Suggestions & Complaints

BTA keeps working to improve the quality of activities of an agent and customer service and to widen the range of services. Your opinion helps us improve, that is why we appreciate your feedback.

You can submit your proposals and complaints in the following ways:

  • In writing
    • At the website section Suggestions & Complaints (see the notification form below)

    • by email

  • By sending a letter by post to the following address: Viršuliškių skg. 34, LT-05132 Vilnius, Lithuania

We will consider all your messages as soon as possible and respond to you within 15 working days. In case we need more time to respond, you will be notified of another term of response, though no longer than 35 days.

Complaint handling procedure

BTA Internal Whistleblowing System

Whistleblowing is a way to identify and address various violations in a timely manner or to report already committed violations.
BTA maintains its operation in strict compliance with requirements of external regulatory enactments as well as in conformance with high ethical standards.
The ability to detect and prevent each potential threat to the rule of law is one of BTA's priorities.

Therefore, if:
- You are a natural person;
- You have become aware of a possible violation by BTA while performing work duties or establishing legal relations related to the performance of work duties at BTA or while in practice at BTA;
- A potential or already committed violation by BTA is or may be harmful to the public interests;
- You believe the violation-related information to be true,
you can submit a Whistleblowing report by e-mailing it to the address: with an indication that it is a Whistleblowing report:
- by means of Whistleblowing report form
- as a free-form text, including all the details specified as required in the Whistleblowing report form.

You are free to omit your personal identification details of you as a Whistleblower, incl. contact information, in other words, you may submit the Whistleblowing report anonymously, although in such a case BTA will be unable to provide you with feedback on the progress and the result of the inspection.

Give us your feedback

Your opinion is important to us. Please let us know if you are satisfied with the service offered or would like to give us feedback on how we can improve our service.

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