Panaszkezelési tájékoztató

1. Where to complain

• By email: [email protected].
• By telephone: +36 30 583 1091.
• By post: 1054 Budapest, Szabadság tér 7. (Bank Center) (registered seat: 8992 Bagod, Vasút utca 7.).
• In person: at the Budapest customer service office, by appointment.

2. Spoken complaints

A spoken complaint is looked into at once and put right where possible. Where that is not possible, or you do not agree with how it was handled, we draw up a record of the complaint with your name and address, where, when and how it was made, its detailed description, the evidence shown, our position, the name of the person taking the record and, for a complaint made in person, your signature, the place and time of the record and, for a telephone complaint, its unique identifier. The copy is handed over on the spot for a complaint made in person and sent with the substantive answer for a telephone complaint. Before the record is taken you are told that the complaint and your data are handled under the Hungarian consumer protection act.

3. Written complaints

Receipt of a written complaint (by letter or email) is acknowledged at once at the email address you gave. The complaint is answered in writing on the merits within 30 days of arriving, and we act on the answer. A rejection is reasoned. The complaint and a copy of the answer are kept for 3 years and shown to the consumer protection authority on request.

Where we reject a complaint we tell you in writing which authority or arbitration body you can take it to, with its seat, telephone and internet contact and postal address, and whether we have made a general declaration of submission.

4. Consumer protection authority

In Hungary the first instance is the county or Budapest government office competent for the consumer's residence; kormanyhivatal.hu lists them. The authority competent for the seller's seat: Zala Vármegyei Kormányhivatal Közlekedési, Műszaki Engedélyezési és Fogyasztóvédelmi Főosztály, Fogyasztóvédelmi Osztály, address: 8900 Zalaegerszeg, Pintér Máté u. 22., telephone: +36 92 510 530, email: [email protected], website: https://kormanyhivatalok.hu/kormanyhivatalok/zala. For the Budapest customer service office: Budapest Főváros Kormányhivatala Fogyasztóvédelmi Főosztály, address: 1117 Budapest, Prielle Kornélia utca 4/b., telephone: +36 1 450 2598, email: [email protected], website: https://kormanyhivatalok.hu/kormanyhivatalok/budapest. The national authority: Nemzeti Kereskedelmi és Fogyasztóvédelmi Hatóság (NKFH), address: 1122 Budapest, Városmajor utca 35., telephone: +36 80 310 020, email: [email protected], website: https://nkfh.gov.hu. If you live in another member state, the consumer protection authority of your own country is the one competent for you, and an ECC-Net office there can help you reach us.

5. Alternative dispute resolution

The arbitration board settles disputes between a consumer and a business out of court, free of charge. The body competent for the seller's seat: Győr-Moson-Sopron Vármegyei Kereskedelmi és Iparkamara által működtetett Békéltető Testület, address and postal address: 9022 Győr, Szent István út 10/A, telephone: +36 96 520 217, email: [email protected], website: https://bekeltetesgyor.hu. On request the hearing can be held in Zalaegerszeg.

The body for the Budapest customer service office: Budapesti Békéltető Testület, address: 1016 Budapest, Krisztina krt. 99. III. em. 310., postal address: 1253 Budapest, Pf.: 10., telephone: +36 1 488 2131, email: [email protected], website: https://bekeltet.bkik.hu. You may also turn to the body competent where you live or are staying, and to a certified alternative dispute resolution entity in your own member state.

The seller is obliged to cooperate in the procedure: it files a reply and sends a person authorised to reach a settlement to the hearing. The seller has not made a general declaration of submission. The board's decision binds the seller even without one where the consumer's claim does not exceed the amount set in the Hungarian consumer protection act, stated in the Hungarian text.

6. Data protection complaints

Nemzeti Adatvédelmi és Információszabadság Hatóság (NAIH), address: 1055 Budapest, Falk Miksa utca 9-11., postal address: 1363 Budapest, Pf.: 9., telephone: +36 1 391 1400, email: [email protected], website: https://naih.hu. You may also complain to the supervisory authority of the country you live in, and you can go to court.

7. Courts

A consumer dispute can be taken to court without an arbitration procedure. For a dispute arising from a consumer contract the court of the consumer's residence is also competent.

8. Online dispute resolution platform

The European Commission's online dispute resolution platform closed on 20 July 2025 and Regulation (EU) No 524/2013 was repealed, so we do not link to it. Please use the routes above.