UOKiK requires four more banks to revisit rejected transaction complaints

ING Bank Śląski, BOŚ, Nest Bank and Plus Bank are to reconsider rejected complaints concerning unauthorised transactions. UOKiK has announced further decisions requiring changes to complaint handling and a review of customer cases. The issue includes treating successful identity checks as conclusive evidence of consent.

The authority distinguishes authentication from authorisation. The use of a correct password, code or identification tool does not itself establish that the account holder agreed to a particular transaction. Banks must examine the circumstances rather than automatically transfer responsibility to the customer.

For current customers, the review covers refusals to refund from 16 November 2022 onwards. Justified refunds are due by the end of 2027. Banks must also inform former customers who submitted complaints after 15 November 2022 about the opportunity to request reconsideration.

The decisions do not guarantee payment of every disputed amount. Outcomes continue to depend on the individual complaint and the conditions in the decisions. The new obligation is to revisit earlier refusals and correct the procedures used. Customers whose complaints were rejected therefore gain a route to a further individual assessment.