Financial institutions’ customer services following Act 10/2025

15 of January, 2026

Act 10/2025 reforms the regime governing financial institutions’ customer services and introduces a procedure for the submission, processing and resolution of complaints filed by their customers, including special provisions when such customers are consumers, such as a free helpline and the availability of channels that allow for personalised service to vulnerable consumers or people without access to certain basic financial services that are not defined in the new law.