Important Notice

Dream Finance UAB (Lithuania) has temporarily suspended the provision of all crypto-asset related services, including onboarding of new clients, execution of transactions, and conclusion of new agreements.

During this period, the company does not offer, market, or provide any services described on this website. Any product descriptions or references are provided for informational and historical purposes only and shall not be interpreted as an offer, solicitation, or availability of services.
This website is maintained solely to provide mandatory legal information, regulatory disclosures, and contact details for former clients, counterparties, and competent authorities.

For inquiries related to existing contractual obligations, outstanding matters, or regulatory questions, please contact us at: [email protected].

 

Complaint handling procedure

Last Update: October 31, 2025

1. Introduction

Dream Finance UAB (the “Company”, “Dream Finance”, “we”, “us” or “our”) is a private limited liability company registered in the Republic of Lithuania under registration number 306123456, with its registered office at Laisvės pr. 10, LT-04215, Vilnius, Lithuania.

This document outlines the complaints handling procedure applied by Dream Finance UAB in accordance with Lithuanian law, Regulation (EU) 2023/1114, and applicable consumer protection regulations.

We are committed to providing our clients with professional, secure, and transparent services. However, if you are dissatisfied with any aspect of our services, you have the right to submit a complaint. We handle all complaints fairly, promptly, and in a manner that ensures compliance with applicable legislation and regulatory standards.

2. How to Submit a Complaint

You may submit a complaint free of charge using any of the following channels:

  • By email: [email protected]
  • By post: Dream Finance UAB, Kęstučio g. 47-27, LT‑08124 Vilnius, Lithuania

We encourage you to provide the following information when submitting a complaint:

  • Your full name (or company name and registration number if the complainant is a legal entity);
  • Contact details, including email address and telephone number;
  • Description of the issue and the date on which it occurred;
  • Reference to the crypto-asset service or transaction related to the complaint;
  • Supporting documentation or evidence, if available;
  • Your expectations or the outcome you seek.

Complaints may be submitted in English or Lithuanian.

3. Complaint Handling Process and Timelines

Upon receipt of your complaint, we will follow these steps:

Acknowledgement
We will confirm receipt of your complaint by email no later than by the end of the next business day. This acknowledgement will confirm that your complaint is being reviewed and may request additional information, if necessary.

Initial Review and Investigation
Our Compliance Department will promptly investigate the issue raised in your complaint, including reviewing internal records and, where relevant, contacting departments involved in service delivery.

Final Response
We aim to provide a final written response to your complaint within 15 business days from the date of receipt.

Extension in Exceptional Circumstances
If, due to circumstances beyond our control, a final response cannot be provided within 15 business days, we will send you a justified interim response explaining the delay. In such cases, the final response will be provided no later than 35 business days from the date of receipt of the complaint.

The final response will include:

  • A clear explanation of our findings and decision;
  • Any corrective or remedial measures taken (if applicable);
  • Information on your right to escalate the complaint to an external authority, including contact details.

4. Admissibility of Complaints

A complaint is considered admissible if it meets the following criteria:

I. Eligibility of the Complainant

a) The complaint must be submitted by a current or former client of Dream Finance UAB, or by a person or entity directly affected by the Company’s regulated crypto-asset services.

b) Complaints may also be submitted by a duly authorised representative (e.g., legal guardian, attorney), provided valid authorisation is presented.

II. Scope of the Complaint

a) The subject of the complaint must relate to Dream Finance’s regulated activities under Regulation (EU) 2023/1114, such as:

  • Custody, exchange, or transfer of crypto-assets
  • Execution and processing of crypto-asset transactions
  • Security or operational failures
  • Errors in balances, transaction records, or reconciliations

b) Complaints unrelated to the Company’s services may be deemed inadmissible.

III. Timeliness

Complaints should be submitted without undue delay following the event giving rise to the dissatisfaction. In assessing significantly delayed submissions, the Company reserves the right to consider whether the complainant had valid reasons (e.g., health or legal restrictions).

IV. Format of Submission

Complaints must be submitted in writing, either via email or post, using the official contact channels of Dream Finance UAB.

V. Prior Contact and Escalation

Complainants are encouraged to first attempt resolution via standard customer service channels. If the issue remains unresolved, it may be escalated to this formal complaints procedure.

VI. Good Faith Requirement

Complaints must be submitted in good faith and must not be frivolous, abusive, or clearly unsubstantiated. Supporting information should be provided where available.

VII. Applicable Jurisdiction

Complaints shall be processed in accordance with the laws of the Republic of Lithuania, the Law on Payments, and other relevant legislation, including Regulation (EU) 2023/1114. The Bank of Lithuania is the competent supervisory authority for the Company. Where applicable, matters may also be referred to the State Consumer Rights Protection Authority (VVTAT) or the State Data Protection Inspectorate (SDPI). In all cases, the complainant retains the right to bring a claim before the Courts of the Republic of Lithuania.

5. Record Keeping

Dream Finance UAB shall maintain complete and accurate records of all complaints received and handled in accordance with applicable legislation.

The Company shall retain these records for a minimum period of five (5) years from the date of receipt of the complaint.

The records shall include, at minimum:

  • The identity and contact information of the complainant;
  • The substance of the complaint and supporting evidence (where provided);
  • A timeline of internal handling and investigation steps;
  • All correspondence between the Company and the complainant;
  • The final decision and any remedial action taken.

These records shall be stored in a secure, traceable, and auditable manner and made available to the Bank of Lithuania or other competent authorities upon request.

6. Escalation Options

If you are not satisfied with the final response provided by Dream Finance UAB, or if you have not received a response within the applicable deadlines, you have the right to escalate your complaint to the following authorities:

  • Bank of Lithuania – the competent authority for licensed crypto‑asset service providers.
    Address: Žalgirio g. 90, LT‑09303 Vilnius, Lithuania. Website: https://www.lb.lt/lt/
  • State Consumer Rights Protection Authority (VVTAT) – for disputes involving consumer rights.
    Address: Vilniaus g. 25, LT‑01402 Vilnius, Lithuania. Website: www.vvtat.lt
  • State Data Protection Inspectorate (SDPI) – if the complaint concerns the processing of personal data.
    Address: A. Juozapavičiaus g. 6, LT‑09310 Vilnius, Lithuania.Website: https://lrv.lt/lt/
  • Courts of the Republic of Lithuania – all complainants retain the right to pursue claims through the judicial system under applicable Lithuanian law.

Please Note:

  • A complaint must be submitted to Dream Finance UAB within 3 months from the date the issue became known to you.
  • A complaint to the Bank of Lithuania must be submitted within 1 year from the day the complaint was first submitted to the Company.

7. Language of Complaints

Complaints may be submitted in Lithuanian or English, and the Company will respond in the same language used by the complainant, unless otherwise agreed.