General Information
We want you to have the best possible experience with Noah. If something goes wrong or you feel dissatisfied with our service, you have the right to raise a complaint. Below you’ll find answers to the most common questions.
What is a Complaint?
A complaint is defined as an oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of a person about a provision of, or failure to provide, financial service or address determination, which alleges that the complainant has suffered (or may suffer) financial loss, material distress, or inconvenience.
A significant complaint contains allegations that we have acted illegally, improperly, or negligently, or whether the allegation is in relation to financial crime, market abuse, fraud, bribery, or corruption.
A complaint may be made on behalf of a client/potential client, for example, by another company acting as an agent for that client. Complaints made on behalf of clients will be treated in accordance with this Policy as if the client had made the complaint themselves.
The complaints may only be related to Noah Accounts or partner-branded services. However, if you are unhappy with other provided services, we will always do our best to make things right.
How do I submit a complaint?
A written complaint may be submitted through either of the following channels:
Email: support@noah.com
In-app chat: via the Noah platform for our existing clients.
Mail: Noah Payments UAB, Gedimino pr. 20, LT-01102 Vilnius
When filing a complaint, please provide:
Your full name, account details, and address
A clear description of the issue
Relevant supporting documents (e.g., transaction references, screenshots)
Please send your complaint from the email address associated with your Noah Accounts, indicating “Complaint” in your email or our online form's subject line.
Our Process
1. Acknowledgment
We will confirm receipt of your complaint within 7 business days.
2. Investigation
Our Support and Compliance teams will review your complaint, and may contact you for further clarification.
3. Response
We aim to provide a final response within 15 business days.
If we need more time due to the complexity of the case, we will notify you and send a final response within 35 business days.
4. Resolution
You will receive a clear explanation of the outcome and any corrective actions taken.
FAQ
What if I don’t agree with your response?
If you’re not satisfied, you can ask us to escalate your complaint internally for further review.
In some jurisdictions, you may also have the right to contact an independent dispute resolution body or regulator. If this applies to you, we’ll provide details when we issue our final response.
Will my information remain secure?
Yes. All information provided in relation to a complaint will be kept confidential and used only to resolve your case, in line with applicable data protection laws.
Why do you have a complaints process?
It ensures that:
Your concerns are reviewed fairly and consistently
We continuously improve our services based on feedback
We meet our obligations to treat customers with transparency and respect
Still need help?
Contact our Support team anytime at support@noah.com.