Complaints process at the bank
The complaints process is an important part of building the positive experience of customers and their satisfaction from cooperation with the group entities. Every complaint brought by a customer is considered individually, and every problem reported is carefully analysed and explained. The submission of complaints or appeals by customers may take various forms, depending on the customer’s decision: written, oral or electronic. The complaint handling process is conducted along two lines:
- the first line consists of organizational units dealing with the first complaints of customers (in accordance with organizational tasks they perform), and reports concerning personal data protection addressed to the President of the Personal Data Protection Office,
- the second line is the Customer’s Ombudsman and the Office of the Customer’s Ombudsman, which consider the appeals of customers against the decision of the bank’s first line in the complaints process, and the reports concerning the customers filed by the PFSA, external institutions dealing with the protection of customer rights, or individual cases.
Complaints or appeals are dealt with with due care and diligence, fairly, thoroughly and within the shortest time possible. The bank’s Code of Ethics, the Code of Good Banking Practice and the standards of customer service quality are applied when considering complaints. Consideration of a complaint or appeal involves in particular: analysing and assessing its validity, taking appropriate steps to eliminate the irregularities identified, and providing a clear and comprehensive response that should contain:
- a factual and legal justification, unless the complaint is resolved in line with the customer’s wishes,
- information about the position of the bank with regard to the customer’s objections, including an indication of the respective parts of the agreement or the product regulations,
- specification of the date on which the customer’s claim, which has been accepted by the bank, will be fulfilled.
The solution proposed by the Customer’s Ombudsman constitutes the final position of the bank in a given matter. The response deadlines are in line with the provisions of the law, in particular with the above-mentioned Act and the agreements concluded with the customers.
The complaints process is regularly monitored and reported about to the Operational Risk Committee and the bank’s Management Board and Supervisory Board. The process of handling customer complaints is supplemented by an initiation of positive changes at the bank.
Każda jednostka w banku rozpatrująca reklamacje i odwołania klientów analizuje zgłoszenia, aby zidentyfikować ewentualne nieprawidłowości, ich przyczyny i miejsce wystąpienia oraz możliwe zmiany w produktach, usługach lub procesach, które podniosłyby jakość usług banku oraz inicjuje działania naprawcze lub usprawnieniowe. Przekazuje także do Biura Rzecznika Klienta oraz do jednostki rozpatrującej zgłoszenie informację o podejmowanych działaniach oraz terminie i sposobie ich wdrożenia. To podejście do procesu reklamacyjnego sprawia, że pojedyncze zgłoszenia prowadzą do wdrożenia korzystnych rozwiązań nie tylko dla zgłaszającego, ale także innych klientów. Biuro Rzecznika Klienta monitoruje wdrażanie działań naprawczych.
Every unit at the bank that considers complaints and appeals of the customers analyses the reports received to identify possible irregularities, causes and places of their occurrence and to identify possible changes to products, services or processes whose implementation would contribute to an improvement in the quality of the services provided by the bank, and takes remedial or improvement actions. It also provides information on the undertaken actions and the date and method of its implementation to the Office of the Customer’s Ombudsman and to the organizational unit handling the complaint. This approach to the complaint process means that individual reports lead to the implementation of solutions that are beneficial not only for the person filing the report, but also for other customers. The implementation of remedial action is monitored by the Office of the Customer’s Ombudsman.
Complaints process at the group entities
The bank’s subsidiaries manage complaints on their own and implement and follow their own procedures for receiving and considering customer complaints. These procedures have been adopted in the form of internal procedures or regulations of the entities, are included in the regulations and contained in the agreements with customers or arise from the provisions of the generally applicable law. Complaints are handled reliably and objectively, taking into account all the information and documents related to the problem reported by the customer and in accordance with the provisions of the law and concluded agreements. Most subsidiaries of the bank are subject to the Act on handling complaints by financial market entities and on the Financial Ombudsman, which regulates this process in detail.
In 2020, the group entities received nearly 320.5 thousand complaints (2019: 271 thousand), of which approx. 80% were handled within 14 days (2019: 86%). Around 58% of all cases were fully or partly settled in the customer’s favour (2019: 61%).