At Banank, we are committed to making our banking services accessible to all customers in accordance with Polish and European Union regulations, including the Act on ensuring compliance with accessibility requirements for certain products and services by economic operators (2024) and the Web Content Accessibility Guidelines (WCAG) 2.1 at AA level. 

We aim to ensure that our website, mobile banking applications, and digital services are user-friendly and accessible to individuals with disabilities. 

We regularly review and update our platforms to maintain compliance with applicable accessibility standards in Poland and the European Union. 

We provide alternative formats and methods of communication if certain digital content is not accessible. 

Our digital platforms are designed to be compatible with widely used assistive technologies, such as: screen readers (NVDA, JAWS, VoiceOver, TalkBack), screen magnifiers, speech recognition software, and alternative keyboards and input devices. Moreover, we make sure that the information provided to customers as part of our banking services meets the following conditions: 

• communication methods with the customer comply with the principles of perceivability, operability, understandability and robustness – particularly in the areas of consumer identification methods, electronic signatures, security and payment services; 
• the language of communication is available in Polish or English with a proficiency level of B2. 

If you are unable to access any information on our website or applications, you have the right to request it in an alternative format, as specified by Polish accessibility law. Please contact us: 

• Email: support@banank.eu 
• Mail: Bolesława Prusa 2, 00-493 Warszawa, Poland 

We will respond to your request within 7 days, and if it requires more time, no later than within 2 months, in line with Polish regulations. 

If you believe our services do not meet accessibility requirements, you may submit a complaint directly to us.   

The complaint shall include: 

1. the customer's first and last name; 
2. a mailing address, e-mail address or telephone number, along with an indication of the preferred method of contact with the customer; 
3. an indication of the service to which the complaint relates; 
4. an indication of the accessibility requirement that the service does not meet, along with a request that the economic operator ensure that it is met. 

The complaint may indicate the preferred method of ensuring that the service meets the accessibility requirement. Complaints that do not contain the information specified above shall not be considered. 

You may file your complaint using one of the following channels: 

• By post: Banank PL Sp. z o.o., KRS 0000972989, ul. Prusa 2, 00-493 Warsaw, Poland; 
• By e-mail: support@banank.eu

Please note: We accept complaints in Polish and English only. Submissions in other languages may not be understood and could hinder the investigation. We will review your complaint and respond within 30 days of receiving it. In particularly complex cases that prevent us from considering the complaint and responding within the deadline, we will notify you of the reason for the delay and indicate a new deadline for considering the complaint and responding, not exceeding 60 days from the date of receipt of the complaint. 

• If you are not satisfied with our response, you may also contact the President of the Management Board of the State Fund for Rehabilitation of Disabled Persons (Prezes Zarządu PFRON), who supervises accessibility compliance in Poland or Financial Ombudsman (Rzecznik Finansowy), who is the market supervisory authority for retail banking services. 

Accessibility is an ongoing process and we are committed to: 

• Regular testing and audits of our websites and applications. 
• Training staff on accessibility awareness and inclusive customer service. 
• Updating systems to align with technological and legal developments. 

At Banank, we believe banking should be accessible to everyone. Your independence, convenience, and trust are central to our mission.