Subject and Keywords:
banking service ; bank ; improper market practices ; consumer ; prohibited consumer practices ; Financial Ombudsman ; Office of Competition and Consumer Protection ; Financial Supervision Authority ; security institutions ; consumer advocates ; Consumer Bank Arbitration ; consumer complaint
In the post-crisis reality on the financial market in Poland, as in other countries, a large scale of various types of improper market practices of financial institutions, including banks, towards consumers was noticed. They contributed to a decrease in customers’ confidence in the financial market, as well as in financial institutions providing them with financial services, and even protection authorities. The aim of this study is to present the scale of various types of malpractice by banks towards consumers by analysing their complaints, on the basis of data contained in reports from various consumer protection authorities competent also for services provided by banks in general for the period 2011-2018.