Complaints Handling Policy
The complaint handling policy should be interpreted taking into account the relevant laws and regulations.
I. Ways to file a complaint
1. Verbal complaint
Complaint reported by phone
Phone number: +36 20 228 2878
Availability: weekdays between 9:00 and 15:00
2. Written complaint
a) By post: Warvasovszky & Warvasovszky Ltd.; 8143 Sárszentmihály, Arany János Street 16.
b) By email: hello@wnwcorp.eu
II. Complaints handling
The investigation of the complaint is free of charge, therefore we do not charge a separate fee.
1. In case of a verbal complaint
Pursuant to Section 17/A. (3) of Act CLV of 1997 on Consumer Protection , our company shall immediately examine the oral complaint and, if possible, remedy it on the spot . If the consumer does not agree with the handling of the complaint or if immediate investigation of the complaint is not possible , a record of the complaint and the position related to it shall be prepared with an individual identifier, and a copy thereof shall be sent to the consumer at the latest at the same time as the written substantive response to the complaint, within 30 calendar days.
The complaint record includes the following:
a) the consumer's name, address, order number (if available)
b) place, time and method of submitting the complaint,
c) a detailed description of the consumer's complaint, and in the case of a personal complaint, a list of the documents, records and other evidence presented by the consumer,
d) a statement by the business on its position regarding the consumer's complaint, if immediate investigation of the complaint is possible,
e) the signature of the person taking the minutes,
f) place and time of recording the minutes,
g) in the case of a verbal complaint communicated by telephone or using other electronic communications services, the unique identification number of the complaint.
The company is obliged to keep the minutes of the complaint and a copy of its response for five years and to present them to the inspection authorities upon request.
2. In case of a written complaint
a) Our company records and registers reports received electronically.
b) Notifications made by letter will be duly received and registered by Warvasovszky & Warvasovszky Kft.
When handling a written complaint, the following data is particularly necessary:
a) name, contract number (if any)
b) residential address, mailing address
c) name of the product concerned by the complaint
d) reason for complaint, description
e) complainant's claim
f) original invoice
g) in the case of a client acting through an authorized representative, a valid authorization
h) other data necessary to investigate and respond to the complaint
If the report does not contain sufficient information to properly investigate the complaint, we will contact the consumer to provide the missing information.
Pursuant to Section 17/A. (6) of Act CLV of 1997 on Consumer Protection, our company will respond to the complaint in writing and take measures to communicate it within 30 days of receipt . We will always justify our position rejecting the complaint.
Our company will retain the minutes of the complaint and a copy of the response for 5 years.
If the complaint is rejected, the consumer will receive written information about which authority or conciliation body he can initiate proceedings with his complaint, depending on its nature.
In order to resolve a consumer protection problem, the consumer may turn to the following institutions for assistance:
A) the consumer protection authority acts in the event of a violation of consumer protection legislation,
B) the conciliation body assists in resolving the individual case,
C) online dispute resolution platform
A) Consumer Protection Authority
The consumer may contact the consumer protection authority in case of any consumer protection problem. The consumer protection authority acts upon request or ex officio, thereby examining the market conduct of the enterprise from a consumer protection perspective. However, the individual case of the consumer is resolved by the conciliation body, i.e. in this case the consumer protection authority transfers the applicant's case to the conciliation body.
The consumer protection authority is a government agency.
As of March 1, 2020, government agencies will act in the first instance and, since the possibility of appeal has been eliminated, legal remedies can be sought directly in court against the decision of the consumer protection authority.
The contact details of the consumer protection authority can be found at http://www.kormanyhival.hu .
If you, as a private individual, wish to file a complaint with the consumer protection authority and have access to the customer portal, you can also file a complaint through the customer portal. As a general rule, a request can be submitted to the consumer protection authority within a 3-year limitation period.
B) Conciliation body
If a consumer has a complaint about a purchase and cannot resolve it with the business, they can turn to a conciliation board that conducts a quick, free and simple procedure. The conciliation board tries to reach an agreement between the consumer and the business, and if this fails, it decides on the matter. It is important that the buyer can only turn to the board in relation to the performance of their contract, i.e. their individual legal dispute, and not in other matters falling within the competence of the consumer protection authority (e.g. deception, price display, etc.), in which case the conciliation board will transfer the matter to the consumer protection authority.
The purpose of the conciliation board procedure
The conciliation board is an independent body operated by the county (capital city) chambers of commerce and industry. Its jurisdiction includes the out-of-court settlement of consumer disputes. The enterprise has an obligation to cooperate, which means that the enterprise is obliged to submit a response to the conciliation board hearing and that a representative of the company is obliged to appear at the hearing, otherwise the consumer protection authority will impose a consumer protection fine on it.
The company's obligation to appear in person does not apply if its registered office, branch or office is not in the county of the conciliation body conducting the procedure. In this case, however, the company's obligation to cooperate extends to offering the consumer the opportunity to reach a written settlement that meets their needs.
Initiation of the conciliation board procedure
The condition for initiating the conciliation board procedure, i.e. the first step before the procedure, is that the consumer, i.e. the buyer or the user of the given service, attempts to resolve the complaint directly with the company concerned. If the direct settlement is unsuccessful, an application can be submitted to the conciliation board.
The conciliation body at the consumer's place of residence or residence is competent for the procedure. In the absence of a domestic place of residence or residence of the consumer, the competence of the conciliation body is established by the seat of the enterprise concerned by the consumer dispute or the body authorised to represent it. However, the consumer may decide that the procedure be conducted by a conciliation body other than the place of residence/enterprise, i.e. he may submit his application to any of the 20 conciliation bodies.
C) Online dispute resolution platform
The European Commission has created an online platform through which consumers can resolve their disputes related to online purchases, avoiding court proceedings, by simply filling out an application. If you want to make a complaint about a product or service purchased online and do not necessarily want to go to court, you can use the online dispute resolution tool.
On the portal, you and the Service Provider against whom you have filed a complaint can jointly select the dispute resolution body you wish to entrust with handling the complaint.
Available at: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage
Contact information for conciliation bodies in Hungary
Baranya County Conciliation Board
Address: 7625 Pécs, Majorossy Imre u. 36.
Phone number: (72) 507-154; (20) 283-3422
Fax number: (72) 507-152
President: Dr. Ferenc Bércesi
Website address: www.baranyabekeltetes.hu
E-mail address: info@baranyabekeltetes.hu; kerelem@baranyabekeltetes.hu
Bács-Kiskun County Conciliation Board
Address: 6000 Kecskemét, Árpád krt. 4.
Mailing address: 6001 Kecskemét P.O. Box 228.
Phone number: (76) 501-525; (76) 501-532; (70) 702-8403
Fax number: (76) 501-538
President: Dr. Zsuzsanna Horváth
Website address: www.bacsbekeltetes.hu
E-mail address: bekeltetes@bacsbekeltetes.hu
Békés County Conciliation Board
Address: 5600 Békéscsaba, Penza ltp. 5.
Phone number: (66) 324-976
Fax number: (66) 324-976
President: Dr. László Bagdi
Website address: www.bmkik.hu
Email address: bekeltetes@bmkik.hu
Borsod-Abaúj-Zemplén County Conciliation Board
Address: 3525 Miskolc, Szentpáli u. 1.
Phone number: (46) 501-091 (new cases); 501-871 (ongoing cases)
President: Dr. Péter Tulipán
Website address: www.bekeltetes.borsodmegye.hu
E-mail address: bekeltetes@bokik.hu
Budapest Conciliation Board
Address: 1016 Budapest, Krisztina krt. 99.
Phone number: (1) 488-2131
Fax number: (1) 488-2186
President: Dr. Éva Veronika Inzelt
Website address: www.bekeltet.hu
E-mail address: bekelteto.testulet@bkik.hu
Csongrád-Csanád County Conciliation Board
Address: 6721 Szeged, Párizsi krt. 8-12.
Phone number: (62) 554-250/118 ext.
Fax number: (62) 426-149
President: Dr. Károly Horváth
Website address: www.bekeltetes-csongrad.hu
E-mail address: bekelteto.testulet@csmkik.hu
Fejér County Conciliation Board
Address: 8000 Székesfehérvár, Hosszúséta Square 4-6.
Phone number: (22) 510-310
Fax number: (22) 510-312
President: Dr. József Vári Kovács
Website address: www.bekeltetesfejer.hu
E-mail address: bekeltetes@fmkik.hu; fmkik@fmkik.hu
Győr-Moson-Sopron County Conciliation Board
Address: 9021 Győr, Szent István út 10/a.
Phone number: (96) 520-217
President: Dr. Beáta Bagoly
Website address: https://gymsmkik.hu/bekelteto
E-mail address: bekeltetotestulet@gymskik.hu
Hajdú-Bihar County Conciliation Board
Headquarters: 4025 Debrecen, Petőfi Square 10.
Administrative location: 4025 Debrecen Vörösmarty u. 13-15.
Phone number: (52) 500-710; (52) 500-745
Fax number: (52) 500-720
President: Dr. Zsolt Hajnal
Website address: https://www.hbmbekeltetes.hu
Email address: bekelteto@hbkik.hu
Heves County Conciliation Board
Mailing address: 3300 Eger, P.O. Box 440.
Customer reception: 3300 Eger, Hadnagy u. 6. ground floor
Phone number: (36) 416-660/ext. 105
Fax number: (36) 323-615
President: Dr. István Gondos
Website address: www.hkik.hu/hu/content/bekelteto-testulet
Email address: bekeltetes@hkik.hu
Jász-Nagykun-Szolnok County Mediation Board
Address: 5000 Szolnok, Verseghy park 8. 3rd floor
Phone number: (20) 373-2570
Fax number: (56) 370-005
President: Dr. Lajkóné Dr. Judit Vígh
Website address: http://www.iparkamaraszolnok.hu/ugyintezes/bekelteto-testulet
E-mail address: bekeltetotestulet@iparkamaraszolnok.hu
Komárom-Esztergom County Conciliation Board
Address: 2800 Tatabánya, Main Square 36.
Phone number: (34) 513-010
Fax number: (34) 316-259
President: Dr. Gabriella Bures
Website address: www.kemkik.hu/hu/bekeltet-otilde-testulet
Email address: bekeltetes@kemkik.hu
Nógrád County Conciliation Board
Address: 3100 Salgótarján, Alkotmány u. 9/a
Phone number: (32) 520-860
Fax number: (32) 520-862
President: Dr. Erik Pongó
Website address: www.nkik.hu
Email address: nkik@nkik.hu
Pest County Conciliation Board
Headquarters: 1119 Budapest, Etele út 59-61. 2nd floor, room 240.
Mailing address: 1364 Budapest, P.O. Box: 81
Phone number: (1)-269-0703
Fax number: (1)- 269-0703
President: Dr. Pál Koncz
Website address: www.pestmegyeibekelteto.hu; www.panaszrendezes.hu
Email address: pmbekelteto@pmkik.hu
Somogy County Conciliation Board
Address: 7400 Kaposvár, Anna Street 6.
Phone number: (82) 501-000
Fax number: (82) 501-046
President: Dr. Imre Csaplaros
Website address: www.skik.hu/hu/bekelteto-testulet
Email address: skik@skik.hu
Szabolcs-Szatmár-Bereg County Conciliation Board
Address: 4400 Nyíregyháza, Széchenyi u. 2.
Phone number: (42) 420-180
Fax number: (42) 420-180
President: Mrs. Görömbeiné Dr. Katalin Balmaz
Website address: www.bekeltetes-szabolcs.hu
Email address: bekelteto@szabkam.hu
Tolna County Conciliation Board
Address: 7100 Szekszárd, Arany J. u. 23-25.
Phone number: (74) 411-661; (30) 664-2130
Fax number: (74) 411-456
President: Greta Mónus
Website address: https://www.tmkik.hu/hu/bekelteto-testulet_2
E-mail address: bekeltett@tmkik.hu; kamara@tmkik.hu
Vas County Conciliation Board
Customer reception: 9700 Szombathely, Rákóczi Ferenc u. 23.
Phone number: (94) 312-356; (94) 506-645; (30) 956-6708
Fax number: (94) 316-936
President: Dr. Zoltán Kövesdi
Website address: www.vasibekelteto.hu
Email address: pergel.bea@vmkik.hu
Veszprém County Conciliation Board
Address: 8200 Veszprém, Radnóti Square 1.
Phone number: (88) 814-121; (88) 814-111
Fax number: (88) 412-150
President: Dr. Klara Herjavecz
Website address: www.bekeltetesveszprem.hu
E-mail address: info@bekeltetesveszprem.hu
Zala County Conciliation Board
Address: 8900 Zalaegerszeg, Petőfi Street 24.Phone number: (92) 550-513
Fax number: (92) 550-525
President: Dr. Sándor Molnár
Website address: www.bekelteteszala.hu
Email address: zmbekelteto@zmkik.hu