Poland complaints handling

Definition of a complaint

An application lodged with a financial market entity by their customer in which the customer raises objections concerning services provided by the financial market entity.

Definition of customer of the financial market entity

Every insured, policyholder, beneficiary or person entitled under the insurance agreement.

Definition of a complainant (EIOPA definition)

A person who is presumed to be eligible to have a complaint considered by an insurance undertaking and has already lodged a complaint e.g. a policyholder, insured person, beneficiary and in some jurisdictions, injured third party.

Timescales

A prompt acknowledgement of the complaint, in writing, within 5 (five) business days of the complaint being made.

A final response to be provided in writing by post within 30 (thirty) days of receipt of the complaint. The decision may be sent to you by e-mail if you requested this and provided an e-mail address.

If it is not able to provide you with a decision within 30 days because it is a complex complaint, you will be contacted. You will be advised of the reason for the delay, the circumstances that must be established to handle the case and the expected timescale within which a response will be provided, which will not be more than 60 (sixty) days after the complaint has been received.