Biznes Fakty
Complaints to the bank and insurer. The government has adopted a new law
Financial institutions will be required to offer their clients an electronic method for submitting complaints. This is stipulated in a draft legislation that the government has approved today.
The Council of Ministers has approved a draft law modifying the act regarding the management of complaints by financial market entities, the Financial Ombudsman, and the Financial Education Fund (deregulation draft), proposed by the Minister of Finance.
With the introduction of the new rules, complaints can now be lodged electronically. Every bank or insurance provider will designate the channels they prefer for such communication.
No more queuing at branches or dealing with paperwork
As a result of this initiative, clients will no longer need to send physical letters or visit branches in person. Responses to complaints will be dispatched via email (or another electronic method), provided the complaint was submitted through the same channel. There will be no requirement to separately request electronic communication. Customers will still retain the right to ask for a written reply.
No more waiting in line or completing a paper complaint form. ShutterstockFor those who favor traditional mail, the option to receive a written response will remain unchanged.
The updated regulations apply to all entities in the financial market, including banks, insurance firms, pension funds, payment service providers, as well as brokers, agents, and intermediaries.
The new rules will come into effect three months following the publication of the Act in the Journal of Laws.
