Poles request compensation from banks, and the sum of claims reaches almost PLN 22 billion – according to the latest financial spokesperson's report, which was described by “Lega Artis”. This data sheds light on the increasing trend in which more and more bank clients decide to fight for their rights in court.
According to the “Lega Artis” data, in only 2023 more than 100 1000 cases against financial institutions, initiated by customers, were brought to the courts. The amount of claims in these fresh cases reaches almost PLN 24 billion, of which over PLN 22 billion constitute claims against banks. Most frequently they concern abroad exchange mortgages, which have become the subject of many disputes between clients and financial institutions.
It cannot be overlooked that the value of claims claimed was respective times higher than in erstwhile years. Although the number of lawsuits increased by only a 4th compared to the erstwhile year, the dynamic increase in the value of claims is an undeniable signal that customers are committed to asserting their rights.
When analysing the current level of client treatment by banks and insurers, it is worth noting that 1 of the determinants is the number of complaints. This has reached 2.2 million, indicating increasing client discontent. Nevertheless, the rate of increase in the number of complaints is not importantly different from erstwhile years, suggesting that there is simply a continuing request to improve the relation between financial institutions and their customers.
Ziemowit Bagłajewski, deputy financial spokesperson, commenting on the situation, notes that last year showed that financial marketplace operators are increasingly empathic towards their customers and are trying to fix relations with them. Nevertheless, there is inactive quite a few work to be done to make the financial marketplace more customer-friendly.
The financial marketplace for increasing client discontent: Challenges and perspectives
A dynamic increase in the number of claims made by bank customers and financial institutions towards them shows that there is increasing discontent with the quality of services provided. It is so essential to pay attention to the protection of consumer rights and the availability of fair dispute resolution mechanisms.
It is worth noting that the fight for damages and compensation does not concern only mortgages or another financial products. Increasingly, customers are besides keen to gain justice in insurance and investment issues, where transparency and the integrity of financial institutions are crucial to building trust.
At the same time, the expanding number of complaints indicates the urgent request to change the approach of financial institutions to their customers. A more open and empathic attitude can aid improve client relations and minimise conflicts that lead to costly and time-consuming litigation.
In the context of changing marketplace realities, it is crucial that financial institutions not only adapt to the increasing expectations of customers, but besides proactively work towards greater transparency, fairness and quality of services. These are key actions that can contribute to a unchangeable and trusted financial marketplace that benefits both customers and institutions operating on it.
