{"id":2209,"date":"2026-02-13T11:10:33","date_gmt":"2026-02-13T10:10:33","guid":{"rendered":"https:\/\/www.kancelariamacura.pl\/?p=2209"},"modified":"2026-02-23T16:31:42","modified_gmt":"2026-02-23T15:31:42","slug":"changes-to-the-rules-governing-the-handling-of-complaints-by-financial-market-entities","status":"publish","type":"post","link":"https:\/\/www.kancelariamacura.pl\/en\/changes-to-the-rules-governing-the-handling-of-complaints-by-financial-market-entities\/","title":{"rendered":"Changes to the rules governing the handling of complaints by financial market entities"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">As of 13 February 2026, financial institutions will operate under new rules regarding the acceptance and handling of customer complaints. The changes result from the amendment to the act on the handling of complaints by financial market entities, on the Financial Ombudsman and on the Financial Education Fund (the \u201cAmendment\u201d) dated October 17<sup>th<\/sup>, 2025.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The Amendment is primarily intended to streamline the complaint handling process and place greater emphasis on electronic forms of response.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">New Rules for Submitting Complaints (art. 3 section 2 of the act)<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The Amendment exhaustively specifies the permissible forms of submitting complaints, which include:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>In writing:<\/strong><br>a. in paper form \u2013 submitted in person or sent by post, or dispatched at a&nbsp;branch of an entity providing correspondence delivery services within the European Union; or<br>b. in electronic form \u2013 via a&nbsp;means of electronic communication or sent to an electronic delivery address (e-Delivery);<\/li>\n\n\n\n<li><strong>Orally<\/strong> \u2013 by telephone or in person for the record during a&nbsp;customer\u2019s visit to a&nbsp;branch.<\/li>\n<\/ol>\n\n\n\n<p class=\"wp-block-paragraph\">Regarding electronic communication, the legislator refers to the definition of an electronic delivery address and to the database of electronic addresses as the reference register.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">A&nbsp;financial market entity is required to provide customers with access to specified electronic communication channels for handling complaints and to clearly indicate these channels in its internal procedures and customer communications.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>New Rules for Responding to Complaints (art. 5 of the act)<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The Amendment introduces a&nbsp;mechanism for providing responses in writing, distinguishing the medium depending on the form in which the complaint was submitted and the customer\u2019s request:<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">a. <strong>Complaint submitted electronically<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>the response is provided electronically as a&nbsp;rule,<\/li>\n\n\n\n<li>paper form only at the customer\u2019s explicit request.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">b. <strong>Complaint submitted in paper form<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>the response is provided in paper form as a&nbsp;rule,<\/li>\n\n\n\n<li>electronic form only at the customer\u2019s request.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">c. <strong>Complaint submitted orally<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>the response is provided in paper or electronic form, according to the customer\u2019s choice,<\/li>\n\n\n\n<li>providing a&nbsp;response exclusively orally <strong>is not permitted<\/strong>.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Rules for delivering electronic responses (Art. 5 section 2 of the act)<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">In the case of electronic responses:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>if the complaint was submitted via a&nbsp;means of electronic communication, the response should be delivered through the same channel or another channel indicated by the customer.<\/li>\n\n\n\n<li>if the complaint was sent to an electronic delivery address, the response shall be delivered to the address entered in the database of electronic addresses.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">The remaining provisions of the Act on the Handling of Complaints remain unchanged.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Entry into force and transitional provisions<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The Amendment enters into force on February 13 th, 2026.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Complaints submitted and not yet resolved before that date will be subject to the previous regulations.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Recommendations<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">In connection with the entry into force of the Amendment, we recommend adjusting internal procedures within institutions and reviewing documents provided to customers (agreements and terms and conditions).<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Should you have any questions or require support in implementing the new regulations, we remain at your disposal.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Starting 13 February 2026, the rules for handling complaints by financial institutions will change \u2013 an amendment to the Act on the Handling of Complaints by Financial Market Entities, the Financial Ombudsman, and the Financial Education Fund dated 17 October 2025.<\/p>\n","protected":false},"author":2,"featured_media":2201,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[36],"tags":[],"class_list":["post-2209","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-payment-services"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Changes to the rules governing the handling of complaints by financial market entities - MACURA | Unikalna wiedza ekspercka<\/title>\n<meta name=\"description\" content=\"Starting 13 February 2026, the rules for handling complaints by financial institutions will change \u2013 an amendment to the Act on the Handling of Complaints by Financial Market Entities, the Financial Ombudsman, and the Financial Education Fund dated 17 October 2025.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.kancelariamacura.pl\/en\/changes-to-the-rules-governing-the-handling-of-complaints-by-financial-market-entities\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Changes to the rules governing the handling of complaints by financial market entities - MACURA | Unikalna wiedza ekspercka\" \/>\n<meta property=\"og:description\" content=\"Starting 13 February 2026, the rules for handling complaints by financial institutions will change \u2013 an amendment to the Act on the Handling of Complaints by Financial Market Entities, the Financial Ombudsman, and the Financial Education Fund dated 17 October 2025.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.kancelariamacura.pl\/en\/changes-to-the-rules-governing-the-handling-of-complaints-by-financial-market-entities\/\" \/>\n<meta property=\"og:site_name\" content=\"MACURA | Unikalna wiedza ekspercka\" \/>\n<meta property=\"article:published_time\" content=\"2026-02-13T10:10:33+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-02-23T15:31:42+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.kancelariamacura.pl\/wp-content\/uploads\/MMA_grafika-www_Reklamacje-Alert-prawny-Compliance_12022026.png\" \/>\n\t<meta property=\"og:image:width\" content=\"930\" \/>\n\t<meta property=\"og:image:height\" content=\"479\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Joanna Roszak\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Joanna Roszak\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.kancelariamacura.pl\/en\/changes-to-the-rules-governing-the-handling-of-complaints-by-financial-market-entities\/\",\"url\":\"https:\/\/www.kancelariamacura.pl\/en\/changes-to-the-rules-governing-the-handling-of-complaints-by-financial-market-entities\/\",\"name\":\"Changes to the rules governing the handling of complaints by financial market entities - MACURA | Unikalna wiedza ekspercka\",\"isPartOf\":{\"@id\":\"https:\/\/www.kancelariamacura.pl\/en\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.kancelariamacura.pl\/en\/changes-to-the-rules-governing-the-handling-of-complaints-by-financial-market-entities\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.kancelariamacura.pl\/en\/changes-to-the-rules-governing-the-handling-of-complaints-by-financial-market-entities\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.kancelariamacura.pl\/wp-content\/uploads\/MMA_grafika-www_Reklamacje-Alert-prawny-Compliance_12022026.png\",\"datePublished\":\"2026-02-13T10:10:33+00:00\",\"dateModified\":\"2026-02-23T15:31:42+00:00\",\"author\":{\"@id\":\"https:\/\/www.kancelariamacura.pl\/en\/#\/schema\/person\/cc50c6889d3b64b7cba902f04921bc20\"},\"description\":\"Starting 13 February 2026, the rules for handling complaints by financial institutions will change \u2013 an amendment to the Act on the Handling of Complaints by Financial Market Entities, the Financial Ombudsman, and the Financial Education Fund dated 17 October 2025.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.kancelariamacura.pl\/en\/changes-to-the-rules-governing-the-handling-of-complaints-by-financial-market-entities\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.kancelariamacura.pl\/en\/changes-to-the-rules-governing-the-handling-of-complaints-by-financial-market-entities\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.kancelariamacura.pl\/en\/changes-to-the-rules-governing-the-handling-of-complaints-by-financial-market-entities\/#primaryimage\",\"url\":\"https:\/\/www.kancelariamacura.pl\/wp-content\/uploads\/MMA_grafika-www_Reklamacje-Alert-prawny-Compliance_12022026.png\",\"contentUrl\":\"https:\/\/www.kancelariamacura.pl\/wp-content\/uploads\/MMA_grafika-www_Reklamacje-Alert-prawny-Compliance_12022026.png\",\"width\":930,\"height\":479,\"caption\":\"Zmiana w zasadach rozpatrywania reklamacji przed podmioty rynku finansowego\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.kancelariamacura.pl\/en\/changes-to-the-rules-governing-the-handling-of-complaints-by-financial-market-entities\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.kancelariamacura.pl\/en\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Payment services\",\"item\":\"https:\/\/www.kancelariamacura.pl\/en\/category\/payment-services\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Changes to the rules governing the handling of complaints by financial market entities\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.kancelariamacura.pl\/en\/#website\",\"url\":\"https:\/\/www.kancelariamacura.pl\/en\/\",\"name\":\"MACURA | Prawo dla lider\u00f3w Fintech\",\"description\":\"Prawo dla lider\u00f3w Fintech\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.kancelariamacura.pl\/en\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.kancelariamacura.pl\/en\/#\/schema\/person\/cc50c6889d3b64b7cba902f04921bc20\",\"name\":\"Joanna Roszak\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Changes to the rules governing the handling of complaints by financial market entities - MACURA | Unikalna wiedza ekspercka","description":"Starting 13 February 2026, the rules for handling complaints by financial institutions will change \u2013 an amendment to the Act on the Handling of Complaints by Financial Market Entities, the Financial Ombudsman, and the Financial Education Fund dated 17 October 2025.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.kancelariamacura.pl\/en\/changes-to-the-rules-governing-the-handling-of-complaints-by-financial-market-entities\/","og_locale":"en_US","og_type":"article","og_title":"Changes to the rules governing the handling of complaints by financial market entities - MACURA | Unikalna wiedza ekspercka","og_description":"Starting 13 February 2026, the rules for handling complaints by financial institutions will change \u2013 an amendment to the Act on the Handling of Complaints by Financial Market Entities, the Financial Ombudsman, and the Financial Education Fund dated 17 October 2025.","og_url":"https:\/\/www.kancelariamacura.pl\/en\/changes-to-the-rules-governing-the-handling-of-complaints-by-financial-market-entities\/","og_site_name":"MACURA | Unikalna wiedza ekspercka","article_published_time":"2026-02-13T10:10:33+00:00","article_modified_time":"2026-02-23T15:31:42+00:00","og_image":[{"width":930,"height":479,"url":"https:\/\/www.kancelariamacura.pl\/wp-content\/uploads\/MMA_grafika-www_Reklamacje-Alert-prawny-Compliance_12022026.png","type":"image\/png"}],"author":"Joanna Roszak","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Joanna Roszak","Est. reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.kancelariamacura.pl\/en\/changes-to-the-rules-governing-the-handling-of-complaints-by-financial-market-entities\/","url":"https:\/\/www.kancelariamacura.pl\/en\/changes-to-the-rules-governing-the-handling-of-complaints-by-financial-market-entities\/","name":"Changes to the rules governing the handling of complaints by financial market entities - MACURA | Unikalna wiedza ekspercka","isPartOf":{"@id":"https:\/\/www.kancelariamacura.pl\/en\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.kancelariamacura.pl\/en\/changes-to-the-rules-governing-the-handling-of-complaints-by-financial-market-entities\/#primaryimage"},"image":{"@id":"https:\/\/www.kancelariamacura.pl\/en\/changes-to-the-rules-governing-the-handling-of-complaints-by-financial-market-entities\/#primaryimage"},"thumbnailUrl":"https:\/\/www.kancelariamacura.pl\/wp-content\/uploads\/MMA_grafika-www_Reklamacje-Alert-prawny-Compliance_12022026.png","datePublished":"2026-02-13T10:10:33+00:00","dateModified":"2026-02-23T15:31:42+00:00","author":{"@id":"https:\/\/www.kancelariamacura.pl\/en\/#\/schema\/person\/cc50c6889d3b64b7cba902f04921bc20"},"description":"Starting 13 February 2026, the rules for handling complaints by financial institutions will change \u2013 an amendment to the Act on the Handling of Complaints by Financial Market Entities, the Financial Ombudsman, and the Financial Education Fund dated 17 October 2025.","breadcrumb":{"@id":"https:\/\/www.kancelariamacura.pl\/en\/changes-to-the-rules-governing-the-handling-of-complaints-by-financial-market-entities\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.kancelariamacura.pl\/en\/changes-to-the-rules-governing-the-handling-of-complaints-by-financial-market-entities\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.kancelariamacura.pl\/en\/changes-to-the-rules-governing-the-handling-of-complaints-by-financial-market-entities\/#primaryimage","url":"https:\/\/www.kancelariamacura.pl\/wp-content\/uploads\/MMA_grafika-www_Reklamacje-Alert-prawny-Compliance_12022026.png","contentUrl":"https:\/\/www.kancelariamacura.pl\/wp-content\/uploads\/MMA_grafika-www_Reklamacje-Alert-prawny-Compliance_12022026.png","width":930,"height":479,"caption":"Zmiana w zasadach rozpatrywania reklamacji przed podmioty rynku finansowego"},{"@type":"BreadcrumbList","@id":"https:\/\/www.kancelariamacura.pl\/en\/changes-to-the-rules-governing-the-handling-of-complaints-by-financial-market-entities\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.kancelariamacura.pl\/en\/"},{"@type":"ListItem","position":2,"name":"Payment services","item":"https:\/\/www.kancelariamacura.pl\/en\/category\/payment-services\/"},{"@type":"ListItem","position":3,"name":"Changes to the rules governing the handling of complaints by financial market entities"}]},{"@type":"WebSite","@id":"https:\/\/www.kancelariamacura.pl\/en\/#website","url":"https:\/\/www.kancelariamacura.pl\/en\/","name":"MACURA | Prawo dla lider\u00f3w Fintech","description":"Prawo dla lider\u00f3w Fintech","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.kancelariamacura.pl\/en\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/www.kancelariamacura.pl\/en\/#\/schema\/person\/cc50c6889d3b64b7cba902f04921bc20","name":"Joanna Roszak"}]}},"_links":{"self":[{"href":"https:\/\/www.kancelariamacura.pl\/en\/wp-json\/wp\/v2\/posts\/2209","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.kancelariamacura.pl\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.kancelariamacura.pl\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.kancelariamacura.pl\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.kancelariamacura.pl\/en\/wp-json\/wp\/v2\/comments?post=2209"}],"version-history":[{"count":1,"href":"https:\/\/www.kancelariamacura.pl\/en\/wp-json\/wp\/v2\/posts\/2209\/revisions"}],"predecessor-version":[{"id":2210,"href":"https:\/\/www.kancelariamacura.pl\/en\/wp-json\/wp\/v2\/posts\/2209\/revisions\/2210"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.kancelariamacura.pl\/en\/wp-json\/wp\/v2\/media\/2201"}],"wp:attachment":[{"href":"https:\/\/www.kancelariamacura.pl\/en\/wp-json\/wp\/v2\/media?parent=2209"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.kancelariamacura.pl\/en\/wp-json\/wp\/v2\/categories?post=2209"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.kancelariamacura.pl\/en\/wp-json\/wp\/v2\/tags?post=2209"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}