Heirs face problems in banks. UOKiK president demands changes in procedures

Tomasz Chróstny, the President of Poland's Office of Competition and Consumer Protection (UOKiK), has urged the country's largest banks to overhaul their procedures for handling inheritance cases. The call comes after UOKiK received numerous complaints from consumers experiencing significant difficulties when trying to access funds or settle the financial affairs of deceased relatives. Heirs have reported prolonged delays in accessing inherited assets, even after submitting all required documentation. Chróstny stated, "The death of a loved one should not mean the family is drawn into a whirlwind of ambiguous and inconsistent procedures." UOKiK's investigation into major Polish banks, including Alior Bank, Bank Millennium, and PKO Bank Polski, revealed potential irregularities. Common complaints include slow information dissemination regarding account balances or debts, lengthy payout processes despite proof of inheritance, repeated requests for documents, and denial of access to account histories. Some heirs also reported that loans were immediately declared due upon notification of a client's death, incurring additional costs without allowing heirs time to respond. The ombudsman stressed the need for banks to simplify processes, ensure clear and uniform communication, and properly train their staff to handle these sensitive cases more efficiently and empathetically.

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The death of a loved one should not mean the family is drawn into a whirlwind of ambiguous and inconsistent procedures. From signals directed to the Office, it appears that some heirs remain without access to funds due to inheritance for many months, despite having previously provided the bank with all the required documents. Such situations should not occur, which is why we are counting on banks to analyze their procedures and introduce solutions that make it easier for clients to settle financial matters after deceased loved ones.