Complaints

Unhappy with our service? Below you will find ways to make a complaint, response deadlines and options for pursuing your rights further.

A complaint to the broker or to the insurer?

To BTLA BROKER LEADER sp. z o.o. you may make a complaint about our brokerage activities, for example how we handled your enquiry, the information provided or the timeliness of our actions.

If you challenge an insurer's decision on cover, the amount of compensation or a claim refusal, direct your complaint to the insurer named in the policy. Contact details and the procedure are available in your insurance documents and on the insurer's website. Within the agreed scope of our work together, we can help you prepare the matter. Complaints about BTLA's actions are considered separately.

How to make a complaint to BTLA Broker

  • By email: [email protected]. You may use ‘Complaint’ as the subject.
  • In writing, by post or in person: BTLA BROKER LEADER sp. z o.o., al. Wojciecha Korfantego 138A, lok. 114, 40-156 Katowice.
  • By telephone: 32 307 70 37.
  • Orally, recorded in writing: during a visit to our customer service office, including at the address above.

No special form is required. BTLA accepts and considers complaints free of charge. The right to lodge a complaint at any customer service office and at the electronic service address listed in the public electronic address database follows from applicable law.

Useful information to provide

  • Your full name or business name and details enabling us to respond.
  • A description of the matter: what your concern relates to, when the problem arose and what outcome you expect.
  • The policy number or case reference, if known and relevant to the complaint.
  • Documents relevant to understanding the matter, if you have them.

Provide only the data needed to consider the matter. Do not send a copy of your identity document or medical records unless needed to clarify your submission. If you act on behalf of another person or company, we may need confirmation of your authority.

When we will respond

We respond without undue delay and no later than 30 days after receiving the complaint. The deadline is met if the response is sent before it expires.

If a particularly complex case cannot be considered within that period, we will explain the delay before the period expires, identify the circumstances still to be established and provide an expected response date. It cannot exceed 60 days from receipt of the complaint.

For clients who are individuals, including sole traders, the applicable basis is the Polish Act on the Handling of Complaints by Financial Market Entities. For legal entities and partnerships without legal personality, a complaint about the broker's activities unrelated to the insurance cover provided is considered under Article 16 of the Polish Act on Insurance Distribution.

How you will receive a response

If you are an individual:

  • We will respond electronically to an electronically submitted complaint, using the same means of communication or another you specify — unless you request a paper response.
  • We will respond to a paper complaint on paper — unless you request an electronic response.
  • When making an oral complaint, specify whether you want a paper or electronic response.
  • For a complaint submitted through e-Doręczenia, we send the electronic response to your address entered in the electronic address database.

For a legal person or a partnership without legal personality, we provide the response on paper or another durable medium.

The response sets out our position and, if the complaint is not upheld, an explanation and information about available next steps.

What you can do if you disagree with our response

Financial Ombudsman

A client who is a natural person, including a sole trader, may ask the Financial Ombudsman to intervene or apply for out-of-court dispute resolution after completing the complaints process. Conditions, forms and information about possible fees are available on the website the Financial Ombudsman and in the section out-of-court proceedings for the client.

The Arbitration Court at KNF

You may also use mediation or proceedings before the Arbitration Court at the Polish Financial Supervision Authority (KNF). This requires both parties' consent. Its rules set out the detailed procedure and costs.

Ordinary courts and notifying the supervisory authority

You may pursue claims before the competent ordinary court. You may also report irregularities to the KNF. The KNF supervises the financial market; it does not resolve individual compensation disputes or replace a court.

Company details and data protection

Complaints are handled by BTLA BROKER LEADER sp. z o.o., al. Wojciecha Korfantego 138A, lok. 114, 40-156 Katowice, KRS 0000592726, NIP 9542761036. See the broker’s details and how to check its KNF registration.

Information on personal data processing is available in the privacy policy.

Legal bases

Content prepared on the basis of the legal position checked on 26 September 2026.

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