Changes to the 'Rules for accepting and handling complaints for SME and Corporates
mBank S.A. would like to inform you that on 11 October 2015 we will introduce changes to the 'Rules for accepting and handling complaints for SME and Corporates', the wording of which is presented below:
Rules for accepting and handling
complaints for SME and Corporates
complaints for SME and Corporates
Complaint
A complaint is a pleading addressed to the Bank by its client, in which the client reports reservations concerning the services provided by the Bank,
in particular it is a charge of a failure to fulfil the assumed obligations, defective performance of services, or performance of low-quality services, or proceeding contrary to the law, including a demand to clarify the matter in question, or to pay compensation for incurred loss.
Available forms of filing complaints
Clients may file complaints by:
in writing, in person or by post within the meaning of Article 3 item 21 of the Postal Law Act of 23 November 2012 (Journal of Laws item 1529) - to the address of the bank’s outlet - list of outlets
verbally - by phone or in person during the Client’s visit to the bank’s outlet - list of outlets
in an electronic form - in particular via mBank CompanyNet electronic banking system, with the use of the form 'Wiadomość do Banku_Reklamacja'
Filing complaints
Each complaint should contain a detailed description of the event giving rise to reservations, Client’s expectations regarding the way of settling the complaint, bank account number and name as well as REGON number of the Client and data of the person filing the complaint (first name, last name, phone number and e-mail address).
Deadline for providing responses to complaints
The Bank handles complaints forthwith, as soon as possible; however, the deadline for handling a complaint and providing an answer should not exceed 30 calendar days from the date of receipt of the complaint by the Bank. In particularly complex cases which make it impossible to handle the complaints and provide an answer within the deadline stated in the previous sentence, it is admissible to extend the deadline to handle complaints and to provide an answer to a maximum of 60 days, however the Bank needs to notify the Client about it.
Forms of responses to complaints
Having handled the complaint, the Bank notifies the Client of the result of the complaint proceedings. Providing an answer concerning the complaint should be made in writing, through another durable medium or - in the case of a Client being a legal person or an organisational unit without legal personality - by e-mail.
Appeal against the bank’s decision
In the event when the claims arising from the compliant are not acknowledged, the Client may ask the Bank for reconsideration of the complaint within 14 days from the date of receipt of the response to the complaint. The appeal should be made in writing. The appeal should include data, referred to in the item 'Filing complaints'.
In the case when the appeal is rejected, the client has the right to file a petition with the court of general jurisdiction.
The Bank’s operations are supervised by the Polish Financial Supervision Authority.
Detailed rules governing card transaction complaints
The rules for accepting and handling complaints concerning transactions made with the use of payment cards and electronic money instrument are set forth in detail in product rules.