Complaint Handling Procedure. 9.1. The Service Provider aims to fulfill all orders with appropriate quality and to the complete satisfaction of the customer. If the User has any complaints about the contract or its fulfillment, they can communicate their complaint via the provided telephone, email address, or by letter. 9.2. The Service Provider shall immediately investigate verbal complaints and rectify them as necessary. If the customer disagrees with the handling of the complaint, or if immediate investigation of the complaint is not possible, the Service Provider shall promptly record a report of the complaint and the related stance and provide a copy of this report to the customer. 9.3. Written complaints shall be substantively responded to in writing by the Service Provider within 30 days, and steps shall be taken to communicate this response. The response should justify any rejection of the complaint. The Service Provider shall retain a copy of the report and the response for three years and present them to the supervisory authorities upon request. 9.4. If your complaint is rejected, you may initiate proceedings with a regulatory or conciliation panel as follows (the Service Provider has not made a general submission statement): 9.5. The Consumer may lodge a complaint with the consumer protection authority: In accordance with Section 45/A §§(1)-(3) of the Consumer Protection Act and the 9.6. In case of a complaint, the Consumer can turn to a conciliation panel, whose contact details can be found here: Budapest Conciliation Board 9.7. The conciliation panel is responsible for the out-of-court settlement of consumer disputes. Its task is to attempt to establish a settlement between the parties for resolving the consumer dispute and, in case of ineffectiveness, to make a decision to ensure the simple, fast, efficient, and cost-saving enforcement of consumer rights. The conciliation panel provides advice on the rights and obligations of the Consumer upon request by the Consumer or the Service Provider. 9.8. In case of cross-border consumer disputes related to online sales contracts or online service contracts - considering the jurisdiction rules defined in Section 20 of the Consumer Protection Act - any conciliation panel operated by the county (capital) ▇▇▇▇▇▇▇▇ of commerce and industry can conduct proceedings. 9.9. In case of a complaint, the Consumer may use the EU online dispute resolution platform. Using the platform requires a simple registration in the European Commission's system, which can be accessed by clicking here. Following registration, the Consumer can submit their complaint via the online platform at: ▇▇▇▇://▇▇.▇▇▇▇▇▇.▇▇/odr 9.10. The Service Provider is obliged to cooperate in the conciliation panel proceedings. The Service Provider participates in these proceedings. Within this framework, the Service Provider is obliged to send its response to the conciliation panel and ensure the participation of a person authorized to reach an agreement at the hearing. If the business's registered office or site is not registered in the county of the conciliation panel conducting the proceedings, the business's cooperation obligation extends to offering the possibility of concluding a written agreement according to the Consumer's request. 9.11. If the Consumer does not turn to a conciliation panel, or if the proceedings do not lead to a resolution, the Consumer has the option to take legal action to settle the dispute. The lawsuit must be initiated with a petition, which should include the following information:
Appears in 2 contracts
Sources: Rental Agreement, Rental Agreement