CINKOTA RESIDENCE

1163 Budapest, Veres Péter út 79.
Tax number: 12135831-2-42

PURPOSE OF THE COMPLAINT HANDLING POLICY

CINKOTA RESIDENCE (headquarters: 1163 Budapest, Veres Péter út 79.), operated by Vikokali Kft., has developed the following policy in order to meet the complaints handling needs of its guests at a higher level and efficiently handle them.

PRINCIPLES OF THE REGULATION

The principle of fully investigating and responding to complaints:
The most important thing for CINKOTA RESIDENCE is that its guests are always satisfied with the service provided by the boarding house. That is why their complaints must be investigated impartially and comprehensively, within the framework of an equal procedure, which investigation can provide us with important information. After the investigation of the complaint, our guesthouse undertakes to provide an answer in which it covers in detail the result of the full investigation of the complaint, the measures for the proposed settlement and solution of the complaint, and the reason for the rejection if the complaint is rejected. In addition, the complainant receives information about which authority he can turn to with his complaint.

SCOPE OF THE REGULATION

Personal scope
The scope of these regulations covers all employees of the boarding house, who are obliged to familiarize themselves with the provisions of these regulations and are personally responsible for their compliance.

Subject scope
The scope of the regulations covers complaint handling activities related to the reporting of complaints. These regulations do not cover the handling of reports that do not qualify as complaints.

DETAILED PROVISIONS

The complaint
A complaint is any objection to CINKOTA RESIDENCE’s service or omission, for which the complainant clearly and specifically requests CINKOTA RESIDENCE’s procedure to be resolved. We ask our customers to report their objections directly to our guesthouse or to our contact details below.

It is not considered a complaint if the customer requests general information, an opinion, or a resolution from the CINKOTA RESIDENCE boarding house.

The complainant:
Any person who is considered a consumer under the 1997 CLV Act on consumer protection, who used the services of CINKOTA RESIDENCE, or visited its website or Facebook page with the intention of obtaining information, or watched, read, or heard any of its advertisements, may file a complaint.

Ways and places to report a complaint:
– Verbal complaint
in person at our boarding house, address: 1163 Budapest, Veres Péter út 79.
by phone at +36-1-403-5336
– Written complaint

by post (address: 1163 Budapest, Veres Péter út 79.)

by email (reservation@cinkota.avicenna.hu)
with a written complaint in our guest house (1163 Budapest, Veres    Péter út 79.)

Complaint handling deadlines:
CINKOTA RESIDENCE will respond to written complaints on merit within the 30 days required by law. We also treat letters sent to the above contact information as written complaints. In our boarding house, written objections submitted to the complainant both in the customer’s book and in other formats are also treated as complaints.

CINKOTA RESIDENCE examines verbal complaints immediately and, if possible, resolves them on the spot, immediately after the investigation, and if this is not possible, it records the verbal complaint. If possible, the protocol is finalized with the consent of the complainant and a copy is handed over to the complainant. If the latter is not possible, the minutes will be sent at the latest at the same time as the response to the oral complaint – no later than on the 30th day from the receipt of the complaint.

When recording the protocol, CINKOTA RESIDENCE records at least the following data:

– name and address of the guest (complainant),
– the place, time and method of presenting the complaint,
– a detailed description of the complaint, a list of documents, documents and other evidence presented by the complainant,
– the company’s statement on its position regarding the complaint, if it is possible to immediately investigate the complaint,
– the signature of the person taking the minutes and – with the exception of verbal complaints communicated by telephone or other electronic communication services – the complainant,
– the place and time of taking the minutes,
– in the case of a verbal complaint communicated by telephone or using other electronic communication services, the unique identification number of the complaint.

Complaint handling
CINKOTA RESIDENCE registers all complaints, paying particular attention to the protection of personal data. The requested personal data are used exclusively for the purpose of identification, and may not serve any other purpose of data collection.

The data of the customer who submitted the complaint must be handled in accordance with the provisions of Act CXII of 2011 on the right to informational self-determination and freedom of information.

Data that can be requested from the guest during complaint handling:

– his name
– residential address, registered office, mailing address
– your phone number
– method of notification
– service affected by complaint
– complaint description, reason
– plaintive demand
– copies of the documents required to investigate the complaint
– valid power of attorney in the case of an authorized customer
– description of all other data or circumstances that may be necessary to investigate the complaint

The client’s personal data listed above is needed for identification and efficient case management.

Registration of the complaint
The boarding house records the complaints received according to uniform principles. The register has been designed in such a way that the date of the response can be clearly determined from it. The register is suitable for discovering and identifying the facts that are the cause of the complaint, correcting and summarizing the discovered facts and events.

Investigation of the complaint
Investigation of the complaint is free of charge! The complaint is investigated taking into account all relevant circumstances. The language of handling the complaint is Hungarian. An employee of the boarding house who was aggrieved in the measure or participated in the decision may not participate in the decisions related to the complaint.

In complaint cases related to quality objections, the form called “Protocol on consumer quality objections” must be filled in, regardless of whether the complaint is written or oral. The content of the minutes is regulated by NGM Decree 19/2014 (V.29).

Communication of the decision related to complaint handling
CINKOTA RESIDENCE forwards its decision on the merits of the complaint to the complainant with precise, comprehensible and clear reasons and in writing. If the document announcing the substantive decision refers to legislation, in addition to indicating the location of the legislation, its substantive provision must also be described.

If the complaint is rejected, or if the 30-day statutory response period prescribed for the investigation of the complaint has passed without result, the customer can contact the bodies and authorities indicated below.

Administrative responsibilities related to complaint handling
Due to the complaint management system and processes of CINKOTA RESIDENCE, the following person is entitled to deal with complaint management on merit:

Farhad Mirzahosseini – hotel manager

The buyer’s additional legal enforcement options
If the complaint is rejected, or if the 30-day statutory response period prescribed for the investigation of the complaint has passed without result, the customer can contact the following bodies and authorities:

If the complaint handling activity of CINKOTA RESIDENCE was not carried out to the satisfaction of the complainant, or if his complaint was rejected by CINKOTA RESIDENCE, he can request the free procedure of the regionally competent Conciliation Boards. To initiate the procedure, the client who is considered a consumer can initiate a procedure at the contact details of the Conciliation Board operating at the competent county chamber of commerce in the place of residence of the consumer or the place of activity of the obligee of the service. You can access the list of county organizations at www.bekeltetes.hu, among others. In cases like this, the consumer has the opportunity to go to court, for example, if the conciliation did not bring him a satisfactory result.

List of county organizations:

Conciliation Committee organized by the Bács-Kiskun County Chamber of Commerce and Industry Board

Address: 6000 Kecskemét, Árpád krt. 4.
Telephone: 06-76-501-525, 501-5032
Fax: 06-76-501-53
Mailing address: Bács-Kiskun County Conciliation Board
6001 Kecskemét Pf. 228.
E-mail: bekeltetes@bacsbekeltetes.hu
website: www.bacsbekeltetes.hu

Conciliation Committee organized by the Békés County Chamber of Commerce and Industry Board

Address: 5600 Békéscsaba, Penza ltp. 5.
Telephone: 06-66-324-976
Fax: 06-66-324-976

Conciliation Center operating alongside the Borsod-Abaúj-Zemplén County Chambers of Commerce Board

Address: 3525 Miskolc, Szentpáli u. 1.
Phone: 06-46-501-091, 501-870
Fax: 06-46-501-099
E-mail: bekeltetes@bokik.hu
website: www.bekeltetes.borsodmegye.hu

The Budapest Conciliation Office, which operates alongside the Budapest Chamber of Commerce and Industry Board

Address: 1016 Budapest, Krisztina krt. 99.
Telephone: 06-1-488-2131
Fax: 06-1-488-2186
E-mail: bekelteto.testulet@bkik.hu

Conciliation organized by the Csongrád County Chamber of Commerce and Industry Board

Address: 6721 Szeged, Párizsi krt. 8-12.
Phone: 06-62-554-250/118
Fax: 06-62-426-149
E-mail: bekelteto.testulet@csmkik.hu
website: http://www.bekeltetes-csongrad.hu

Conciliation Board organized by the Fejér County Chamber of Commerce and Industry

Address: 8000 Székesfehérvár, Hosszúsétátér 4-6.
Phone: 06-22/510-310
Fax: 06-22-510-312
e-mail: bekeltetes@fmkik.hu;
fmkik@fmkik.hu

Operating alongside the Győr-Moson-Sopron County Chamber of Commerce and Industry Conciliation Board

Address: 9021 Győr, Szent István út 10/a.
Phone: 06-96-520-217
Fax: 06-96-520-218
e-mail: bekelteto@gymskik.hu

Hajdú-Bihar County Conciliation Board

Headquarters: 4025 Debrecen, Petőfi tér 10.
Place of administration: 4025 Debrecen Vörösmarty u. 13-15.
Phone: 06-52-500-710, 06-52-500-745
Fax: 06-52-500-720
E-mail: bekelteto@hbkik.hu

Conciliation Board operating alongside the Heves County Chambers of Commerce

Address: Faiskola út 15, 3300 Eger.
Phone: 06-36-416-660/105 ext
Fax: 06-36-323-615
E-mail: bekeltetes@hkik.hu

Operating under the Jász-Nagykun-Szolnok County Chamber of Commerce and Industry Conciliation Board

Address: 5000 Szolnok, Verseghy park. 8. III. floor 305-306 room.
e-mail: bekeltetotestulet@jnszmkik.hu
telephone: 20/373-2570

Organized by the Komárom-Esztergom County Chamber of Commerce and Industry Conciliation Board
Address: 2800 Tatabánya, Fő tér 36.
Phone: 06-34-513-010
Fax: 06-34-316-259
Email: bekeltetes@kemkik.hu
Website: www.kemkik.hu

Nógrád County Conciliation Board

Address: 3100 Salgótarján, Alkotmány u. 9/A
Phone: 06-32-520-860
Fax: 06-32-520-862
E-mail: nkik@nkik.hu
Website: www.nkik.hu

Baranya County Conciliation Board

Address: 7625 Pécs, Majorossy I. u. 36.
Phone: +36-72/507-154, fax: +36-72/507-152, 20/283-3422
e-mail: bekelteto@pbkik.hu,
Website: www.pbkik.hu, www.pecsikamara.hu

Pest County Conciliation Board

Address: 1119 Budapest, Etele út 59-61. II. floor 240.
Mailing address: 1364 Budapest, Pf.: 81
Telephone: 06-1-269-0703
Fax: 06-1-269-0703
Somogy County Conciliation Board
Address: 7400 Kaposvár, Anna u. 6.
Phone: 06-82-501-000,
Fax: 06-82-501-046

Organized by the Szabolcs-Szatmár-Bereg County Chamber of Commerce and Industry Conciliation Board

Address: 4400 Nyíregyháza, Széchenyi u. 2.
Telephone: 06-42-311-544
Fax: 06-42-311-750
e-mail address: bekelteto@szabkam.hu

Tolna County Conciliation Board

Address: 7100 Szekszárd, Arany J. u. 23-25.
Telephone: 06-74-411-661
Mobile: 0630-6370-047
Fax: 06-74-411-456
E-mail: kamara@tmkik.hu

Conciliation Board operating under the Vas County Chamber of Commerce and Industry

Contact: Honvéd tér 2, 9700 Szombathely.
Telephone: 06-94-312-356
Fax: 06-94-316-936
e-mail: pergel.bea@vmkik.hu

Veszprém County Conciliation Board

Address: 8200 Veszprém, Radnóti tér 1. Pf.: 220
Telephone: 06-88-429-008, 08-88-814-111
Fax: 06-88-412-150
E-mail: bekelteto@veszpremikamara.hu

Conciliation Board operating alongside the Zala County Chamber of Commerce and Industry

Address: 8900 Zalaegerszeg, Petőfi u. 24.
Phone: 06-92-550-513
Fax: 06-92-550-525
E-mail: zmbekelteto@zmkik.hu

If CINKOTA RESIDENCE violated the laws provided to the consumer during the handling of the complaint (for example, it did not provide a timely or substantial response to the written or verbal complaint, deceived the consumer, or committed other violations of the law related to consumer protection), the consumer’s place of residence can contact the competent district office. Contact information of district offices: http://jarasinfo.gov.hu

Register of complaints:
CINKOTA RESIDENCE records the complaints received according to uniform principles. The register has been designed in such a way that the date of the response can be clearly determined from it. The register is suitable for discovering and identifying the facts that are the cause of the complaint, correcting and summarizing the discovered facts and events. CINKOTA RESIDENCE stores written complaints in an easily identifiable and retrievable manner until the following deadline:

– for 5 years in case of registration in the book of buyers
– in the case of electronic mail, the time, subject, and response time of the complaint for 5 years
– 5 years in the case of postal mail

FINAL PROVISIONS

Entry into force:
The provisions of the regulations shall be applied from this date until revocation.

Budapest, October 2022