Service Not Delivered as Agreed in Poland: How to Complain Step by Step

Q: Can a consumer ombudsman actually help me?

Yes — the ombudsman (rzecznik konsumentów) can reopen the matter with the company and request an explanation. But it isn't a court; if the company ignores the ombudsman too, you'll need to go to court. ---

The renovation is finished, but the workmanship is a mess. The removal firm has come and gone, but your sofa arrived smashed. An IT job was signed off, but the system crashes every five minutes. The company shrugs it off as "normal" — you know it's negligence, or worse. So how do you pin this down formally? How do you write a complaint (in Polish, a reklamacja — a formal written complaint) that actually carries weight, when does the company have to respond, and what can you do if it simply ignores you?

This guide is general legal information, not legal advice. How the rules apply depends on your individual circumstances, your evidence, and whether the matter is a consumer case, a general civil-law dispute, or a business-to-business one. Where advice or representation is needed, the matter should be assessed by a qualified Polish lawyer or the relevant specialist. Twoja Sprawa helps you organise the documents for that assessment.

Non-conformity vs. defect: why the distinction matters

This distinction determines which legal track applies to your case.

Non-conformity with the contract (if you are a consumer) — the service isn't what the contract said it would be. You can typically demand a repair/redo, a price reduction, or compensation.
Rękojmia (statutory warranty for defects) (if you are a business, or the matter is B2B) — the service has a physical or legal defect. The statutory warranty gives you the right to complain, demand repair, or a price cut.
Not performed to accepted trade standards — the service was carried out, but not in line with normal industry practice. Here you'll need to show what "accepted practice" looks like in that particular trade.

All three tracks converge on the same core point: the contractor has failed to meet the obligation it took on.

Step 1: Gather evidence of the current state — immediately

Before you write anything, you have one narrow window — document the state of things as soon as you spot the problem.

🇵🇱

A Polish legal matter while you live in the UK?

Describe your situation — the initial review is free and non-binding. We match you with a regulated Polish lawyer; most matters are handled remotely under a power of attorney.

Request a free initial assessment

Photos/video with a visible date and time stamp (your phone camera is a good enough source; attach older photos too, if you have any, to show the "before" state).
Messages to the company — even a short "this looks wrong" text or email creates a paper trail with a timestamp.
Phone calls — if you speak by phone, note the time and the names of whoever you spoke to.
Witnesses — did anyone else see the problem? Get their contact details (name, phone number, and what they can confirm).
An independent specialist — if the issue needs an expert eye (an electrician, another contractor), ask for a written assessment (even a paid "second opinion" can serve as evidence).

The sooner you do this, the harder it is for the company to later claim the defect only appeared after the fact.

Step 2: Put your complaint in writing

This needs to be a formal document. Don't rely on a text message — send a letter, an email, or a paper letter. It should include:

Structure of the complaint: 1. Heading — "REKLAMACJA" (Complaint) or "WEZWANIE DO USUNIĘCIA WAD" (Demand to Remedy Defects). 2. Date — the day you're sending it. 3. Your details — name, address, phone number, email. 4. The company's details — registered name, registered address, phone number (or the name of the person you dealt with). 5. Subject of the contract — exactly what you agreed (e.g. "bathroom renovation at [address]"). 6. The facts — when you signed the contract, when the work was completed, and the price agreed. 7. Description of the defect/non-conformity — be specific, not vague: - BAD: "The renovation is poor quality." - GOOD: "The ceiling paintwork is uneven, with the previous colour showing through in at least five spots. The bathroom tiles are misaligned — the gap between the wall and the tiles reaches 3–5 mm in several places." 8. Legal basis — e.g. "This defect constitutes a breach of the contract dated … / The service is not in conformity with the contract, in breach of Article 471 of the Polish Civil Code (Kodeks cywilny)." 9. Your demand — spell out exactly what you want: - Remedy of the defect (repair/redo). - Price reduction (e.g. 20% off for work that was half done badly). - A refund (if the service is essentially worthless). - Compensation for the cost of having another firm fix it. 10. Deadline — "I am giving you 7 days to respond and take action" or "the defect must be remedied by [specific date]". 11. Signature — your signature, full name.

Example of a short complaint letter:

Warsaw, 26 June 2026

COMPLAINT (REKLAMACJA)

To: ABC Remontowa Sp. z o.o., ul. Malwowa 12, 00-100 Warsaw

In connection with the contract for bathroom renovation works concluded on 10 June 2026 for the sum of PLN 5,000, I hereby lodge a complaint regarding the substandard quality of the work performed.

In particular: - The ceiling paintwork is uneven; the previous colour shows through in 5+ places. - The tile grouting is not properly filled; the gap reaches up to 3–5 mm. - The under-sink cabinet that was removed was never reinstalled, despite my having asked for it to be replaced.

This defect constitutes a breach of Article 471 of the Polish Civil Code and of the contract concluded between the parties.

Demand: remedy the defects within 7 days of receipt of this letter, or reduce the price by 40% (PLN 2,000).

Should I not receive a response within the stated deadline, I will be forced to pursue court action and claim compensation for repairs carried out by another firm.

[Your name, date, signature]

Step 3: Send the complaint by a traceable method

Don't just fire it off casually. Choose one of the following:

Email with a delivery/read receipt — the read-receipt feature in Gmail or Outlook.
Ordinary post with acknowledgement of receipt — go to the post office and send it with a "delivery confirmation" service (roughly PLN 18–19).
Registered post via Poczta Polska (List polecony) — a pricier option, but always request a delivery confirmation slip.
Courier — for extra certainty, use a courier firm (e.g. DPD, InPost).
In person — the strongest option: go to the company's premises, hand the letter to reception or a manager, and ask them to sign and date your copy confirming receipt. This is the best possible proof.

Never rely solely on a text message or WhatsApp message. These can support your case as evidence of a conversation, but the formal complaint itself must go in writing with proof of delivery.

Step 4: Waiting for a response — how long is reasonable?

The company should respond within a reasonable time. What does that mean in practice?

For a consumer complaint — usually around two weeks (it can take longer if the defect is complex).
For statutory-warranty (rękojmia) claims in B2B deals — response windows of 7–14 days are common, but this depends on the contract.
In practice — if the contract sets no deadline, allow at least 7 days for a first response.

The company can: 1. Accept your complaint — agree to a repair or a price reduction. 2. Reject your complaint — claim it's not their fault, or blame you for the problem. 3. Go silent — not respond at all (this alone gives you grounds to escalate).

Step 5: If the company accepts the complaint

Good. Now agree a date for the fix. Ask, in writing:

When will they come to carry out the repair?
Who will be responsible (name, phone number)?
Will it be free of charge, or is there an extra cost?
Will there be a new sign-off document confirming the repair was done?

After the repair — document the state of things again. Take photos, so you have proof the repair actually happened.

Step 6: If the company rejects the complaint

They should give you written reasons. Read them carefully. Typical arguments include:

"That's not a defect, it's normal wear and tear."
"The user didn't follow the instructions."
"The defect appeared after handover — that's on you."
"The contract excludes our liability for this."

What to do next:

If the arguments are weak — ask for further documentation (e.g. an expert opinion, a formal damage report).
If you believe the rejection is unjustified — report it to a consumer ombudsman (rzecznik konsumentów, if you're a consumer), who can reopen the matter with the company.
If the sum involved is significant — consult a lawyer, who can prepare a formal demand for payment.
Don't let it go — keep documenting everything (every email, every phone call).

Step 7: If they go silent

Silence is also, in effect, an answer. Once the response deadline has passed, you can:

Send a second letter — a "final demand" with an ultimatum.
Notify the consumer ombudsman — if the matter concerns a consumer (the ombudsman can request an explanation from the company).
Send a formal demand for payment — if you're confident you're in the right and the facts are clear. This is where money enters the picture: "I demand payment of PLN 5,000 for a service that was of no use to me, within 7 days, failing which I will bring the matter to court."
File a court claim — if you've had enough and want to take it to court.

Documents to attach to your complaint

When you write your complaint letter, attach (copies or originals):

[ ] A copy of the contract (in full, or the relevant section).
[ ] Proof of payment (invoice, bank transfer confirmation).
[ ] Photos/video of the defect (dated, where possible).
[ ] Emails/texts relating to arrangements and confirmations.
[ ] An expert opinion (if you've already obtained one — even a modest fee of up to PLN 200 can secure written confirmation of the defect).
[ ] Witness statements (in writing, or their contact details).

When it's worth bringing in a lawyer

Get the matter looked at professionally when:

The sum involved is significant — several thousand PLN or more.
The defect is complex — it needs an expert opinion to establish whether it actually breaches any standard.
The company is being difficult — threatening a counter-claim, or questioning your competence.
Timing mattered — the service was needed by a specific date, and the delay caused you real harm.
It's a cross-border contract — the service involved a foreign party, and it's unclear which country's courts have jurisdiction.

Common mistakes when writing a complaint

Being vague — "the work is poor" isn't enough; describe exactly what's wrong.
An aggressive tone — "you're a bunch of crooks, I'll sue you" undermines your own credibility.
Sending it without proof of delivery — "I emailed them" without a read receipt; they'll later claim it never arrived.
An overlong complaint letter — ten printed pages. Keep it tight and concrete, one to two pages at most.
Confusing a complaint with a suggestion — don't write things like "perhaps you could consider…". Use direct language: "I demand that the defect be remedied by [date]."
Unsupported demands — "I want PLN 500 in compensation" with no explanation of where that figure comes from. Back it up with an invoice from another firm for the repair.

Self-help checklist

[ ] Gather all evidence of the defect (photos, video, witnesses).
[ ] Read the contract and understand exactly what the company was meant to do.
[ ] Set out specifically what's wrong (not in vague generalities).
[ ] Write the complaint letter — short, specific, and not aggressive in tone.
[ ] Sign and date it.
[ ] Attach copies of your evidence (contract, invoice, photos).
[ ] Send it with proof of delivery (email receipt, registered post, courier, or in person).
[ ] Keep a copy, or the message confirming it was sent.
[ ] Note the date sent and the deadline you're allowing (e.g. up to 7 days).
[ ] Monitor for a response (if none arrives — send a follow-up complaint).

Frequently asked questions

Do I have to put my complaint in writing, or can I just ask for a repair verbally? You can ask verbally, but it won't leave you with any documentary proof. If the company later denies the conversation happened, you have nothing to back you up. Always put it in writing if you want to be properly protected.

How long does the company have to fix the defect? It depends on the contract. If the contract sets no deadline, allow at least 7–14 days for them to take action, and possibly longer for the repair itself to be completed. What counts as "reasonable" depends on the type of service involved.

Can I demand compensation straight away, or do I have to give them a chance to repair it first? As a general rule — the company should get a first chance to fix the problem. You can only demand a refund instead of a repair if the service is genuinely useless and can't be fixed. Compensation (the cost of having someone else fix it) needs to be backed up with an invoice.

What if the company says the fault is mine? That's a factual dispute that needs sorting out — which is exactly why evidence matters so much: photos, expert opinions, witnesses. Don't accept anything without getting it documented.

Can a consumer ombudsman actually help me? Yes — the ombudsman (rzecznik konsumentów) can reopen the matter with the company and request an explanation. But it isn't a court; if the company ignores the ombudsman too, you'll need to go to court.