In Polish: Reklamacja w banku
This is the word you will see in bank documents.
Definition
A complaint (reklamacja) is a customer's submission raising objections to a bank's service, e.g. how interest or fees were charged or how the loan agreement was performed. The bank replies within 30 days at the latest, and in particularly complex cases within 60 days. The rules are set by the Polish Act of 5 August 2015 on complaints handled by financial market entities.
What it means for you
A complaint is the first and compulsory step before you turn to the Financial Ombudsman or the Banking Arbitrator. If the bank does not reply on time, the complaint is deemed resolved in your favour. A well-written complaint with the amount and the legal basis is often enough to get money back without going to court.
Full entry in Polish, with a worked example and sources
Frequently asked questions
How long does the bank have to reply to a complaint?
30 days from receiving it. In particularly complex cases up to 60 days, if the bank informs you of the reason for the delay beforehand.
What if the bank does not reply on time?
The complaint is deemed resolved in your favour. Keep proof of delivery and call on the bank to carry out your demand.
What can I do if the bank rejects my complaint?
You can apply to the Financial Ombudsman, use the Banking Arbitrator at the ZBP in disputes up to an amount limit, or sue in court.
Related terms
Definitions are simplified and reflect Polish law and bank practice as of October 2026. Where every word matters, the Act and your loan agreement decide. Figures in examples are indicative and are not a bank offer. The Polish version of each entry has worked examples and sources.
Other terms in “Loan agreement and borrower rights”