How to File a Complaint in the EU?

 

If your account has been blocked or your funds frozen by a fintech provider like Revolut, and you feel that your rights as a consumer have been violated, you have several legal paths available within the European Union.

 

Here’s a clear, step-by-step guide on how to escalate your complaint properly.

 

1. Start with the Company’s Official Complaint Procedure

 

Before escalating to authorities, you must first file a complaint directly with the company.

• Contact Revolut via the in-app chat support or via email.

• Request a formal complaint reference number.

• Keep written records and screenshots of all communications.

 

If you do not receive a satisfactory response within a reasonable time (usually 15-30 days), you can proceed to external bodies.

 

2. File a Complaint with Your National Financial Ombudsman

 

In the EU, financial disputes are first addressed at the national level.

 

Example:

• Romania: ASF (Autoritatea de Supraveghere Financiară)

• Lithuania: Bank of Lithuania (Revolut’s European banking license is held here)

• France: Médiateur de l’Autorité des marchés financiers (AMF)

 

Even if you are not based in Lithuania, you can contact the Bank of Lithuania, as Revolut has its e-money license there:

• Bank of Lithuania complaint page:

https://www.lb.lt/en/dbc-settle-a-dispute-with-a-financial-service-provider

 

3. European Consumer Centre (ECC-Net)

 

ECC-Net offers free advice and help for cross-border disputes within the EU.

• Website: https://www.eccnet.eu

• They can contact the company on your behalf and help with mediation.

 

4. Submit a Complaint to the European Commission (SERIOUS CASES)

 

If you believe that your consumer rights under EU law have been systematically violated, you can escalate to the European Commission.

• Complaints page: https://ec.europa.eu/info/live-work-travel-eu/consumer-rights-and-complaints/how-make-complaint_en

 

Please note: The European Commission does not resolve individual cases but monitors market abuses and can initiate infringement procedures against countries that fail to protect consumer rights.

 

5. Alternative Dispute Resolution (ADR) and Online Dispute Resolution (ODR)

 

ADR and ODR are EU-wide platforms for resolving consumer disputes without going to court.

• ODR platform (EU):

https://ec.europa.eu/consumers/odr/

 

This platform is particularly useful for cross-border e-commerce or fintech issues.

 

6. Consider Legal Action (Final Step)

 

If all mediation and complaint options fail, you may consider legal action through your national courts or through the European Small Claims Procedure for disputes under €5,000.

 

Learn more: https://e-justice.europa.eu/content_small_claims-42-en.do

Final Tips:

• Always keep copies of all documents and communication.

• Record dates, names of agents, and reference numbers.

• Act quickly: Some jurisdictions have strict deadlines for complaints.

 

 

Disclaimer: This page is for informational purposes only and does not constitute legal advice. For professional legal assistance, please consult a qualified attorney or consumer protection body.

 

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