Complaint to a bank or other financial institution (Poland)

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A customer's complaint to a Polish bank, credit union, lender or insurer — about a wrongly charged fee or interest, an instruction not carried out, a faulty transfer or a refused payout: the product or contract, what the complaint is about, the demand, the amount and account for a refund, and how to reply. It reminds the institution of the statutory 30 days — 15 business days for payment services — after which the complaint is deemed decided in the customer's favour.

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Common questions

How long does a Polish bank have to answer a customer complaint?

30 days from receiving it, and up to 60 in particularly complex cases — provided the bank explains the delay within the first deadline (arts. 6 and 7 of the Complaints Act). For payment services, such as transfers and cards, the deadlines are 15 and 35 business days. If the bank misses them, the complaint is deemed decided in the customer's favour (art. 8).

Where can a customer turn when a Polish bank or insurer rejects a complaint?

To the Financial Ombudsman — once the complaint has been decided, a free request to examine the case can be filed, in which the Ombudsman takes it up with the institution, or a settlement procedure started, in which the Ombudsman proposes terms to both sides. Customers of banks in the Polish Bank Association can also use its Consumer Banking Arbitrator. None of these rules out a lawsuit, and the Ombudsman can also submit a view in court proceedings.

In what form can a complaint be made to a Polish bank?

In writing — at a branch or by post — orally, by phone or in person for the record, or electronically through the channel the bank specifies (art. 3 of the Complaints Act). Safest is a form that records the date of filing, since the answer deadline runs from it. The bank replies on paper, and by email only at the customer's request.