Complaint to the bank for a refund – how to write.
July 27, 2019
A complaint to the bank is the right of every customer, which is why today we will deal with this topic. How to write a complaint to the bank? How much time does the bank have to consider the complaint? And finally – what is the answer to a complaint? Failure to meet the deadline for considering a complaint means that it will be considered according to the will of the client. What to do in the absence of a response to the complaint? Let’s check how to assert your rights! http://cedarsinnauburn.com has more details
How to write a complaint to the bank?
Taking cash loans, using a credit card, transferring funds to a bank account – every day we use banking services and products that are used in everyday life. When we have reservations about the services provided to us, we can submit a complaint to the bank.
A complaint at a bank is a referral to a banking institution in the form of a complaint or complaint in the event of the bank failing to comply with the terms of the contract or in the event of other irregularities.
How to write a complaint? The letter of complaint should be concise and specific. It is intended to indicate our reasons and expectations for solving the problem. You do not need to rely on the law, it is enough to firmly present the situation.
What should I provide in a complaint to the bank for a refund?
The complaint to the bank should include the following information:
- identification data, including first name, last name and PESEL, in the case of companies, company name and REGON or NIP,
- current contact details, including correspondence address, telephone number and email address,
- product or service details to which the complaint relates, e.g. bank account number or credit agreement number,
- content of the reservation regarding products or services,
- expectations towards the bank in connection with the situation,
- desired way of responding to a complaint.
If the need arises, the bank may ask the client to provide additional written information or documents necessary to consider the complaint.
What can a complaint about a bank apply to?
Filing a complaint may relate to various irregularities, including:
- mistakes in calculating fees, e.g. calculating fees that do not comply with the signed loan agreement,
- providing services not in accordance with the contract, e.g. when we set up a basic payment account, hoping to avoid card fees, and yet the bank charges us costs,
- default, e.g. when we cannot log into electronic banking and the bank has not informed about the failure,
- incorrect bank transfers.
How to make a complaint to the bank?
There are several ways to file a complaint to the bank.
Available forms of submitting a complaint:
- in writing at a bank branch,
- in writing by post,
- verbally by contacting the bank by phone,
- in electronic form in electronic banking or by other means of electronic communication,
- by using the form available on the bank’s website,
What is the deadline for considering the complaint?
Pursuant to the Act of August 5 on consideration of complaints by financial market entities and the Financial Ombudsman, the statutory deadline for consideration of complaints is 30 days from the day the bank receives the complaint letter.
In particularly complex cases, this period may be extended to 60 days. In such a situation, the bank should inform the customer about:
- reasons for the delay,
- circumstances to be determined,
- the expected date of reply.
Complaint response forms
How can the bank respond to the complaint?
Available forms of response to the complaint:
- reply in paper form, sent by letter,
- answer in online banking or by email,
- telephone answer
- oral answer at the bank’s outlet.
What does the answer to a complaint look like?
Pursuant to Article 9 of the Act on the handling of complaints by financial market entities and the Financial Ombudsman, the response to the complaint should include in particular:
- “Factual and legal justification, unless the complaint was examined in accordance with the will of the client,
- comprehensive information on the position of the financial market entity regarding the objections raised, including an indication of the relevant fragments of the template contract or contract,
- name and surname of the person providing the answer indicating his / her official position,
- specification of the time limit within which the claim raised in the complaint examined in accordance with the will of the customer will be implemented, no later than 30 days from the date of the reply.”
Failure to consider a complaint within the time limits – consequences for the bank and the client
Failure to review the complaint within the time limit means its consideration in accordance with the will of the client. The benefit for the client does not mean a benefit for the bank, that’s why banking institutions try to answer within 30 days, and in justified cases extend the deadline to answer to 60 days.
What to do if your complaint is not accepted?
If the complaint is not accepted, we may appeal against the complaint in the manner provided for making a complaint or use other methods as part of an appeal.
The customer dissatisfied with the way the complaint was handled may:
- address a Customer Ombudsman appointed within the bank’s structure. We submit the application to the Customer Ombudsman in the same way as a complaint to the bank, properly addressing the letter,
- lodge a complaint with the Financial Ombudsman. The Financial Ombudsman will help us provided that the complaint path in the bank is exhausted,
- ask for assistance to Bank Consumer Arbitration, in the case of claims in accordance with the Regulations of Bank Consumer Arbitration. In this case, the condition is exhaustion of the complaint procedure,
- report to the Office of Competition and Consumer Protection, which defends the interests of clients in relations with banks and entrepreneurs. KOKUk may provide advice or report if the bank’s conduct concerns a larger group of clients,
- bring an action to the appropriate common court. Let us remember that the transition to court closes us the possibility of settling the case with the help of the Financial Ombudsman or Consumer Consumer Arbitration. Bringing a case to court is justified in disputes involving larger amounts, but we must bear in mind that court proceedings can last for months (and even years!),
- submit a request to the Banking Ethics Committee operating at the Polish Bank Association.
We can enforce our rights in various ways. We use our rights when we do not agree with the bank’s decision or behavior. Irregularities happen, but we’ll have a better chance to avoid them if we choose current products, such as the ranking of cash loans, when choosing banking products.