Effective and responsible handling of complaints processes plays a key role in building positive customer experiences and trust in the Bank. A key aspect of the Customer Experience Management Model is improving customer experience.
We take systematic and targeted actions aimed at ensuring consistent, simple and satisfying interactions at every stage of contact with the Bank.
Based on the analysis of customer research, we identify key reasons for customer dissatisfaction and areas for improvement. We engage in strategic projects and initiatives linked to areas that improve the quality of customer experience. Ensuring high-quality complaints handling is an important element of our strategy focused on customer satisfaction.
The process for handling customer complaints is a key element of the Bank’s operations, affecting not only the institution’s positive image, but also customer satisfaction and the improvement of internal processes. The main regulation governing complaint handling is the order Process for handling customer complaints of Bank Polska Kasa Opieki Spółka Akcyjna, which defines the rules and procedures for receiving and handling submissions. The basic assumptions of the process include:
We act in accordance with the Act on handling complaints by financial market entities, the Financial Ombudsman and the Financial Education Fund. Our customers may submit complaints in person at a branch, in writing, via the helpline, in electronic banking or via e-Delivery. We inform customers about all available contact channels in the Complaints Regulations, which we provide when entering into an agreement and additionally make available on the Bank’s website; we also provide information on the rules and deadlines for submitting and handling customer complaints – [Complaints – retail customer].
We systematically develop complaint submission channels in response to customer needs and regulatory requirements. This enables us to serve customers in line with their expectations, both at the complaint submission stage and during the response process.
Customers are also entitled to submit correspondence via an authorised representative; however, the Bank responds to the representative only where the power of attorney submitted expressly releases the Bank from the obligation to maintain banking secrecy. Complaints must include customer data – anonymous submissions are not processed because it is not possible to establish the facts and relate them to a specific case.
We verify each complaint for validity and whether the customer’s claim should be accepted. The decision on whether a complaint is justified is taken based on the analysis of the collected materials and recommendations. Decisions on accepting a customer’s claim are taken in line with authority limits and the guidelines described in the document Process for handling customer complaints of Bank Polska Kasa Opieki Spółka Akcyjna.
In dispute resolution, customers may seek assistance from the Customer Advocate, who handles the most difficult and non-standard cases requiring an individual approach and additional legal opinions. A customer who is a consumer of the Bank also has the option to apply for out-of-court proceedings before the Banking Arbitrator operating at the Polish Bank Association, or before the Financial Ombudsman.
Where a customer does not agree with the response to a complaint, they have the right to appeal. This can be done via the same channels available for submitting complaints. We also enable our customers to appeal to internal Bank bodies such as the Management Board or the Supervisory Board, and to external institutions, including the Financial Ombudsman, the Polish Financial Supervision Authority (KNF), as well as municipal and district consumer ombudsmen.
We handle all complaints and appeals while maintaining confidentiality and respecting personal data protection. To ensure GDPR compliance, data sent outside the Bank are encrypted and the decryption password is provided via a different communication channel.
We recognise that customer satisfaction with the complaint handling process has a direct impact on the Bank’s reputation. Customers who experience a professional and effective approach to complaint handling are more likely to remain our customers and recommend the Bank’s services to others. Therefore, we regularly monitor customer satisfaction with this process. Analysing opinions, collecting customer feedback and implementing appropriate improvements based on the data
gathered are of key importance to us are. It allows us to maintain high standards of complaints handling. In periodic surveys of the complaints process, we ask customers about their use of, and satisfaction with, the channels available for contacting the Bank. In the Q4 2025 survey, customers chose digital channels for submitting complaints most willingly (31% PeoPay and 15% Pekao24). 36% of complaints were submitted through the helpline, while only 12% opted to submit a complaint in person at a branch. The number of complaints submitted in 2025 for retail banking, private banking and sole trader (JDG) segments totalled 220,066 (in 2024, this value amounted to 205,803).
We offer multiple contact channels so that customers can submit complaints in a comfortable way that suits them. At the same time, we ensure that submitting complaints in direct-service channels takes place with full protection of customer data, confidentiality and discretion that builds customer trust. The guidelines contained in the Customer Service Standards Book set out how to act in situations requiring particular care, including how to communicate information that is unfavourable from the customer’s perspective. In line with these guidelines, we seek to mitigate the risk and customers’ concerns about retaliatory actions.
In the case of reports relating to a potential personal data breach, customers may submit requests to the Data Protection Officer via:
Information on contact channels is available on the Bank’s website; additionally, any Branch employee can inform a customer about the possibility of submitting a request and can accept such a request. All requests are forwarded to the Data Protection Officer, who keeps statistics of requests from data subjects, the number of incidents (including breaches) and complaints received from the data protection authority.
Most correspondence relating to personal data breaches is sent to us electronically, followed by the helpline and paper form. We respond to reported breaches within the deadline, in accordance with GDPR requirements. To date, we have not recorded a complaint regarding failure to provide a response. Information concerning the information clause, which sets out all possible contact routes, is included in every process involving data processing (for external and internal customers), including in the content of all employee regulations.