Complaints Handling Policy

We provide our partners with the opportunity to request information and submit their complaints, remarks and suggestions.

PROCEDURE AND METHODS OF PROVIDING INFORMATION

You can request information about our activities through the following channels: Personal customer reception is possible by prior agreement at the above contact details.

CUSTOMER RIGHTS

The complainant has the right to inspect the documents concerning him/her, to be informed of the assessment of the complaint, and to request the confidential handling of his/her data.

COMPLAINTS CHANNELS

Complaints about our activities will only be accepted in writing. You can send your complaint to us at any of the contact details indicated above. Complaints and grievances must be submitted directly to Iván Bardócz, Chairman of the Foundation’s Board of Trustees, if possible within a maximum of two weeks following the occurrence of the reason on which the complaint is based, or the time of becoming aware of it. How complaints are registered: Complaints received are registered by our organization in the complaint handling register. Our organization prepares an annual complaint handling report on complaints and their handling.

COMPLAINTS INVESTIGATION PROCESS

The Chairman of the Foundation’s Board of Trustees decides on the legitimacy and acceptance of the complaint, as well as on the appointment of the person responsible for the investigation and the elimination of the complaint, and the deadline for its implementation. In matters of dispute, the foundation’s board of trustees may need to be occasionally involved in making a decision. After the complaint is closed, all records related to the given complaint and the investigation must be filed. The complainant must be informed of the initiation of any corrective action, its expected result and the deadline for implementation, and this must be recorded in the complaint handling register.

METHOD AND TIME OF GIVING FEEDBACK

We will inform the complainant in writing of the organisation’s position as soon as possible after the registration of the complaint, but no later than fifteen days. If the investigation of the complaint takes longer than that, the complainant must be informed in writing within 15 days, and, following the investigation, new information must be sent to the complainant in writing.