Legal Pages
How to Submit a Complaint
Monavate is committed to treating all customers fairly. If you believe that your rights or interests have been violated because of our services or actions, you have the right to submit a complaint.
You can do so by:
- Email: info@monavate.com
- Post: Monavate Ltd – The Officers Mess Business Centre, Royston Road, Duxford, Cambridge, CB22 4QH, United Kingdom
- Post: UAB Monavate – Konstitucijos ave. 21A, Vilnius, Lithuania
Complaints can be submitted in English or Lithuanian. If submitted by an authorised representative, please attach supporting documentation (e.g. a power of attorney).
When submitting a complaint, please include:
- Your full name (and company name if applicable)
- Contact details (email and/or phone)
- Date of the complaint
- Details of the issue and how your rights may have been affected
- Any supporting documentation
- Your preferred response method
We aim to respond to all complaints as quickly as possible:
- Within 15 business days for most cases
- If a delay is unavoidable, we'll inform you of a new timeline. The final response will be provided within 35 business days
If You're Not Satisfied
You may refer your complaint to the relevant authority:
UK Clients (Monavate Ltd)
Financial Ombudsman Service
EEA Clients (UAB Monavate)
Bank of Lithuania
- www.lb.lt/en/complaints-against-a-financial-service-provider
- Totorių g. 4, LT-01121 Vilnius
- Email: info@lb.lt
- Tel: +370 525 12 763
Founded in 2020 and now part of Exodus Movement, Inc. (NYSE American: EXOD). Monavate is a limited company registered in England and Wales with Registration Number 12472532 and registered offices at The Officers' Mess Business Centre, Royston Road, Duxford, Cambridge, England, CB22 4QH. Monavate is authorised and regulated by the Financial Conduct Authority with Firm Reference Number 901097, and Registered VAT number 439 773 155.
UAB Monavate is a company incorporated in Lithuania under Legal Entity Code: 305628001 with registered offices at Konstitucijos av. 21A, Vilnius, LT-08130, Lithuania. UAB Monavate is authorised and regulated by the Bank of Lithuania under Authorisation Code: LB002139
The money held in your Card Account is not protected by the Financial Services Compensation Scheme (FSCS). This means that, unlike a bank account, your funds are not covered by a statutory compensation scheme if Monavate were to fail. Instead, we protect your funds in accordance with the Electronic Money Regulations 2011. These regulations require us to safeguard customer funds by:
i. keeping them separate from Monavate’s own money; and
ii. holding them in designated safeguarding accounts with authorised credit institutions, or otherwise protecting them in a manner permitted by law.
Safeguarding is designed to ensure that your funds are protected and prioritised if Monavate were to become insolvent. In such circumstances, safeguarded funds should not be available to Monavate’s creditors and are intended to be returned to customers, subject to the insolvency process.While safeguarding is not the same as FSCS protection, it is a regulatory mechanism specifically designed for electronic money accounts to help keep customer funds safe.
UAB Monavate is a company incorporated in Lithuania under Legal Entity Code: 305628001 with registered offices at Konstitucijos av. 21A, Vilnius, LT-08130, Lithuania. UAB Monavate is authorised and regulated by the Bank of Lithuania under Authorisation Code: LB002139
The money held in your Card Account is not protected by the Financial Services Compensation Scheme (FSCS). This means that, unlike a bank account, your funds are not covered by a statutory compensation scheme if Monavate were to fail. Instead, we protect your funds in accordance with the Electronic Money Regulations 2011. These regulations require us to safeguard customer funds by:
i. keeping them separate from Monavate’s own money; and
ii. holding them in designated safeguarding accounts with authorised credit institutions, or otherwise protecting them in a manner permitted by law.
Safeguarding is designed to ensure that your funds are protected and prioritised if Monavate were to become insolvent. In such circumstances, safeguarded funds should not be available to Monavate’s creditors and are intended to be returned to customers, subject to the insolvency process.While safeguarding is not the same as FSCS protection, it is a regulatory mechanism specifically designed for electronic money accounts to help keep customer funds safe.