Call us if you have any doubts about our online banking

Phone Consultants

Millennium Prestige Customers

801 24 HELP (801 244 357) - fixed line calls and mobile
available 24 hours, 7 days a week

(+48) 22 598 40 50 - mobile and international calls
available 24 hours, 7 days a week

(fees in accordance with the operator's price list)

---

Are you a victim of fraud or want to report suspicious situation? Call security helpline:

(+48) 22 598 44 44 (for landline and mobile phones, fees according to the operator's price list).

Bank Millennium SA
ul. Stanisława Żaryna 2A
02-593 Warszawa

If you have reservations about our services, you can file a complaint.

How can I lodge a complaint

How can I lodge a complaint?

In what manner?	Where you will lodge the complaint
in writing in paper form	in person - at any branch of the Bank by letter to our registered address Bank Millennium S.A. Customer Care Sub-unit ul. Stanisława Żaryna 2A 02-593 Warsaw or any branch - with the annotation Complaints
in writing in electronic form	in Millenet or mobile application - sign on and send the message with the form in the Contact option to the address kontakt@bankmillennium.pl with the annotation Complaints to address for electronic delivery AE:PL-10327-59258-UACTU-34
verbally	by phone on the bank's hotline (via COT) - 801 331 331, (+48) 22 598 40 40 (cost of the call according to your operator's price list) in person for the record during a visit to the bank's branch.

---

What data should I provide in the complaint?

1. First name and last name
2. PESEL personal identification number (if you do not have one, provide your date of birth) or ID number
3. What product, service or promotion is your complaint about (e.g. contract number)
4. Your objections
5. Your expectations (if you want to specify them)

---

Who can make a complaint?

You can do this yourself. If you wish, you can authorise another person or institution to do so on your behalf.

You give your power of attorney in writing. Your signature must be certified by:

1. Employee at one of our branches, or
2. Notary public, or
3. A Polish diplomatic or consular post.

---

When will I get a response?

You will receive a response within:

• 15 working days from the day we received your complaint - if the complaint concerns payment services,
• 30 days from the day we received your complaint – in other cases.

If your case is particularly complicated, we may extend the deadline for the response. In such a case, we will inform you about it and provide you with:

• the reason for the delay,
• the circumstances we need to establish in order to proceed your complaint,
• the expected reply date.

The maximum deadline for our response is:

• 35 working days from the day we received your complaint – if the complaint concerns payment services,
• 60 days from the day we received your notification – in other cases.

---

How will I get the reply?

You will get the reply from us:

1. in case of payment services – in writing or by e-mail, text or on another durable information carrier which we use – if you so request,
2. In the case of other complaints, you will receive a response from us in writing:
   • in electronic form – when you submit a complaint in writing in electronic form, unless you request a written response in paper form,
   • in paper form – when you submit a complaint in writing in paper form, unless you request a written response in electronic form,
   • in paper or electronic form, according to your request – when you submit a complaint orally.

If you submit a complaint in writing in electronic form, we will respond by the same means of electronic communication or another indicated by you from among the following:

• Millenet,
• mobile application,
• e-mail,
• phone text (we will respond through this channel only if we consider the complaint positively).

If you submit a complaint to an address for electronic delivery, the response will go to your address for e-delivery. For security, we may ask you for additional confirmation of your identity – e.g. by phone to the number saved in our system or by sending a message in electronic banking.

---

What should I do if I do not agree with the response I have received?

• If you do not agree with the response to your complaint, you can appeal – file another complaint.
• You can also address your objections to the entities that are authorised to resolve consumer disputes out of court. We have indicated them in the table below. You will find the rules of procedure in the regulations of these institutions on their websites.
  Institution

  Website

  Bank's Consumer Arbitration at the Polish Bank Association

  www.zbp.pl/dla-klientow/arbiter-bankowylink opens in a new browser tab

  Financial Ombudsman

  www.rf.gov.pllink opens in a new browser tab
• You can turn to the municipal and district consumer ombudsmen for legal assistance. Their contact details can be found on the websites of cities and counties.
• On the basis of binding regulations, indicating Bank Millennium S.A. as the defendant, you may bring action against us in a common court in accordance with:
  - the general jurisdiction of Bank Millennium S.A.'s registered office: District Court for Warsaw-Mokotów in Warsaw at ul. Ogrodowa 51a, 00-873 Warsaw or
  - for cases stipulated in the Code of Civil Procedure, including property cases with a value of dispute exceeding PLN 100,000: the District Court in Warsaw at Al. "Solidarności" 127, 00-898 Warsaw
  
  or in accordance with the provisions on alternate jurisdiction of the Code of Civil Procedure to the court:
  - of the place of performance of the contract - if this is an action for conclusion of the contract, determination of its contents, modification of the contract and determination of the existence of the contract, its performance, termination or invalidity, as well as for damages for non-performance or undue performance;
  - the place of domicile of the claimant, if this is an action on a claim resulting from a banking act against the bank, another organisational unit entitled to pursue banking activities or their legal successors, or if the claimant is a consumer;
  - the district in which the harmful event occurred, if the action concerns a claim arising out of a tort or delict;
  - the district in which the centre or branch is situated, if the claim relates to the activities of that centre or branch and the action concerns a pecuniary claim.

Additionally, on the basis of generally binding regulations, indicating Bank Millennium S.A. as a defendant, you may bring an action to the common court in the district of your residence - within 5 years from 15.04.2023, in the case of an action for a claim related to the conclusion of a credit agreement that is valorised, denominated or indexed to a currency other than the Polish currency, including an action for determination of the existence or non-existence of a legal relationship arising therefrom, for determining the ineffectiveness of the provisions of the agreement or for the return of benefits related to its conclusion.

This notice is not legal advice, and all cases of local and material jurisdiction of common courts are specified in detail by generally applicable law.

---