Complaint process

The process of handling complaints from the Bank’s customers is one of the important elements of the Pekao Group’s operation, affecting not only the maintenance of the institution’s positive image, but also customer satisfaction. The main regulation defining the Bank’s complaint procedure is the Order Process of handling customer complaints of Bank Polska Kasa Opieki Spółka Akcyjna. Pekao Group companies handle complaints in-house on the basis of implemented and executed procedures for receiving and handling customer complaints. These procedures have been defined in the form of internal regulations, included in the rules and regulations and contracts concluded with customers, or result from generally applicable laws.

Customers, in the course of resolving disputes that may arise in connection with the services offered, may seek the assistance of a Customer Ombudsman. The Ombudsman deals with the most difficult and non-standard matters that require an individual approach and additional legal opinions. Each Customer may contact the Ombudsman if they do not agree with the decision concerning the submitted complaint, they believe that the case is complicated and requires an individual approach or if they want to submit remarks as to the operation of the Bank. In addition, the Customer who is a consumer of the Bank may apply for out-of-court proceedings before the Bank Arbitrator operating at the Polish Bank Association or before the Financial Ombudsman.

Customer satisfaction with the complaint handling process has a direct impact on the bank’s overall reputation. Customers who experience professional and efficient handling of their complaints are more likely to remain customers and recommend the Bank’s services to others. Therefore, regular monitoring of customer satisfaction with the complaint handling process is essential for the Bank. Analyzing opinions, collecting customer feedback and making appropriate improvements based on these data are key to maintaining high standards of complaint handling. In 2023, the Bank continued its integrated customer satisfaction and loyalty research program, which covered key business processes and points of contact in the area of complaint management. The group also includes the complaint handling process itself.

In 2023, Bank Pekao Customer Ombudsman launched a podcast series focused on raising customer awareness in the financial area. Interactive audiovisual content is created to educate customers in the area of financial security, providing valuable information on cyber-security, financial fraud and general safe financial management practices. The podcast series is an innovative step toward building ties with customers and enriching their knowledge, highlighting Bank Pekao’s commitment to financial education and protecting customer interests.