Office Structure

The Department of Banking and Capital Market Clients undertakes actions to protect the interests of clients of banking and capital market entities, particularly in the following areas:

• Reviewing applications in individual cases submitted as a result of the financial entity not acknowledging the client’s claims during the complaint process;
• Reviewing applications regarding the failure to perform actions resulting from a complaint that was resolved in favor of the client within the time frame specified in the response to the complaint, where the client’s claim raised in the complaint was to be fulfilled;
• Coordinating and organizing the process of reviewing applications for presenting significant opinions in cases, as well as applications for filing extraordinary complaints;
• Examining, analyzing, and handling applications for initiating civil proceedings, as well as applications for joining ongoing civil proceedings, and managing court proceedings;
• Examining, analyzing, and filing lawsuits in class action proceedings, as well as managing court proceedings;
• Addressing financial market entities regarding unfavorable contractual terms, regulations, or internal policies for clients;
• Preparing submissions to the relevant supervisory and control authorities containing information about identified irregularities;
• Preparing draft applications to the Supreme Court for resolving discrepancies in the interpretation of financial market law revealed in common court rulings;
• Submitting information to the Financial Supervision Authority on the number and nature of complaints indicating violations of the Act of August 19, 2011, on payment services, as of the end of each half-year, within two months after the end of the given half-year.

The Department of Insurance and Pension Market Clients undertakes actions to protect the interests of clients of insurance and pension entities, particularly in the following areas:

• Reviewing applications in individual cases submitted as a result of the financial entity not acknowledging the client’s claims during the complaint process;
• Reviewing applications regarding the failure to perform actions resulting from a complaint that was resolved in favor of the client within the time frame specified in the response to the complaint, where the client’s claim raised in the complaint was to be fulfilled;
• Coordinating and organizing the process of reviewing applications for presenting significant opinions in cases, as well as applications for filing extraordinary complaints;
• Examining, analyzing, and handling applications for initiating civil proceedings, as well as applications for joining ongoing civil proceedings, and managing court proceedings;
• Examining, analyzing, and filing lawsuits in class action proceedings, as well as managing court proceedings;
• Addressing financial market entities regarding unfavorable contractual terms, regulations, or internal policies for clients;
• Preparing submissions to the relevant supervisory and control authorities containing information about identified irregularities;
• Preparing draft applications to the Supreme Court for resolving discrepancies in the interpretation of financial market law revealed in common court rulings.

The Department of Out-of-Court Dispute Resolution conducts out-of-court proceedings to resolve disputes between clients and financial market entities using alternative dispute resolution methods.

Detailed information about the out-of-court proceedings can be found on the department’s website.

The Department of Accessibility, Analysis and Legislation ensures the implementation of the tasks of the Financial Ombudsman’s Office in analytical, research, and legislative matters, particularly through:

• Coordinating the Financial Ombudsman’s cooperation with national and international institutions, organizations, associations, civic movements, and other voluntary associations and foundations working to protect consumer rights;
• Coordinating the preparation of submissions to relevant supervisory and control authorities containing information about identified irregularities;
• Preparing submissions to the relevant authorities with proposals to undertake legislative initiatives or to issue or amend other legal acts concerning the organization and functioning of the financial market;
• Conducting analytical activities regarding the functioning of the financial market, including preparing reports and scientific publications, as well as legal, economic, sociological, or technological opinions, and publishing them.
• Specified in the Act of April 26, 2024, on ensuring compliance with the accessibility requirements for certain products and services by economic operators, in the scope not reserved for other organizational units.

The Department of Education and Communication conducts informational and educational activities regarding the functioning of the financial market and the activities of the Financial Ombudsman’s Office, particularly through:

• Coordinating activities in the field of social communication;
• Managing the Financial Ombudsman’s website and social media profiles;
• Initiating and conducting activities to increase financial awareness among the public, particularly in the field of financial market operation, the use of innovative technologies, and potential threats in these areas;
• Coordinating the work of the Advisory Scientific Committee operating within the Financial Ombudsman’s Office;
• Conducting activities of the Financial Ombudsman’s Academy (rf.gov.pl/akademia).

The scope of responsibilities of the Finance Department includes providing support to the Financial Ombudsman’s Office in financial and accounting matters.

The Organizational and Financial Department provides support to the Financial Ombudsman’s Office in financial, administrative, economic, accounting, logistical, and technical-organizational matters.