Complaints


Bank Handlowy w Warszawie S.A. strives to deliver the highest quality Customer service. We are committed to make the solutions we offer satisfactory for you.

We would like to inform you that all comments regarding the services and products we offer can be submitted in the form described below and through our website: https://www.citibank.pl/poland/corporate/english/customer-advocate-for-corporate-customers.htm directly to the Corporate Customer Ombudsman. Customer feedback is of great value for us, as it helps us improve and tailor our operations to your expectations.

Customers of Bank Handlowy w Warszawie S.A. have the option to submit complaints directly to the Bank:

  • personally submission

    1. by phone to CitiService
    2. In person at bank branches Customers of the Financial Markets Sector and Corporate Banking. Current address details of the branches can be found on www.citihandlowy.pl/strefaklienta in the "Placówki" (Branches) section.

  • in writing

    1. in person at bank branches serving Customers of the Financial Markets Sector and Corporate Banking. Current address details of branches can be found on www.citihandlowy.pl/strefaklienta in the "Placówki" (Branches) section, at the Corporate Branch during its working hours, or by correspondence to the address: Citi Handlowy, Biuro Obsługi Reklamacji i Zapytań Klientów, ul. Goleszowska 6, 01-260 Warszawa 42
    2. by email to the address citiservice.polska@citi.com’
    3. to the Bank’s e-Delivery address: AE:PL-51087-16873-WFBWS-31.

Rules for submission and processing of complaints made by Customers of the Financial Markets Sector and Corporate Banking of Bank Handlowy w Warszawie S.A.:

  • Whenever submitting a written complaint, you should provide details which enable us to identify the entity: full name, address, National Court Register (KRS) number or Tax ID Number (NIP), detailed description of the complaint and the underlying reasons, as well as the signature consistent with the Signature Specimen Form.
  • A Complaint filed immediately after Customer's objections facilitates and accelerates accurate processing of the complaint by the Bank.
  • At your request, the Bank shall confirm receipt of the complaint by phone or otherwise, as agreed.
  • The Bank provides a response to submitted complaints without delay, however, no later than within 15 business days from the date of receiving the complaint. In situations of particular complexity, where it is not possible to meet the aforementioned deadline, the response period may be extended to 35 business days, unless legal provisions stipulate a shorter period for handling complaint.
  • The Bank informs that its operations are supervised by the Polish Financial Supervision Authority.

For a complaint submitted by Clients, the Bank provides a response:

  • to the Client's correspondence address – in cases where the complaint was submitted in writing at a Corporate Branch, sent by post, or when the Client requested a response in this form;
  • to the Client's email address – in cases where the complaint was sent to an email address or when the Client requested a response in this form, or to the Client's electronic delivery address – in cases where the complaint was sent to the Bank's electronic delivery address.
  • to the Customer’s e-Delivery address – in cases where the complaint was sent to the Bank's electronic delivery address.

If the claims presented in your complaint are not admitted, the Bank shall inform you in its response to the complaint:

  • if you are a Corporate Customer – about the possibility of arbitration before the Arbitration Court at the Polish Financial Supervision Authority according to the Rules of the Court, and the possibility to bring an action before a common court.
  • if you are a natural person operating a business as a sole trader or as a partner in a civil law company – about the possibility to apply to the Financial Ombudsman for examination of the case according to the provisions of the Act of 5 August 2015 on Complaints Handling Procedures by Financial Market Entities and on the Financial Ombudsman, as well as about the possibility of arbitration before the Arbitration Court at the Polish Financial Supervision Authority according to the Rules of the Court, and the possibility to bring an action before a common court.