No notes
Empty basket
Print version
2018 Financial and Social Report

The Bank’s purpose is to build a positive client experience and enhance client service satisfaction during the complaint handling process. The documents governing the issues related to complaints are the product rules and the “Complaints Handling Instructions”.   The results of adopting this policy are manifested by higher client satisfaction with complaints handling, shorter complaints examination, delegating more powers to employees who have been trained on the principles of straight forward client communication. The risks associated with the failure to adhere to the policy include the loss of reputation, legal and financial risks stemming from the “Act on complaint examination by financial market entities and on the Financial Ombudsman”.

Clients can submit a complaint through several channels: in the branch, by phone, through electronic banking and by mail. Clients who are especially active are invited to participate in tests and give opinions on new products and system solutions. All problems reported by clients are subject to analysis. The conclusions from analyzing complaints and client suggestions are taken into consideration when streamlining products and services. 190 initiatives were collected in 2018 in the Voice of Customer (VOC) program to eliminate the causes of complaints; 81 of them were implemented (or partially implemented), while 104 of them are in the process of being implemented.

Many actions were undertaken to streamline the complaints process for the purpose of shortening the complaints examination period and enhancing the level of client satisfaction:

  • The complaints examination process was implemented on the first line (during the first client contact with the Bank).
  • Client responses use simple language with clear text layout.
  • The principles of cooperation with the Bank’s other units participating in the complaints process have been modified to shorten the length of complaints examination.

Complaint reports are forwarded monthly to the people responsible for individual products and processes allowing the Bank to analyze the quality of services it offers on an ongoing basis and take optimization measures. A broad range of ratios related to complaints is reported on a monthly basis, while the effects of the overall complaints handling process are presented regularly at the Process and Operational Risk Committee meetings and also at the meetings of the Supervisory Board’s Audit Committee.

Client satisfaction with the complaint process
2018 2017 2016 2015 2014
Clients satisfied and very satisfied with the complaint process 85% 76% 77% 76% 72%
% of clients that recommend the Bank 52% 55% 52% 44% 41%
NPS ratio* on the complaints process 35 37 36 21 18

* indicates the willingness to recommend the Bank’s products and services

Group companies manage complaints on their own Millennium Leasing has in place the procedure for submitting and reviewing clients’complaints. Millennium Towarzystwo Funduszy Inwestycyjnych (TFI) offers its products through distributors of participation units and does not have direct contact with clients. Client complaints are submitted to Millennium TFI as well as to distributors. The Bank reviews complaints related to the customer service provided by its employees. To the extent involving the quality of products offered by Millennium TFI, complaints are handled, at TFI’s request, by the transfer agent who keeps the registers of participants and conducts transactions regarding the participation units. In the Brokerage House, complaints are handled jointly by the Bank when they pertain to the services provided by Bank Millennium as the Agent of Millennium DM.

Complaints filed*
2018 2017 2016 2015 2014
Number of complaints filed 70,707** 44,493 41,750 39,536 41,973
Number and % of complaints handled in favor of customers 52,507 (74%) 30,315 (68%) 26,755 (64%) 23,787 (60%) 23,061 (57%)
Number and % of complaints submitted concerning privacy breaches or loss of customer data [GRI 418-1] 275 (0,4%) 160 (0,4%) 175 (0,4%) 300 (0,8%) 362 (0,9%)

* complaints reviewed by Bank Millennium (except for investment products)

**The increase in the number of complaints filed resulted mainly from the increase in the number of customers and banking transactions