complaint handling

You can make a complaint in writing or verbally (in person or by telephone) but you can also authorise another person to make a complaint on your behalf – you can find the required form in the “useful information” section. We will, of course, endeavour to resolve your problems immediately but if your complaint cannot be remedied straight away or you do not agree with our solution, our colleagues will record your complaint and you will receive a copy of the record on the spot or, if you have made a complaint by telephone, by post. Complaints made by telephone will be recorded. The recording is available on request, and you can also request a transcript. Please make a note of the registration number of your complaint so that you can refer to it later.

We advise that you attach all documents that support your objections so that your complaint is investigated as soon as possible. We also provide a form for written complaints, although its use is not mandatory. You can download it free of charge from the “other information” section below or from the website of the Hungarian National Bank, but it is also available at any of the above customer service points.

If you have multiple complaints of different types, then we advise that you file or report these individually as each will be investigated and responded to separately.

Your complaint will be registered in our system under an ID number, and its registration will be confirmed to you, after which we will launch an investigation. We will endeavour to respond to you as soon as possible, and we guarantee that you will receive an accurate and clear written reply, complete with an unequivocal explanation, within legal deadline. During this time you can contact us at any time to inquire about the progress of the investigation, referring to the registration number received when you reported your complaint.

If your complaint has been rejected (or you have not received a response from us) or if you do not agree with our decision, you may apply to one of the authorities below to review it. 
You can find a detailed description of the complaint handling procedure outside the Bank in the “useful information” section below or on the website of the National Bank of Hungary where you can download the forms required for appeals. You can also obtain these forms free of charge from any of our customer services. 

retail clients

Financial Arbitration Board

mailing address: 1525 Budapest Pf.: 172.
customer service address: 1122 Budapest Krisztina krt. 6.
address: 1013 Budapest, Krisztina krt. 55.
phone: +36 80 203 776
email address: ugyfelszolgalat@mnb.hu
location of hearings: 1133 Budapest, Váci u. 76. Capital Square office bulding

Financial Consumer Protection Centre, National Bank of Hungary

address: 1013 Budapest, Krisztina krt. 55.

customer service: 1122 Budapest, Krisztina krt. 6.
phone: +36 80 203 776
mailing address: 1534 Budapest BKKP Pf. 777

www.mnb.hu/fogyasztovedelem

Government customer service offices / Client portal
for registered users 
web address: www.magyarorszag.hu

corporate clients
Court
the court competent to deal with the procedure in question
 
online dispute resolution

Online dispute resolution forum

e-mail address of K&H Bank: bank@kh.hu