The article outlines significant modifications in the rules governing how complaints related to financial services are addressed in Poland. Following an amendment to the law concerning the handling of financial complaints and the role of the Financial Ombudsman, these changes aim to broaden the options for customers to file grievances, now allowing for electronic submissions. This modernization seeks to enhance the efficiency of complaint resolution for banking and insurance consumers.

Moreover, the article explains the various forms of lodging complaints, including written, oral, and electronic methods, with an emphasis on the new electronic complaint process. It clarifies whether an electronic complaint requires a qualified signature and notes the maximum response time financial institutions must adhere to when processing complaints. Enhanced procedures for responding to customers' complaints are also highlighted, ensuring that institutions must provide thorough and timely responses, which strengthens consumer protection.

Overall, these legislative changes are positioned as a response to consumer needs, as highlighted by the Financial Ombudsman’s interventions. They signify a shift towards a more consumer-friendly financial services environment in Poland by streamlining the complaint process and making it more accessible via electronic means, which is particularly relevant in today’s digital age.