section class=\"section\">\r\n <div class=\"wrap\">\r\n <p class=\"section__tag\">Chapter II<\/p>\r\n <h2 class=\"section__title\">Definitions<\/h2>\r\n <div class=\"grid grid--2\">\r\n <article class=\"card\">\r\n <div class=\"card__title\">Response<\/div>\r\n <div class=\"card__text\">The Company\u2019s written response regarding the submitted Complaint.<\/div>\r\n <\/article>\r\n <article class=\"card\">\r\n <div class=\"card__title\">Client<\/div>\r\n <div class=\"card__text\">A natural or legal person to whom the Company provides or intends to provide financial services related to investment in financial instruments offered by collective investment undertakings managed by the Company.<\/div>\r\n <\/article>\r\n <article class=\"card\">\r\n <div class=\"card__title\">Applicant<\/div>\r\n <div class=\"card__text\">A person who has submitted a complaint regarding the services provided by the Company and\/or agreements concluded with the Company, i.e. an existing or potential Client or their representative.<\/div>\r\n <\/article>\r\n <article class=\"card\">\r\n <div class=\"card__title\">Complaint<\/div>\r\n <div class=\"card__text\">A written request submitted by the Applicant to the Company, stating that the person\u2019s rights or legitimate interests related to the services provided by the Company or agreements concluded with the Company have been violated, and requesting that the Applicant\u2019s claims be satisfied.<\/div>\r\n <\/article>\r\n <\/div>\r\n <\/div>\r\n <\/section>\r\n\r\n <section class=\"section section--alt\">\r\n <div class=\"wrap\">\r\n <p class=\"section__tag\">Chapter III<\/p>\r\n <h2 class=\"section__title\">Submission of Complaints<\/h2>\r\n\r\n <div class=\"grid grid--2\">\r\n <article class=\"card\">\r\n <div class=\"card__title\">Complaints Management Process Policy<\/div>\r\n <div class=\"card__text\">\r\n <p>The Complaints Management Process Policy shall be provided to each Applicant as an annex to the investment agreement being concluded or intended to be concluded.<\/p>\r\n <p>At the Applicant\u2019s request, information about the Complaints management process and any other information required by the Applicant in relation to the handling of Complaints shall be provided in writing.<\/p>\r\n <\/div>\r\n <\/article>\r\n\r\n <article class=\"card\">\r\n <div class=\"card__title\">The Applicant\u2019s Right to Submit a Complaint<\/div>\r\n <div class=\"card__text\">\r\n <p>If the Applicant believes that the Company has improperly provided financial services or has otherwise violated the Applicant\u2019s rights or legitimate interests arising from contractual or related relationships, or where there are other justified reasons set out in this Policy, the Applicant has the right to submit a Complaint to the Company.<\/p>\r\n <\/div>\r\n <\/article>\r\n\r\n <article class=\"card\">\r\n <div class=\"card__title\">The Complaint Must Be Submitted in Writing<\/div>\r\n <div class=\"card__text\">\r\n <p>A Complaint may be submitted directly by visiting the Company\u2019s registered office in person, by sending the Complaint by registered post, by email, by other means of telecommunication that allow the fact of submission of information to be proven, or through the Company\u2019s employees or representatives during meetings with them.<\/p>\r\n <\/div>\r\n <\/article>\r\n <article class=\"card\">\r\n <div class=\"card__title\">The Complaint Must Include<\/div>\r\n <ul class=\"list\">\r\n <li>Complaints must be written properly and legibly in Lithuanian.<\/li>\r\n <li>The Complaint must include the Applicant\u2019s name and surname, the date of submission of the Complaint, the Applicant\u2019s exact address if the Applicant wishes to receive the Response at that address, contact telephone number, other relevant contact information, and the Applicant\u2019s signature.<\/li>\r\n <li>The Complaint must clearly indicate the actions of the Company, its employees and\/or representatives being complained about, as well as the Applicant\u2019s reasoned, precise and clear claims.<\/li>\r\n <\/ul>\r\n <\/article>\r\n \r\n <article class=\"card card--full\">\r\n <div class=\"card__title\">Representative and Deadline<\/div>\r\n <ul class=\"list\">\r\n <li>Where a Complaint is submitted by the Client\u2019s representative, a duly executed power of attorney or any other document confirming the representative\u2019s authority must be provided.<\/li>\r\n <li>The Applicant must contact the Company no later than within 3 three months from the day on which the Applicant became aware or should have become aware of the violation of their rights or legitimate interests.<\/li>\r\n <\/ul>\r\n <\/article>\r\n \r\n\r\n <article class=\"card card--full\">\r\n <div class=\"card__title\">Company Contact Details<\/div>\r\n <div class=\"contact\">\r\n \r\n <div class=\"contact__item\">\r\n <span class=\"contact__label\">Address<\/span>\r\n <div class=\"contact__value\">20\u201335 Gedimino Ave., LT-01102 Vilnius, Lithuania<\/div>\r\n <\/div>\r\n <div class=\"contact__item\">\r\n <span class=\"contact__label\">Phone<\/span>\r\n <div class=\"contact__value\">+370 621 26443<\/div>\r\n <\/div>\r\n <div class=\"contact__item\">\r\n <span class=\"contact__label\">Email<\/span>\r\n <div class=\"contact__value\">info@nextury.am<\/div>\r\n <\/div>\r\n <\/div>\r\n <\/article>\r\n\r\n \r\n\r\n \r\n <\/div>\r\n\r\n <div class=\"box\">\r\n <p>For Applicants who have submitted Complaints that do not meet the requirements set out in Chapter III of this Policy, the Company shall, within 5 five calendar days, prepare a request to clarify and\/or provide the missing information, indicating the deadlines for remedying such deficiencies.<\/p>\r\n <p>Upon receipt of the Applicant\u2019s Complaint, in all cases, the Company shall seek to resolve the conflict situation or issue amicably.<\/p>\r\n <\/div>\r\n <\/div>\r\n <\/section>\r\n\r\n <section class=\"section\">\r\n <div class=\"wrap\">\r\n <p class=\"section__tag\">Chapters IV and V<\/p>\r\n <h2 class=\"section__title\">Procedure for Registering Complaints and Providing a Response<\/h2>\r\n\r\n <div class=\"grid grid--2\">\r\n <article class=\"card\">\r\n <div class=\"card__title\">Received Complaints Are Registered<\/div>\r\n <ul class=\"list\">\r\n <li>the Applicant\u2019s name and surname or company name;<\/li>\r\n <li>the Applicant\u2019s address indicated in the Complaint;<\/li>\r\n <li>the date and method of receipt of the Complaint;<\/li>\r\n <li>the substance of the Complaint, meaning a brief summary;<\/li>\r\n <li>the Company\u2019s services or products being complained about, including their types;<\/li>\r\n <li>the date on which the response was provided to the Applicant;<\/li>\r\n <li>the final outcome of the Complaint examination, meaning the decision.<\/li>\r\n <\/ul>\r\n <\/article>\r\n\r\n <article class=\"card\">\r\n <div class=\"card__title\">The Company Must Ensure That<\/div>\r\n <ul class=\"list\">\r\n <li>communication with the Applicant is clear and understandable;<\/li>\r\n <li>the Applicant\u2019s Complaint is examined and a response is provided as quickly as possible, in compliance with the deadlines set out in Chapter V of this Policy;<\/li>\r\n <li>where the Complaint is rejected or partially upheld, the response provided to the Applicant includes the reasons for refusing to satisfy the Complaint and indicates other measures available for the protection of the Applicant\u2019s interests;<\/li>\r\n <li>the Applicant always receives a written response.<\/li>\r\n <\/ul>\r\n <\/article>\r\n <\/div>\r\n\r\n <div class=\"timeline\">\r\n <div class=\"step\">\r\n <div class=\"step__rail\">\r\n <div class=\"step__dot\">1<\/div>\r\n <div class=\"step__line\"><\/div>\r\n <\/div>\r\n <div class=\"step__body\">\r\n <div class=\"step__label\">Examination of the Complaint<\/div>\r\n <div class=\"step__title\">The registered Complaint shall be examined by the Responsible Person<\/div>\r\n <div class=\"step__desc\">The registered Complaint shall be examined by the Responsible Person, who has the right to involve the Company\u2019s employees in the examination of Complaints.<\/div>\r\n <\/div>\r\n <\/div>\r\n\r\n <div class=\"step\">\r\n <div class=\"step__rail\">\r\n <div class=\"step__dot\">2<\/div>\r\n <div class=\"step__line\"><\/div>\r\n <\/div>\r\n <div class=\"step__body\">\r\n <div class=\"step__label\">Additional Information<\/div>\r\n <div class=\"step__title\">The Responsible Person has the right to request additional information<\/div>\r\n <div class=\"step__desc\">If the Responsible Person considers that additional information and\/or any other written evidence is necessary for the examination of the Complaint, the Responsible Person has the right to request such information from the Applicant and\/or the Company.<\/div>\r\n <\/div>\r\n <\/div>\r\n\r\n <div class=\"step\">\r\n <div class=\"step__rail\">\r\n <div class=\"step__dot\">3<\/div>\r\n <div class=\"step__line\"><\/div>\r\n <\/div>\r\n <div class=\"step__body\">\r\n <div class=\"step__label\">Deadline<\/div>\r\n <div class=\"step__title\">The Complaint must be examined no later than within 15 business days<\/div>\r\n <div class=\"step__desc\">The Complaint must be examined and a detailed, reasoned and document-based Response must be provided to the Applicant no later than within 15 business days from the date of receipt of the Complaint.\n\nIn any case, the deadline for providing the final Response must not exceed 35 business days from the date of receipt of the Complaint.\n\nThe Company examines Client Complaints free of charge.<\/div>\r\n <\/div>\r\n <\/div>\r\n\r\n <div class=\"step\">\r\n <div class=\"step__rail\">\r\n <div class=\"step__dot\">4<\/div>\r\n <div class=\"step__line\"><\/div>\r\n <\/div>\r\n <div class=\"step__body\">\r\n <div class=\"step__label\">Form of Response<\/div>\r\n <div class=\"step__title\">Complaints are examined and the Response is provided to the Applicant in writing<\/div>\r\n <div class=\"step__desc\">Complaints shall be examined and the Response shall be provided to the Applicant in writing.\n\nWhere the Complaint has been submitted by email, the Response shall be sent to the Applicant by email, unless the Applicant has requested in the Complaint that the Response be provided in another form.<\/div>\r\n <\/div>\r\n <\/div>\r\n\r\n <div class=\"step\">\r\n <div class=\"step__rail\">\r\n <div class=\"step__dot\">5<\/div>\r\n <div class=\"step__line\"><\/div>\r\n <\/div>\r\n <div class=\"step__body\">\r\n <div class=\"step__label\">Amicable Dispute Resolution<\/div>\r\n <div class=\"step__title\">Meetings between the parties may be organised<\/div>\r\n <div class=\"step__desc\">In exceptional cases, in order to resolve the dispute with the Applicant effectively and amicably, meetings between the parties may be organised.\n\nSuch meetings may be organised on the initiative of either party, both the Applicant and the Company.<\/div>\r\n <\/div>\r\n <\/div>\r\n\r\n <div class=\"step\">\r\n <div class=\"step__rail\">\r\n <div class=\"step__dot\">6<\/div>\r\n <\/div>\r\n <div class=\"step__body\">\r\n <div class=\"step__label\">Bank of Lithuania<\/div>\r\n <div class=\"step__title\">The Applicant has the right to apply to the Bank of Lithuania<\/div>\r\n <div class=\"step__desc\">Where the Company does not satisfy the Applicant\u2019s, consumer\u2019s, claims or satisfies them only partially, the Company\u2019s Response must include information that, within 1 one year from contacting the Company, the Applicant, consumer, has the right to apply to the Bank of Lithuania for the resolution of the dispute.<\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/section>\r\n\r\n <section class=\"section section--alt\">\r\n <div class=\"wrap\">\r\n <p class=\"section__tag\">Chapter VI<\/p>\r\n <h2 class=\"section__title\">Assessment of Complaint Handling Results<\/h2>\r\n <div class=\"box\">\r\n <p>In order to identify shortcomings in its activities and potential legal or operational risks, the Company continuously assesses the results of Complaint handling.<\/p>\r\n <\/div>\r\n\r\n <div class=\"grid grid--2\">\r\n <article class=\"card\">\r\n <ul class=\"list\">\r\n <li>collect information about similar Complaints related to a particular service and analyse this information in order to identify the root cause of such Complaints, as well as to determine priorities for eliminating the causes of Complaints;<\/li>\r\n <li>assess whether the root causes of certain Complaints may result in Complaints relating to other services;<\/li>\r\n <li>assess whether the root causes of Complaints can be eliminated and determine the methods for their elimination;<\/li>\r\n <\/ul>\r\n <\/article>\r\n <article class=\"card\">\r\n <ul class=\"list\">\r\n <li>where necessary, eliminate the identified root causes of Complaints;<\/li>\r\n <li>ensure that information about recurring or systemic causes of Complaints is regularly provided to the Company\u2019s management so that they can perform their functions effectively.<\/li>\r\n <li>The Company must retain information about management decisions concerning the elimination of operational shortcomings identified on the basis of Complaints and risk management for a period of at least 3 years.<\/li>\r\n <\/ul>\r\n <\/article>\r\n <\/div>\r\n <\/div>\r\n <\/section>\r\n\r\n <section class=\"section\">\r\n <div class=\"wrap\">\r\n <p class=\"section__tag\">Chapter VII<\/p>\r\n <h2 class=\"section__title\">Final Provisions<\/h2>\r\n <div class=\"grid grid--2\">\r\n <article class=\"card\">\r\n <div class=\"card__title\">Information Provided to the Bank of Lithuania<\/div>\r\n <div class=\"card__text\">\r\n <p>No later than within 2 months after the end of the calendar year, the Company shall submit the following information to the Bank of Lithuania by electronic means, in accordance with the requirements established in the Rules of the Bank of Lithuania:<\/p>\r\n <p>Information about Complaints received regarding financial instruments;<\/p>\r\n <p>Information about the assessment of the results of handling Complaints received by the Company.<\/p>\r\n <\/div>\r\n <\/article>\r\n\r\n <article class=\"card\">\r\n <div class=\"card__title\">Implementation of the Policy<\/div>\r\n <ul class=\"list\">\r\n <li>This Policy, its amendments or supplements shall enter into force upon their approval by the Board of the Company.<\/li>\r\n <li>All Employees of the Company and other persons to whom this Policy may be relevant must be introduced to the Policy.<\/li>\r\n <li>The Company must ensure effective control of the complaints management process and regularly review and update the provisions of this Policy.<\/li>\r\n <li>The Company must retain Applicants\u2019 Complaints, materials related to their examination, the document specifying the particular outcome of the Complaint examination, and the Response provided to the Applicant for a period of at least 3 years from the date on which the final Response was provided to the Applicant.<\/li>\r\n <\/ul>\r\n <\/article>\r\n <\/div>\r\n <\/div>\r\n <\/section>\r\n\r\n \r\n\r\n<\/body>\r\n<\/html>\r\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>Skund\u0173 nagrin\u0117jimo politika \u2013 UAB \u201eNextury Asset Management\u201c I skyrius Bendrosios nuostatos \u0160i UAB \u201eNextury Asset Management\u201c (toliau \u2013 \u201eBendrov\u0117\u201c) skund\u0173 nagrin\u0117jimo politika (toliau \u2013\u201ePolitika\u201c) reglamentuoja Bendrov\u0117s gaunam\u0173 skund\u0173 valdymo proces\u0105, susijus\u012f su Bendrov\u0117s vykdoma veikla ir (arba) su klientais sudarytomis sutartimis: skund\u0173 pri\u0117mim\u0105, registravim\u0105, nagrin\u0117jim\u0105 ir atsakym\u0173 \u012f juos rengim\u0105, Parei\u0161k\u0117jo informavim\u0105 prie\u017ei\u016bros institucijos […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"page-politika.php","meta":{"footnotes":""},"class_list":["post-51","page","type-page","status-publish","hentry"],"yoast_head":"\n<title>Skund\u0173 nagrin\u0117jimo procesas - Nextury Asset Management<\/title>\n<meta name=\"description\" content=\"Nextury Asset Management skund\u0173 nagrin\u0117jimo procesas: kaip pateikti skund\u0105, kaip jis nagrin\u0117jamas ir per kok\u012f termin\u0105 pateikiamas atsakymas.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/nextury.am\/en\/skundu-nagrinejimo-procesas\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Skund\u0173 nagrin\u0117jimo procesas - Nextury Asset Management\" 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color:var(--c1);\r\n margin-bottom:10px;\r\n }\r\n .card__text{\r\n color:var(--muted);\r\n font-size:.90rem;\r\n line-height:1.75;\r\n }\r\n .card__text p{margin-bottom:10px}\r\n .card__text p:last-child{margin-bottom:0}\r\n\r\n .list{\r\n list-style:none;\r\n display:flex;\r\n flex-direction:column;\r\n gap:10px;\r\n margin-top:8px;\r\n }\r\n .list li{\r\n position:relative;\r\n color:var(--muted);\r\n padding-left:18px;\r\n line-height:1.65;\r\n font-size:.89rem;\r\n }\r\n .list li::before{\r\n content:\"\";\r\n position:absolute;\r\n left:0;top:.72em;\r\n width:6px;height:6px;border-radius:50%;\r\n background:var(--c1);\r\n box-shadow:0 0 0 6px rgba(0,212,255,.08);\r\n }\r\n\r\n .contact{\r\n display:grid;\r\n grid-template-columns:repeat(3,minmax(0,1fr));\r\n gap:16px;\r\n margin-top:18px;\r\n }\r\n .contact__item{\r\n padding:18px;\r\n background:rgba(255,255,255,.03);\r\n border:1px solid var(--border);\r\n border-radius:16px;\r\n }\r\n .contact__label{\r\n display:block;\r\n font-size:.72rem;\r\n font-weight:800;\r\n letter-spacing:.10em;\r\n text-transform:uppercase;\r\n color:var(--c1);\r\n margin-bottom:6px;\r\n }\r\n .contact__value{\r\n color:var(--white);\r\n font-size:.95rem;\r\n line-height:1.65;\r\n word-break:break-word;\r\n }\r\n\r\n .timeline{\r\n display:flex;\r\n flex-direction:column;\r\n gap:0;\r\n margin-top:30px;\r\n }\r\n .step{\r\n display:flex;\r\n gap:22px;\r\n align-items:stretch;\r\n }\r\n .contact{\r\n display:grid;\r\n grid-template-columns:repeat(3,minmax(0,1fr));\r\n gap:16px;\r\n margin-top:18px;\r\n}\r\n\r\n.contact__item{\r\n min-width:0;\r\n padding:18px;\r\n background:rgba(255,255,255,.03);\r\n border:1px solid var(--border);\r\n border-radius:16px;\r\n}\r\n\r\n.contact__value{\r\n color:var(--white);\r\n font-size:.95rem;\r\n line-height:1.65;\r\n white-space:normal;\r\n overflow-wrap:anywhere;\r\n word-break:break-word;\r\n}\r\n .step__rail{\r\n display:flex;\r\n flex-direction:column;\r\n align-items:center;\r\n flex-shrink:0;\r\n }\r\n .step__dot{\r\n width:42px;height:42px;border-radius:50%;\r\n background:var(--grad);\r\n color:var(--bg);\r\n display:flex;align-items:center;justify-content:center;\r\n font-size:.92rem;font-weight:900;\r\n }\r\n .step__line{\r\n width:1px;flex:1;background:var(--border);margin:8px 0;\r\n }\r\n .step:last-child .step__line{display:none}\r\n .step__body{\r\n flex:1;\r\n padding-bottom:24px;\r\n }\r\n .step__label{\r\n font-size:.72rem;\r\n font-weight:800;\r\n letter-spacing:.10em;\r\n text-transform:uppercase;\r\n color:var(--c1);\r\n margin:.4rem 0 .35rem;\r\n }\r\n .step__title{\r\n font-size:1rem;\r\n font-weight:800;\r\n color:var(--white);\r\n margin-bottom:8px;\r\n }\r\n .step__desc{\r\n color:var(--muted);\r\n font-size:.90rem;\r\n line-height:1.72;\r\n }\r\n .card--full{\r\n grid-column:1 \/ -1;\r\n}\r\n\r\n .footer{\r\n padding:28px 0 64px;\r\n border-top:1px solid var(--border);\r\n }\r\n .footer__note{\r\n color:var(--muted2);\r\n font-size:.83rem;\r\n line-height:1.7;\r\n max-width:880px;\r\n }\r\n\r\n @media (max-width:980px){\r\n .grid--3{grid-template-columns:repeat(2,minmax(0,1fr))}\r\n .contact{grid-template-columns:1fr}\r\n .hero__meta{grid-template-columns:1fr}\r\n }\r\n @media (max-width:760px){\r\n .section{padding:54px 0}\r\n .grid--2,.grid--3{grid-template-columns:1fr}\r\n .box,.card{padding:20px}\r\n .wrap{padding:0 20px}\r\n .step{gap:16px}\r\n .step__dot{width:38px;height:38px}\r\n }\r\n @media (max-width:980px){\r\n .contact{\r\n grid-template-columns:1fr;\r\n }\r\n}\r\n <\/style>\r\n<\/head>\r\n<body>\r\n\r\n <section class=\"section section--alt\">\r\n <div class=\"wrap\">\r\n <p class=\"section__tag\">Chapter I<\/p>\r\n <h2 class=\"section__title\">General Provisions<\/h2>\r\n <div class=\"box\">\r\n <p>This Complaints Handling Policy of UAB \u201cNextury Asset Management\u201d hereinafter referred to as the \u201cCompany\u201d, hereinafter referred to as the \u201cPolicy\u201d, regulates the process for managing complaints received by the Company in relation to the activities carried out by the Company and\/or agreements concluded with clients, including the receipt, registration and examination of complaints, the preparation of responses to complaints and the provision of information to the Applicant in accordance with the procedure established by the supervisory authority.<\/p>\r\n <p>The Head of the Company hereinafter referred to as the \u201cResponsible Person\u201d shall be responsible for the management process of complaints received by the Company.\nThis Policy must be followed by all Employees of the Company and other persons involved in the complaints handling process.<\/p>\r\n <\/div>\r\n\r\n <div class=\"grid grid--3\">\r\n <article class=\"card\">\r\n <div class=\"card__title\">The Policy Ensures That the Company Will<\/div>\r\n <ul class=\"list\">\r\n <li>organise the management process of Applicants\u2019 Complaints quickly, fairly, effectively and properly;<\/li>\r\n <li>comply with the deadlines for handling Complaints;<\/li>\r\n <li>use the personal data and other information provided by the Applicant in accordance with the requirements established by applicable laws;<\/li>\r\n <\/ul>\r\n <\/article>\r\n <article class=\"card\">\r\n <div class=\"card__title\">The Policy Ensures That the Company Will<\/div>\r\n <ul class=\"list\">\r\n <li>avoid conflicts of interest and take all necessary measures to identify and eliminate conflicts of interest;<\/li>\r\n <li>assign the handling of Applicants\u2019 Complaints to persons who have sufficient skills, knowledge and experience to perform this function, and provide them with access to all information necessary for handling the Complaints;<\/li>\r\n <\/ul>\r\n <\/article>\r\n <article class=\"card\">\r\n <div class=\"card__title\">The Policy Ensures That the Company Will<\/div>\r\n <ul class=\"list\">\r\n <li>accept all Complaints submitted by Applicants and inform the Applicant, in accordance with the established procedure, about the free Complaints handling process;<\/li>\r\n <li>properly and systematically register and store received Complaints and information about the measures taken to resolve the Complaint;<\/li>\r\n <li>monitor the effectiveness of the Complaints management process and update it where necessary;<\/li>\r\n <li>create, maintain and use an internal information system ensuring an effective Complaints management process.<\/li>\r\n <\/ul>\r\n <\/article>\r\n <\/div>\r\n\r\n <div class=\"box\">\r\n <p>When implementing the complaints handling procedure established in this Policy, the Company shall comply with the requirements of legal acts regulating the legal protection of personal data and shall follow the personal data processing rules approved by the Company.<\/p>\r\n <\/div>\r\n <\/div>\r\n <\/section>\r\n\r\n <section class=\"section\">\r\n <div class=\"wrap\">\r\n <p class=\"section__tag\">Chapter II<\/p>\r\n <h2 class=\"section__title\">Definitions<\/h2>\r\n <div class=\"grid grid--2\">\r\n <article class=\"card\">\r\n <div class=\"card__title\">Response<\/div>\r\n <div class=\"card__text\">The Company\u2019s written response regarding the submitted Complaint.<\/div>\r\n <\/article>\r\n <article class=\"card\">\r\n <div class=\"card__title\">Client<\/div>\r\n <div class=\"card__text\">A natural or legal person to whom the Company provides or intends to provide financial services related to investment in financial instruments offered by collective investment undertakings managed by the Company.<\/div>\r\n <\/article>\r\n <article class=\"card\">\r\n <div class=\"card__title\">Applicant<\/div>\r\n <div class=\"card__text\">A person who has submitted a complaint regarding the services provided by the Company and\/or agreements concluded with the Company, i.e. an existing or potential Client or their representative.<\/div>\r\n <\/article>\r\n <article class=\"card\">\r\n <div class=\"card__title\">Complaint<\/div>\r\n <div class=\"card__text\">A written request submitted by the Applicant to the Company, stating that the person\u2019s rights or legitimate interests related to the services provided by the Company or agreements concluded with the Company have been violated, and requesting that the Applicant\u2019s claims be satisfied.<\/div>\r\n <\/article>\r\n <\/div>\r\n <\/div>\r\n <\/section>\r\n\r\n <section class=\"section section--alt\">\r\n <div class=\"wrap\">\r\n <p class=\"section__tag\">Chapter III<\/p>\r\n <h2 class=\"section__title\">Submission of Complaints<\/h2>\r\n\r\n <div class=\"grid grid--2\">\r\n <article class=\"card\">\r\n <div class=\"card__title\">Complaints Management Process Policy<\/div>\r\n <div class=\"card__text\">\r\n <p>The Complaints Management Process Policy shall be provided to each Applicant as an annex to the investment agreement being concluded or intended to be concluded.<\/p>\r\n <p>At the Applicant\u2019s request, information about the Complaints management process and any other information required by the Applicant in relation to the handling of Complaints shall be provided in writing.<\/p>\r\n <\/div>\r\n <\/article>\r\n\r\n <article class=\"card\">\r\n <div class=\"card__title\">The Applicant\u2019s Right to Submit a Complaint<\/div>\r\n <div class=\"card__text\">\r\n <p>If the Applicant believes that the Company has improperly provided financial services or has otherwise violated the Applicant\u2019s rights or legitimate interests arising from contractual or related relationships, or where there are other justified reasons set out in this Policy, the Applicant has the right to submit a Complaint to the Company.<\/p>\r\n <\/div>\r\n <\/article>\r\n\r\n <article class=\"card\">\r\n <div class=\"card__title\">The Complaint Must Be Submitted in Writing<\/div>\r\n <div class=\"card__text\">\r\n <p>A Complaint may be submitted directly by visiting the Company\u2019s registered office in person, by sending the Complaint by registered post, by email, by other means of telecommunication that allow the fact of submission of information to be proven, or through the Company\u2019s employees or representatives during meetings with them.<\/p>\r\n <\/div>\r\n <\/article>\r\n <article class=\"card\">\r\n <div class=\"card__title\">The Complaint Must Include<\/div>\r\n <ul class=\"list\">\r\n <li>Complaints must be written properly and legibly in Lithuanian.<\/li>\r\n <li>The Complaint must include the Applicant\u2019s name and surname, the date of submission of the Complaint, the Applicant\u2019s exact address if the Applicant wishes to receive the Response at that address, contact telephone number, other relevant contact information, and the Applicant\u2019s signature.<\/li>\r\n <li>The Complaint must clearly indicate the actions of the Company, its employees and\/or representatives being complained about, as well as the Applicant\u2019s reasoned, precise and clear claims.<\/li>\r\n <\/ul>\r\n <\/article>\r\n \r\n <article class=\"card card--full\">\r\n <div class=\"card__title\">Representative and Deadline<\/div>\r\n <ul class=\"list\">\r\n <li>Where a Complaint is submitted by the Client\u2019s representative, a duly executed power of attorney or any other document confirming the representative\u2019s authority must be provided.<\/li>\r\n <li>The Applicant must contact the Company no later than within 3 three months from the day on which the Applicant became aware or should have become aware of the violation of their rights or legitimate interests.<\/li>\r\n <\/ul>\r\n <\/article>\r\n \r\n\r\n <article class=\"card card--full\">\r\n <div class=\"card__title\">Company Contact Details<\/div>\r\n <div class=\"contact\">\r\n \r\n <div class=\"contact__item\">\r\n <span class=\"contact__label\">Address<\/span>\r\n <div class=\"contact__value\">20\u201335 Gedimino Ave., LT-01102 Vilnius, Lithuania<\/div>\r\n <\/div>\r\n <div class=\"contact__item\">\r\n <span class=\"contact__label\">Phone<\/span>\r\n <div class=\"contact__value\">+370 621 26443<\/div>\r\n <\/div>\r\n <div class=\"contact__item\">\r\n <span class=\"contact__label\">Email<\/span>\r\n <div class=\"contact__value\">info@nextury.am<\/div>\r\n <\/div>\r\n <\/div>\r\n <\/article>\r\n\r\n \r\n\r\n \r\n <\/div>\r\n\r\n <div class=\"box\">\r\n <p>For Applicants who have submitted Complaints that do not meet the requirements set out in Chapter III of this Policy, the Company shall, within 5 five calendar days, prepare a request to clarify and\/or provide the missing information, indicating the deadlines for remedying such deficiencies.<\/p>\r\n <p>Upon receipt of the Applicant\u2019s Complaint, in all cases, the Company shall seek to resolve the conflict situation or issue amicably.<\/p>\r\n <\/div>\r\n <\/div>\r\n <\/section>\r\n\r\n <section class=\"section\">\r\n <div class=\"wrap\">\r\n <p class=\"section__tag\">Chapters IV and V<\/p>\r\n <h2 class=\"section__title\">Procedure for Registering Complaints and Providing a Response<\/h2>\r\n\r\n <div class=\"grid grid--2\">\r\n <article class=\"card\">\r\n <div class=\"card__title\">Received Complaints Are Registered<\/div>\r\n <ul class=\"list\">\r\n <li>the Applicant\u2019s name and surname or company name;<\/li>\r\n <li>the Applicant\u2019s address indicated in the Complaint;<\/li>\r\n <li>the date and method of receipt of the Complaint;<\/li>\r\n <li>the substance of the Complaint, meaning a brief summary;<\/li>\r\n <li>the Company\u2019s services or products being complained about, including their types;<\/li>\r\n <li>the date on which the response was provided to the Applicant;<\/li>\r\n <li>the final outcome of the Complaint examination, meaning the decision.<\/li>\r\n <\/ul>\r\n <\/article>\r\n\r\n <article class=\"card\">\r\n <div class=\"card__title\">The Company Must Ensure That<\/div>\r\n <ul class=\"list\">\r\n <li>communication with the Applicant is clear and understandable;<\/li>\r\n <li>the Applicant\u2019s Complaint is examined and a response is provided as quickly as possible, in compliance with the deadlines set out in Chapter V of this Policy;<\/li>\r\n <li>where the Complaint is rejected or partially upheld, the response provided to the Applicant includes the reasons for refusing to satisfy the Complaint and indicates other measures available for the protection of the Applicant\u2019s interests;<\/li>\r\n <li>the Applicant always receives a written response.<\/li>\r\n <\/ul>\r\n <\/article>\r\n <\/div>\r\n\r\n <div class=\"timeline\">\r\n <div class=\"step\">\r\n <div class=\"step__rail\">\r\n <div class=\"step__dot\">1<\/div>\r\n <div class=\"step__line\"><\/div>\r\n <\/div>\r\n <div class=\"step__body\">\r\n <div class=\"step__label\">Examination of the Complaint<\/div>\r\n <div class=\"step__title\">The registered Complaint shall be examined by the Responsible Person<\/div>\r\n <div class=\"step__desc\">The registered Complaint shall be examined by the Responsible Person, who has the right to involve the Company\u2019s employees in the examination of Complaints.<\/div>\r\n <\/div>\r\n <\/div>\r\n\r\n <div class=\"step\">\r\n <div class=\"step__rail\">\r\n <div class=\"step__dot\">2<\/div>\r\n <div class=\"step__line\"><\/div>\r\n <\/div>\r\n <div class=\"step__body\">\r\n <div class=\"step__label\">Additional Information<\/div>\r\n <div class=\"step__title\">The Responsible Person has the right to request additional information<\/div>\r\n <div class=\"step__desc\">If the Responsible Person considers that additional information and\/or any other written evidence is necessary for the examination of the Complaint, the Responsible Person has the right to request such information from the Applicant and\/or the Company.<\/div>\r\n <\/div>\r\n <\/div>\r\n\r\n <div class=\"step\">\r\n <div class=\"step__rail\">\r\n <div class=\"step__dot\">3<\/div>\r\n <div class=\"step__line\"><\/div>\r\n <\/div>\r\n <div class=\"step__body\">\r\n <div class=\"step__label\">Deadline<\/div>\r\n <div class=\"step__title\">The Complaint must be examined no later than within 15 business days<\/div>\r\n <div class=\"step__desc\">The Complaint must be examined and a detailed, reasoned and document-based Response must be provided to the Applicant no later than within 15 business days from the date of receipt of the Complaint.\n\nIn any case, the deadline for providing the final Response must not exceed 35 business days from the date of receipt of the Complaint.\n\nThe Company examines Client Complaints free of charge.<\/div>\r\n <\/div>\r\n <\/div>\r\n\r\n <div class=\"step\">\r\n <div class=\"step__rail\">\r\n <div class=\"step__dot\">4<\/div>\r\n <div class=\"step__line\"><\/div>\r\n <\/div>\r\n <div class=\"step__body\">\r\n <div class=\"step__label\">Form of Response<\/div>\r\n <div class=\"step__title\">Complaints are examined and the Response is provided to the Applicant in writing<\/div>\r\n <div class=\"step__desc\">Complaints shall be examined and the Response shall be provided to the Applicant in writing.\n\nWhere the Complaint has been submitted by email, the Response shall be sent to the Applicant by email, unless the Applicant has requested in the Complaint that the Response be provided in another form.<\/div>\r\n <\/div>\r\n <\/div>\r\n\r\n <div class=\"step\">\r\n <div class=\"step__rail\">\r\n <div class=\"step__dot\">5<\/div>\r\n <div class=\"step__line\"><\/div>\r\n <\/div>\r\n <div class=\"step__body\">\r\n <div class=\"step__label\">Amicable Dispute Resolution<\/div>\r\n <div class=\"step__title\">Meetings between the parties may be organised<\/div>\r\n <div class=\"step__desc\">In exceptional cases, in order to resolve the dispute with the Applicant effectively and amicably, meetings between the parties may be organised.\n\nSuch meetings may be organised on the initiative of either party, both the Applicant and the Company.<\/div>\r\n <\/div>\r\n <\/div>\r\n\r\n <div class=\"step\">\r\n <div class=\"step__rail\">\r\n <div class=\"step__dot\">6<\/div>\r\n <\/div>\r\n <div class=\"step__body\">\r\n <div class=\"step__label\">Bank of Lithuania<\/div>\r\n <div class=\"step__title\">The Applicant has the right to apply to the Bank of Lithuania<\/div>\r\n <div class=\"step__desc\">Where the Company does not satisfy the Applicant\u2019s, consumer\u2019s, claims or satisfies them only partially, the Company\u2019s Response must include information that, within 1 one year from contacting the Company, the Applicant, consumer, has the right to apply to the Bank of Lithuania for the resolution of the dispute.<\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/section>\r\n\r\n <section class=\"section section--alt\">\r\n <div class=\"wrap\">\r\n <p class=\"section__tag\">Chapter VI<\/p>\r\n <h2 class=\"section__title\">Assessment of Complaint Handling Results<\/h2>\r\n <div class=\"box\">\r\n <p>In order to identify shortcomings in its activities and potential legal or operational risks, the Company continuously assesses the results of Complaint handling.<\/p>\r\n <\/div>\r\n\r\n <div class=\"grid grid--2\">\r\n <article class=\"card\">\r\n <ul class=\"list\">\r\n <li>collect information about similar Complaints related to a particular service and analyse this information in order to identify the root cause of such Complaints, as well as to determine priorities for eliminating the causes of Complaints;<\/li>\r\n <li>assess whether the root causes of certain Complaints may result in Complaints relating to other services;<\/li>\r\n <li>assess whether the root causes of Complaints can be eliminated and determine the methods for their elimination;<\/li>\r\n <\/ul>\r\n <\/article>\r\n <article class=\"card\">\r\n <ul class=\"list\">\r\n <li>where necessary, eliminate the identified root causes of Complaints;<\/li>\r\n <li>ensure that information about recurring or systemic causes of Complaints is regularly provided to the Company\u2019s management so that they can perform their functions effectively.<\/li>\r\n <li>The Company must retain information about management decisions concerning the elimination of operational shortcomings identified on the basis of Complaints and risk management for a period of at least 3 years.<\/li>\r\n <\/ul>\r\n <\/article>\r\n <\/div>\r\n <\/div>\r\n <\/section>\r\n\r\n <section class=\"section\">\r\n <div class=\"wrap\">\r\n <p class=\"section__tag\">Chapter VII<\/p>\r\n <h2 class=\"section__title\">Final Provisions<\/h2>\r\n <div class=\"grid grid--2\">\r\n <article class=\"card\">\r\n <div class=\"card__title\">Information Provided to the Bank of Lithuania<\/div>\r\n <div class=\"card__text\">\r\n <p>No later than within 2 months after the end of the calendar year, the Company shall submit the following information to the Bank of Lithuania by electronic means, in accordance with the requirements established in the Rules of the Bank of Lithuania:<\/p>\r\n <p>Information about Complaints received regarding financial instruments;<\/p>\r\n <p>Information about the assessment of the results of handling Complaints received by the Company.<\/p>\r\n <\/div>\r\n <\/article>\r\n\r\n <article class=\"card\">\r\n <div class=\"card__title\">Implementation of the Policy<\/div>\r\n <ul class=\"list\">\r\n <li>This Policy, its amendments or supplements shall enter into force upon their approval by the Board of the Company.<\/li>\r\n <li>All Employees of the Company and other persons to whom this Policy may be relevant must be introduced to the Policy.<\/li>\r\n <li>The Company must ensure effective control of the complaints management process and regularly review and update the provisions of this Policy.<\/li>\r\n <li>The Company must retain Applicants\u2019 Complaints, materials related to their examination, the document specifying the particular outcome of the Complaint examination, and the Response provided to the Applicant for a period of at least 3 years from the date on which the final Response was provided to the Applicant.<\/li>\r\n <\/ul>\r\n <\/article>\r\n <\/div>\r\n <\/div>\r\n <\/section>\r\n\r\n \r\n\r\n<\/body>\r\n<\/html>\r\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>Skund\u0173 nagrin\u0117jimo politika \u2013 UAB \u201eNextury Asset Management\u201c I skyrius Bendrosios nuostatos \u0160i UAB \u201eNextury Asset Management\u201c (toliau \u2013 \u201eBendrov\u0117\u201c) skund\u0173 nagrin\u0117jimo politika (toliau \u2013\u201ePolitika\u201c) reglamentuoja Bendrov\u0117s gaunam\u0173 skund\u0173 valdymo proces\u0105, susijus\u012f su Bendrov\u0117s vykdoma veikla ir (arba) su klientais sudarytomis sutartimis: skund\u0173 pri\u0117mim\u0105, registravim\u0105, nagrin\u0117jim\u0105 ir atsakym\u0173 \u012f juos rengim\u0105, Parei\u0161k\u0117jo informavim\u0105 prie\u017ei\u016bros institucijos […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"page-politika.php","meta":{"footnotes":""},"class_list":["post-51","page","type-page","status-publish","hentry"],"yoast_head":"\n<title>Skund\u0173 nagrin\u0117jimo procesas - Nextury Asset Management<\/title>\n<meta name=\"description\" content=\"Nextury Asset Management skund\u0173 nagrin\u0117jimo procesas: kaip pateikti skund\u0105, kaip jis nagrin\u0117jamas ir per kok\u012f termin\u0105 pateikiamas atsakymas.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/nextury.am\/en\/skundu-nagrinejimo-procesas\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Skund\u0173 nagrin\u0117jimo procesas - Nextury Asset Management\" 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