The Financial Ombudsman’s tasks involve in particular considering submissions concerning individual cases filed due to dismissal of customers’ claims by financial service providers under the complaint procedure as well as submissions concerning failure to act on the basis of complaints handled according to the customer’s wish. The Financial Ombudsman may take legal action on behalf of customers of financial service providers in cases concerning unfair market practices related to the activities of such entities and also take part in pending proceedings if the plaintiff consents. The Financial Ombudsman may impose a financial penalty of up to PLN 100,000 on a financial service provider that breaches information obligations with regard to complaint procedure or fails to comply with deadlines for complaint handling set out in the Act of 5 August 2015 on complaints handling procedure by financial service providers and the Financial Ombudsman.

Receipt of submissions

The  Financial Ombudsman accepts submissions in individual cases filed due to dismissal of a customer’s claims by a financial service provider under the complaint procedure. Submissions concerning failure to act on the basis of complaints handled according to the customer’s wish within the legally defined deadline may also be filed to the Financial Ombudsman. The submissions may in particular concern the following institutions: banks, payment institutions, payment service offices, investment funds and investment fund companies, cooperative banks, investment companies, insurance undertakings, pension funds and pension fund companies, lending institutions or the Insurance Guarantee Fund and the Polish Motor Insurers’ Bureau.

Financial Ombudsman’s contact data:
Al. Jerozolimskie 87
02-001 Warszawa
tel. (+48) 22 333 73 26, (+48) 22 333 73 27, (+48) 22 333 73 28      
fax. 22 333 73 29

The experts of the Financial Ombudsman’s bureau are available during their office hours. More information on the Financial Ombudsman’s website