Complaint Handling
PLEASE SHARE ANY AND ALL OBSERVATIONS AND COMMENTS WITH US.
Regardless of our best intentions and efforts, smaller/greater difficulties may occur that can certainly be doctored with a bit of attention or by taking your observations and comments into consideration.
ALL YOU HAVE TO DO IS COMMUNICATE YOUR COMPLAINTS TO US.
Reporting the difficulties experienced – in the form of comments, observations or complaints – is very important to us. This allows us to continue to guarantee the high standards of our services, to ensure that you remain a satisfied customer in all respects and that all our services meet your needs and demands in the long term. If you have any specific complaints, you may communicate these to us by the following means.
You may, of course, file your complaint both in writing and verbally, which shall be registered in our records. Our records are supported by a complaint management system which, at the time of the receipt of the complaint, records your data (name, address, telephone number, customer ID) and the complaint data (time of receipt, place of recording, description of the complaint, name the service concerned, confirmation deadline and method) and assigns a filing number to the report. The complaint management system records the investigation and result of the complaint in a verifiable and traceable manner.
YOUR OPTIONS
At bank branches
You may communicate your comments and observations in person, directly to our colleague, which complaint is investigated without delay and doctored as needed through instant measures.
If you do not agree with the reply given to your verbal complaint or immediate investigation of the complaint is not possible, we draw up a report on the filing of the complaint, which will be handed over to you at the bank branch if you have made your complaint in person.
We will respond to your complaint within 30 calendar days from the drawing up or handover of the Complaint Filing Report.
The addresses and opening hours of bank branches are available here.
Through the customer service call centre
The staff of the CIB24 customer service call centre await your call at (+36 1) 4 242 242 all hours of the day, investigating all complaints without delay and providing remedies with immediate measures as needed.
If you do not agree with the reply given to your verbal complaint or immediate investigation of the complaint is not possible, we draw up a report on the filing of the complaint. We will respond to your complaint within 30 calendar days from the drawing up or handover of the Complaint Filing Report, and we will concurrently send you a copy of the protocol.
Complaints filed through the customer service call centre are recorded and the audio recordings are retained for a period of five years. Upon request, on one occasion, we provide the opportunity of listening to the voice recording of the complete filing of the complaint free of charge at a bank branch of your choice, or hand over in person a copy of said voice recording on a durable data carrier.
By fax
Forward your complaint to us using the (06 1) 489 6957 fax number.
Filing complaints through the website
Send us your observations, comments and complaints now. The Complaint Filing Form can be accessed and completed by clicking on this link.
*This form is not suitable to report bank card fraud/abuse.
Electronically
If you wish to file your complaint using electronic mail, send your letter to email cib@cib.hu or via the Internet Bank. In order for us to be able to send you our reply, you will need to provide accurate data and contact details.
By post
You can also send us your complaint by post to the following address: CIB Bank Zrt. Complaint Management and Quality Assurance Department 1537 Budapest, Pf.394 Don't forget to specify your accurate data and contact details so we can send you a response to your complaint.
Complaints filed by fax, through the website, electronically or by post are replied to within 30 calendar days from the receipt of the complaint. If the 30 day deadline cannot be met, we will send you notification of this fact.
Subject to presenting a power of attorney, you may also act by way of proxy/authorised representative. The power of attorney must be issued in the form of a notarised deed or a private document of full probative force.
Written complaints may also be filed using the form provided by the National Bank of Hungary and published on the website of the National Bank of Hungary, which is also accessible via the Bank’s own website under “Related Documents”.
You may also file complaints in formats other than the form prepared by the National Bank of Hungary.
For contracts concluded online
The European Online Dispute Resolution platform has gone live – Pursuant to Regulation (EU) No 524/2013 of the European Parliament and of the Council of 21 May 2013 on online dispute resolution for consumer disputes (Regulation), the European Commission has established an online dispute resolution platform.
Under the Regulation, communication aimed at the out-of-court resolution of disputes initiated by consumers resident in the European Union against service providers established in the European Union, thus also including financial consumer disputes relating to contracts concluded online, shall be provided to consumers by way of this platform.
... IF YOU WISH TO INQUIRE REGARDING AN EARLIER COMPLAINT
If you are looking to inquire about a complaint subject to an ongoing investigation, you may do so using any of the above-mentioned channels, and in order to facilitate administration, please refer to the filing number of your complaint.
... IF YOU ARE DISSATISFIED WITH OUR RESPONSE
If you are dissatisfied with our response, you may communicate any further questions or observations using any of the above means, regardless of which channel you used to file your earlier complaint.
If you find neither of the above options to be appropriate and you do not agree with our response, you may turn to the following bodies and authorities:
National Bank of Hungary
If you are classified as a consumer customer (in other words, a private individual proceeding for purposes unrelated to your occupation or business activity) and have already filed your complaint with the bank earlier, but you believe that the investigation of your complaint did not take place in compliance with the statutory regulations, or if the bank's reply leads you to believe that a breach of the consumer-protection provisions of the Act on the National Bank of Hungary has occurred, then you may seek redress at the Consumer Protection Centre of the National Bank of Hungary.
National Bank of Hungary, Consumer Protection Centre
In person: Customer Service 1013 Budapest, Krisztina krt. 39.
By post: National Bank of Hungary 1535 Budapest BKKP Pf. 777.
Telephone: +36-80-203-776
Fax: +36 1 489 9102
Email address: ugyfelszolgalat@mnb.hu
Via electronic customer portal:
http://www.mnb.hu/fogyasztovedelem/penzugyi-panasz/formanyomtatvanyok/elektronikus-ugyintezes
Financial Arbitration Board
If you are classed as a consumer customer, in the case of a legal dispute related to the conclusion, validity, legal implications and termination of the contract, or related to a breach of contract and the legal implications thereof, you may file for a procedure with the Financial Arbitration Board.
Contact details of the Financial Arbitration Board:
In person: Customer Service 1013 Budapest, Krisztina krt. 39.
Postal address: Financial Arbitration Board H-1525 Budapest BKKP Pf.: 172.
Telephone: +36-80-203-776
Email address: ugyfelszolgalat@mnb.hu
Via electronic customer portal:
http://www.mnb.hu/bekeltetes/kerelem-es-egyeb-nyomtatvanyok/kerelem-nyomtatvanyok
Court
In the event of a legal dispute related to the conclusion, the validity, the legal consequences and the termination of the contract, as well as the breach of contract and the related legal consequences, you may – in accordance with Act III of 1952 on the Code of Civil Procedure – file a claim with the court that has jurisdiction.
Customers not classed as a consumer customer may, in the event of a rejection of the complaint or the inconclusive expiry of the 30-calendary-day statutory deadline for investigation of the complaint, take the matter to court.
In the event of a rejection of the complaint or the inconclusive expiry of the 30-calendar-day statutory deadline for investigation of the complaint, customers may request the sending of the request form serving as the basis for a procedure to be launched at the Financial Arbitration Board or at the Consumer Protection Centre of the National Bank of Hungary using the following electronic and customer call centre contact details:
The form for initiating a procedure before the Consumer Protection Centre of the National Bank of Hungary is available at http://www.mnb.hu/fogyasztovedelem/panaszom-van/formanyomtatvanyok and at the Customer Service Office of the Consumer Protection Centre of the National Bank of Hungary at: 1013 Budapest, Krisztina krt. 39. (Krisztina Plaza), telephone number: +36-80-203-776.
The form for initiating a procedure before the Financial Arbitration Board is available at http://www.mnb.hu/bekeltetes/kerelem-es-egyeb-nyomtatvanyok/kerelem-nyomtatvanyok and at the Customer Service Office of the Financial Arbitration Board at 1013 Budapest, Krisztina krt. 39; telephone number: +36-80-203-776.
Please be informed that you may ask for the request forms to be sent to you free of charge using any of the Bank’s contact details below:
by telephone via the CIB24 customer service call centre ((+36 1) 4 242 242),
via electronic mail to the cib@cib.hu central email address,
in a letter sent to our postal address: 1537 BUDAPEST, Pf. 394.