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Bank Pekao SAPoland's anti-trust watchdog orders Pekao to pay compensation; bank sets aside PLN 100 mln for this purpose
Poland's anti-trust and consumer protection regulator UOKiK has ordered Poland's second largest lender by assets Pekao to remedy the effects of the infringement, including paying compensation to consumers for delays in processing complaints, UOKiK announced in a statement. The bank has set aside nearly PLN 100 million (EUR 23.54 mln) for compensation payments. As Pekao pointed out, the UOKiK's decision is the result of the bank's voluntary commitment.
The head of UOKiK Tomasz Chrostny has issued a decision obliging Bank Pekao to remedy the effects of the infringement, including paying compensation to consumers. The decision is the result of proceedings initiated after numerous reports from consumers who complained that the bank did not respond to complaints within the time limits specified in the regulations.
"Bank Pekao S.A. may have exceeded the statutory deadlines for handling complaints in 2021-2023. In the course of the proceedings, the Office determined that these were not isolated cases and delays of a few days. The practice was systemic, with delays reaching over 60 days, and the longest exceeding a year," UOKiK said in the statement.
Compensation will be paid to Pekao customers whose complaints were not responded to by the bank within the statutory 30-day period between 2019 and 2023. The amount of compensation will depend on whether the complaint was upheld or rejected, and on how long the bank exceeded the response deadline.
In the case of complaints that were resolved positively, the compensation will be PLN 300 (EUR 70.62) or PLN 600 (EUR 141.24), and for complaints that were resolved negatively, PLN 1,500 (EUR 353.10) or PLN 2,500 (EUR 588.50). If a consumer submitted more than one complaint, they would receive one compensation payment but in the higher amount.
In order to receive compensation, consumers will have to confirm their willingness to accept it and provide their tax details. Each consumer will have six months from the date of receiving the information from the bank to do so.
"The decision issued by the head of UOKiK against the bank on November 21, 2025, is the result of the bank's voluntary commitment to take the measures specified therein, including the payment of compensation to consumers," Pekao said in a press statement on the matter.
"The bank's priority is to ensure the highest possible level of customer service. All customers affected by the decision will be directly informed about their rights and the manner and deadlines for the implementation of the bank's arrangements with the UOKiK. Details will be available on the bank's website and in electronic banking once the decision becomes final," it added.
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