Last updated: 25 April 2026
UAB Totalis is committed to providing high-quality products and services to all our trade partners. We take all complaints seriously and aim to resolve them promptly and fairly. This policy sets out how you can raise a complaint and what you can expect from us.
1. Scope
This policy applies to complaints from:
- –Existing trade customers and distribution partners
- –Prospective buyers who have received a quote or sample
- –Any party with a legitimate concern related to our products or services
2. What Counts as a Complaint?
A complaint is any expression of dissatisfaction about our products, services, staff or processes, including:
- –Incorrect or damaged goods delivered
- –Delayed shipments or logistics failures
- –Invoicing errors or payment disputes
- –Quality issues or non-compliance with specification
- –Conduct of our staff or representatives
- –Data handling concerns (see also our Privacy Policy)
3. How to Submit a Complaint
Please contact us using one of the following methods:
Email: as@totalis.lt — include your company name, order reference (if applicable), and a clear description of the issue.
Post: UAB Totalis, Vytauto g. 35-28, Vilnius LT-08119, Lithuania.
We recommend submitting complaints in writing (email preferred) so that you have a record of your submission and we can respond in a traceable way.
4. Our Complaints Process
Step 1 — Acknowledgement: We will acknowledge your complaint within 2 business days of receipt, confirming who is handling your case and providing a reference number.
Step 2 — Investigation: We will investigate your complaint thoroughly. This may involve reviewing order records, contacting logistics partners, or requesting photographs of damaged goods. We aim to complete this within 10 business days.
Step 3 — Resolution: We will provide a written response with our findings and any proposed remedy — such as replacement goods, credit note, or revised invoice. Complex cases may take up to 20 business days.
Step 4 — Escalation: If you are not satisfied with our response, you may request that your complaint is escalated to senior management. We will review the matter and respond within a further 10 business days.
5. Remedies
Depending on the nature and outcome of the complaint, remedies may include:
- –Replacement of defective or missing products
- –Credit note or partial refund
- –Revised documentation or invoice correction
- –Apology and process improvement commitment
- –Compensation for direct losses where liability is established
6. External Resolution
If we are unable to resolve your complaint to your satisfaction through our internal process, you may seek external resolution through:
- –State Consumer Rights Protection Authority of Lithuania (for consumer-related matters)
- –Lithuanian Chamber of Commerce, Industry and Crafts mediation service
- –Applicable courts in Lithuania under Lithuanian law
7. Confidentiality
All complaints are handled in strict confidence. Personal data shared as part of the complaint process will be processed in accordance with our Privacy Policy and GDPR.
8. Continuous Improvement
We review complaint trends regularly to identify patterns and improve our processes. All resolved complaints are logged internally and used to inform staff training and quality controls.
9. Contact
For any questions about this policy, contact us at as@totalis.lt or write to us at our registered address: Vytauto g. 35-28, Vilnius LT-08119, Lithuania.