Complaint management

CREDIT CONTROL KFT. (HEADQUARTERS: 1138 BUDAPEST, MADARÁSZ VIKTOR U. 47-49.; REGISTRATION NO.: 01-09-562111; COURT OF REGISTRATION: COURT OF REGISTRATION OF THE METROPOLITAN COURT OF BUDAPEST; TAX NUMBER: 12177705-2-41) (HEREINAFTER: “COMPANY”) HEREBY DETERMINES ITS RULES OF COMPLAINT MANAGEMENT RELATING TO CLAIMS MANAGEMENT PROCEDURES AS FOLLOWS.

I./

OBJECTIVE OF THIS POLICY

The purpose of establishing these Regulations is to ensure that the company's customers are fully satisfied with the company's services and administration procedures. However, as in the course of the operation of any organisation, during the operation of Credit Control Kft. cases may arise in with which it becomes necessary for customers to communicate to the company their comments, objections and complaints regarding the company's services and its operation.

The Company intends to ensure that customer complaints are handled in accordance with legal requirements during the management of claims on behalf of its customers.

Credit Control Kft. investigates complaints submitted to it and manages them in full compliance with the provisions of Act CLV of 1997 on Consumer Protection, Govt. Decree 225/2007 on the National Consumer Protection Authority and Act CCXXXVII of 2013 on Credit Institutions and Financial Enterprises as follows.

Credit Control Kft. publishes this Complaint Management Policy in its customer office (1138 Budapest, Madarász Viktor u. 47-49), as well as on its website (www.creditcontrol.hu).

II./

REPORTING METHODS, DATA REQUIRED FOR REPORTING

II.1. The complaint can be submitted to the company in the following ways:

Orally

a)   in person: in our office at 1138 Budapest, Madarász Viktor u. 47-49. (opening hours: weekdays from 8 a.m. to 4:15 p.m..)

b)   by phone: on +36-1-456-0854 (lines are open between 8 a.m. and 4:30 p.m. on weekdays)

In writing

a)   in person or in a written document submitted by someone else;

b)   by post (postal address: 1554 Budapest, P.O.B. 25);

c)   by electronic mail to the following e-mail address: [email protected]

d)   by fax: at the fax number +36-1-215-6305.

II.2. Depending on the nature of the complaint, the following data is necessary for complaint handling:

a)   name;

b)     case number;

c)   home address, registered office, mailing address;

d)   telephone number;

e)      description of and reason for the complaint;

f)    a copy of the documents that support the complaint;

g)    a valid and effective power of attorney in the case of a customer acting via an authorised representative;

 

III./

COMPLAINT INVESTIGATION

III.1. General rules

The complaint will be investigated, taking into account all the relevant circumstances and on the basis of the documents available to the company and additionally submitted by the customer.

III.2. Verbal complaint

If possible, we will investigate and remedy the verbal complaint immediately. An audio recording is made of the verbal complaint submitted over the phone, which is kept for five years. If the customer does not accept the handling of the verbal complaint or if the complaint cannot be immediately investigated, the company will promptly draw up a memorandum about the complaint. In the case of a complaint made in person, a copy of the memorandum will be handed over to the customer. In the case of a verbal complaint, the response to the complaint will be sent to the customer with reasons within 30 calendar days after the submission of the complaint.

III.3. Written complaint

In the case of a written complaint, the response to the complaint will be sent to the customer with reasons within 30 calendar days after the submission of the complaint.

 

IV./

LEGAL REMEDY

IV.1. If the complaint is rejected, or if the 30-calendar-day statutory response deadline prescribed for the investigation of the complaint expires without result, the customer has the right to turn to the following bodies:

IV.2. For consumers

IV.2.1. Financial service relationship:

a)   in the event of a legal dispute related to the creation, validity, legal effects and termination of the contract, as well as any breach of contract and its legal effects, the Financial Arbitration Board (central customer service address: Budapest Krisztina krt. 39, mail address: 1525 Budapest Pf. 172., customer service telephone number: 489- 9700, fax: 489-9102, e-mail address: [email protected])

b)   in the event of a consumer protection complaint, the Financial Consumer Protection Center of the National Bank of Hungary (address: HU-1534 Budapest, BKKP Pf. 777, telephone: 06-1-4899-100, e-mail address: [email protected])

c)   In case of a special legal dispute, the customer can turn to a court of jurisdiction.

IV.2.2. Non-financial service relationship:

a)   Consumer Protection Departments of government agencies

b)   Conciliation bodies

c)   In case of a special legal dispute, the customer can turn to a court of jurisdiction.

IV.3. Customers who do not qualify as consumers may file a claim with the court of jurisdiction.

 

V./

RECORDS

We keep a record of incoming complaints and the responses to them.

We keep records of all complaints and responses for five years.

BUDAPEST, 1 MARCH 2019

dr. Gyula Antolik

Credit Control Kft.

(signed)