Corporate Social Responsibility Report 2018
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Complaints

In Santander Bank Polska, we make sure that our complaint handling process not only meets the regulatory requirements but also contributes to a higher level of satisfaction on the part of customers involved in the process, from the moment of receiving a complaint until the end of its evaluation and communicating the reply to the customer.

GRI:
  • [103-2] for the reporting Aspect: Relationships with customers, customer satisfaction and customer data security. for the reporting Aspect: Relationships with customers, customer satisfaction and customer data security.

    Go to GRI list

Complaint handling process

Complaint handling process:

Complaint receipt, Transfer to the appropriate unit, Analysis of the case, Making the decision, Communicating the decision to the customer

The dedicated unit in charge of evaluation of complaints is the Complaint and Enquiries Handling Centre and the authority to which appeals can be filed against its decisions is the Customer Care Officer of Santander Bank Polska S.A.

We also measure customer satisfaction after the completed complaint handling process. The findings are as follows:

  • 22%

    of customers whose complaints have been accepted would recommend our bank to other customers;

  • 60%

    of all filed complaints are resolved within 3 business days;

  • 87%

    of complaints concerning card and account fees, cash withdrawals from ATMs and deposits made in CDMs are resolved within 2 business days.

Our customers can file complaints in many different ways:

  • Electronic channels  (online and mobile banking)

    • Santander online,
    • Video – a service for persons with hearing impairment/ Polish Sign Language,
    • Skype.

  • Telephone

    • a dedicated helpline (accessible also from abroad)

  • Personal contact

    • at any branch or partner outlet of the bank. The complaint can be filed verbally or in writing.

  • Traditional post

    • Complaint reports can be posted to the bank’s address

In 2018, we made efforts to further optimize our complaint handling process:

  • Increased use of robots in handling complaints.

  • Making complaint report forms available in the online banking platform for business customers.

  • Authorising branch employees to communicate complaint decisions, in strictly defined cases, already at the time of receiving a complaint from the customer.

For more information about the complaint process, report forms and resolution deadlines go to https://www.santander.pl/rzecznik-klienta