How to file a complaint/claim?

If you wish to make a complaint, please refer to the relevant instructions available in the FAQ section of the Application or on the Bank's website: www.unicredit.pl. You can submit your complaint: 

• electronically – by e-mail to: reklamacje@unicredit.pl;
• by telephone – from within the Application;
• in person at any Bank branch; or 
• by post to the following address: UniCredit S.A. Spółka Akcyjna Oddział w Polsce, ul. Dobra 40, 00-344 Warsaw. 

Responses to complaints will be provided in writing by post or to your e-mail address (if you ask us to send you a response to your complaint to your e-mail address). 

Complaints will be considered without undue delay, within a period not exceeding thirty (30) days from the date of receipt or, if they concern payment services, within fifteen (15) working days from the date of receipt. To meet this deadline, it is sufficient to send a response before its expiry. In particularly complex cases, where it is not possible to consider the complaint and provide a response within the specified time limit, the Bank will inform you before the expiry of that time limit of the new time limit for considering the complaint and providing a response, which shall not exceed sixty (60) days from the date of receipt of the complaint or thirty-five (35) working days in the case of complaints concerning payment services, and of the reasons for the delay and the circumstances that need to be established in order to consider the case. 

If you disagree with the Bank's decision on your complaint, you may appeal using the channels described above, by sending an e-mail to reklamacje@unicredit.pl or by contacting us:

• by telephone directly from the Application,
• in person at a Bank branch, or 
• by post to the following address: UniCredit S.A. Spółka Akcyjna Oddział w Polsce, ul. Dobra 40, 00-344 Warsaw. 

You may request assistance in the matter covered by the complaint from the Municipal or District Consumer Ombudsman. If you are not satisfied with the Bank's handling of your complaint, you are entitled to refer the dispute concerning your relationship with the Bank: 

a) to the Banking Arbitrator – in out-of-court proceedings to resolve the dispute; only disputes concerning monetary claims arising from the Bank's failure to perform or improper performance of banking or other activities, where the value of the dispute does not exceed twelve thousand (12,000) PLN, may be subject to proceedings before the Banking Arbitrator PLN (detailed information on Banking Consumer Arbitration is available in the register of authorised entities kept by the President of the Office of Competition and Consumer Protection and on the website www.zbp.pl);