Consumer rights in the financial market
Your consumer rights are protected by Polish law, giving you certainty and security in your daily financial life. Knowledge of these rights is crucial to be able to defend your interests and avoid unfair practices.
Who is the consumer?
According to the Civil Code, a consumer is an individual who performs a legal act (e.g., buys a product, signs a contract) with an entrepreneur for a purpose not directly related to his/her business or professional activity. Put simply, a consumer is you when you buy shoes, order telecommunications service or open a bank account for your own private use.
Key legislation
Two key pieces of legislation regulate consumer rights in Poland:
- Civil Code
- Law on Consumer Rights of May 30, 2014.
These documents define your basic rights, such as the right to information, the right to withdraw from the contract, or the right to complain.
Your key rights
Right to information:
Before entering into any contract, the company has an obligation to provide you with clear and understandable information about the product or service. You need to know exactly how much you will pay (including fees, commissions and interest rates), what the terms of the contract are, and how you can opt out of it
Right of withdrawal:
For contracts concluded at a distance (e.g., online) or off-premises (e.g., at a representative’s home), you have the right to withdraw from the contract within 14 days without giving a reason. This is a very important right that protects you from rash decisions
Right to Complaint:
If a product or service is defective or not in accordance with the contract, you have the right to file a complaint. The company is obliged to accept your complaint and process it within the statutory period. For financial complaints, the deadline is usually 30 days
The right to protection of personal data:
Your personal data is protected. The company can only process them if it has a legal basis to do so, and it must keep them safe. You have the right to know what data it holds about you, and you have the right to correct or delete it
By knowing these laws, you are able to make more informed decisions and effectively protect yourself from potential problems.
Sample complaint letter – PDF file
Model letter of complaint of goods – PDF file
Sample complaint letter
[Customer’s name]
[Residential address]
[Telephone number]
[Email address]
[Bank account number]
[City], on [date]
[Name of Bank/Financial Institution]
[Address of Bank/Financial Institution]
[Branch number, if applicable]
Complaint number: [If you have one, enter the number of the complaint reported, e.g. by telephone].
Regarding: Complaint regarding [type of product/service, e.g., erroneous transfer, charge, failure to carry out instructions].
Dear Sirs,
I hereby make a complaint regarding [type of product/service, e.g., personal account number _**_**_**_**_**_**_**_**_****] in connection with the situation that occurred on [date of event].
Detailed description of the problem: [At this point, describe exactly what happened. Give dates, amounts, transaction numbers or other relevant details. The more detailed the description, the easier it will be to solve the problem. For example: On 15/08/2025, I noticed that my account was charged a fee of PLN 15 for account maintenance. According to the agreement I concluded, account maintenance should be free if I meet the conditions (e.g. monthly inflow of PLN 1,000). This condition was fulfilled by me, as confirmed by the transaction history. ]
Request/Request: In connection with the above, I request [e.g., refund of the improperly charged fee to my account, cancellation of the transaction, clarification of the situation].
Thank you in advance for your prompt consideration of my complaint. I expect a written response within the statutory period of 30 days from the date of receipt of this letter.
Sincerely,
[Legible signature] [Name].
Model letter of complaint of goods
[Customer’s name]
[Residential address]
[Telephone number]
[Email address]
[Bank account number]
[City], on [date]
[Name of Vendor/Store ]
[Address of Vendor/Store]
[E-mail or phone number for contact].
Complaint number: [If you have one, enter the number of the complaint reported, e.g. by telephone].
Subject: Claim for goods purchased on [date of purchase] – [name of goods].
Dear Sirs,
I hereby make a complaint regarding the goods purchased from your store. The details of the purchase are:
- Merchandise name: [e.g., Samsung Galaxy S23 smartphone].
- Receipt/invoice number: [purchase document number].
- Purchase date: [date of purchase, e.g., 15/08/2025].
- Purchase price: [amount, e.g., 3500 PLN].
Detailed description of the defect: [Here describe exactly what the defect in the goods is and when you noticed it. The more detailed the description, the better. For example: The defect became apparent after two weeks of use. The phone does not charge properly, and the battery drains in a few hours, despite standard use. I tried using different chargers, but the problem persisted. The phone has not been exposed to a fall or flooding. ]
Demand under complaint: In accordance with the Consumer Rights Act, in connection with the above defect, I demand: (choose one of the following and cross out the others, or choose more and arrange according to your preference)
- repairs to goods;
- Replacement of the goods with new, defect-free goods;
- Reduce the price of the goods by the amount of [specify amount];
- cash refund in exchange for goods.
Thank you in advance for your prompt consideration of my complaint. I expect a written response within the statutory period of 14 days from the date of receipt of this letter.
Sincerely,
[Legible signature] [Name].