The customer complaint handling process is a crucial element of the Bank’s operations, influencing not only the institution’s reputation but also customer satisfaction and internal process improvements. The primary regulation governing the complaint procedure is the Complaint Handling Process of Bank Polska Kasa Opieki Spółka Akcyjna, which outlines the rules and procedures for lodging and reviewing complaints.
Processes for Addressing Negative Impacts and Consumer and End-User Complaint Channels [S4 -3]
We prioritise open communication and collaboration, offering multiple channels for customers to provide feedback and submit complaints. Our goal is to continuously refine processes and services to enhance customer satisfaction.
The key principles of the process include:
Compliance with applicable laws
Transparency in complaint handling
Clarity and accessibility for consumers
Timely and efficient resolution
We operate in accordance with the Act on Complaints Handling by Financial Market Entities, the Financial Ombudsman, and the Financial Education Fund. Customers can submit complaints in person at a branch, in writing, via the helpline, through online banking, or via e-Delivery. Full details on available complaint channels are provided in the Complaints Policy, which is shared at the time of agreement signing and is also available on the Bank’s website under the document Information on the Rules and Deadlines for Filing and Reviewing Complaints at Bank Polska Kasa Opieki Spółka Akcyjna, intended for individual customers.
These channels are continuously developed in response to customer and regulatory feedback, as well as through internal collaboration with various Bank departments. This ensures that complaints and responses are handled in line with customer expectations.
Additionally, customers have the right to submit complaints via an authorised representative. However, the Bank will respond to the representative only if the authorisation explicitly waives banking secrecy.
All complaints must include the customer’s details, while as anonymous complaints cannot be processed due to the inability to verify facts and link the case to a specific customer.
All complaints and appeals are processed with strict confidentiality and data protection in accordance with the GDPR. When sending personal data outside the Bank, we ensure encryption, with the password transmitted via a separate communication channel.
Customer satisfaction with the complaint resolution process directly impacts the Bank’s reputation. Customers who experience professional and effective complaint handling are more likely to remain with the Bank and recommend its services to others. Therefore, ongoing monitoring of customer satisfaction with the complaints process is essential. We regularly analyse customer feedback and implement necessary improvements to maintain high service standards. A quarterly customer survey assesses the usability and satisfaction levels of available complaint channels.
In the Q4 2024 survey, the most frequently used channels for lodging complaints were digital platforms (36% via PeoPay, 18% via Pekao24), followed by the helpline (29%), while only 15% of customers opted to visit a branch. In 2024, a total of 205,803 complaints were submitted in the retail banking, private banking, and sole proprietorship (JDG) segments. The Q4 results also showed an increase in the likelihood of customers recommending Bank Pekao after filing a complaint. Compared to Q3, the share of promoters increased to 36%, while the share of detractors fell to 36%, resulting in an NPS score of 0 (+13 points).
Personal Data Breaches
Customers can report potential personal data breaches to the Data Protection Officer (DPO) via the following channels:
- Helpline
- In person at a branch
- In writing
- By email to iod@pekao.com.pl,
- Through online banking.
Information on these reporting channels is available on the Bank’s website. Additionally, all branch employees may inform customers about their right to submit a data breach report and accept that report. All are directed to the Data Protection Officer (DPO), who maintains records of submitted reports, the number of incidents (including data breaches), and complaints filed with the Data Protection Office (UODO).
Most data breach-related correspondence is received electronically, followed by telephone and paper submissions. All responses are issued within the GDPR-mandated deadlines. To date, no complaints have been registered regarding failure to respond. Information about the privacy clause, which outlines all available communication channels, is included in every process involving data processing – both for external customers and internal – and is incorporated into all employee regulations and policies.