Complaints
Do you have a complaint?
If you have any objection or complaint against some financial organization you should proceed as follows:
1. Put forward your complaint to the financial organization
The first step should always involve addressing your complaint to the financial organization whose service or procedure you are complaining about. Financial organizations are always obliged to provide a written statement of their position and their measures taken in relation to your complaint.
For this reason we recommend that you obtain a written decision from management, in the first instance, before taking any further steps.
2. Put forward your complaint to the Polish Financial Supervision Authority
If your claim is rejected you have the option of complaining directly to the Polish Financial Supervision Authority.
PFSA receives signals about irregularities and frauds in the authorized entities’ activity. After receiving a complaint PFSA turns to the entity for clear-sighted investigation in given case and assuming an attitude towards all raised objections. The entity is also obliged to send a detailed explanation to the client. In addition, gathered information is used by PFSA to analyze market practices and, as a consequence, to take actions in order to eliminate possible legal violations and infringements of clients’ rights.
ATTENTION! There is a possibility to consult with a person responsible for the given case by calling on 0048 22 262 40 54 on Tuesdays and Thursdays from 10 a.m. to 1 p.m.
There are number of ways to contact PFSA with regards to raising a complaint against authorized entities.
• Request it by writing directly to the Customer Protection Department at the following address:
Komisja Nadzoru Finansowego
Departament Ochrony Klientów
Pl. Powstańców Warszawy 1
00-950 Warszawa
• Request it personally at the address above
• Request the form by emailing the Customer Protection Department at dok@knf.gov.pl
We hereby call your attention that we deal with specific claims provided that you submit it duly signed (name, address, e-mail, phone, the complain institution, your identity at the complained institution, e.g. contract number, bank account number, etc.) and attach the case related documents.
ATTENTION! In case of submitting a complaint through a person acting as a private person’s attorney it is required to file a claim by writing directly to the PFSA or personally at the PFSA office. Moreover, one should attach an original or certified copy of a proxy or other document that the proxy results from. Posting way is also necessary regarding complaint with the case related documents attached.
3. Put forward your complaint to the Insurance Ombudsman
Complaints concerning insurance companies and pension funds can be also referred to the Insurance Ombudsman.
Contact details:
Biuro Rzecznika Ubezpieczonych
Al. Jerozolimskie 44
00-024 Warszawa
phone: 0048 22 333 73 26, 0048 22 333 73 27, 0048 22 333 73 28
fax: 0048 22 333 73 29
e-mail: biuro@rzu.gov.pl
Consumer Organizations
In the individual cases consumers have a possibility to obtain free legal advice from the municipal or county consumer ombudsman or from one of funded by government consumer organizations – The Consumer Federation (http://www.federacja-konsumentow.org.pl/) or The Polish Consumer Association (http://www.skp.pl/).
More information >>> Office of Competition and Consumer Protection
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