COMPLAINT HANDLING POLICY OF AMERICAN EXPRESS SERVICES EUROPE LIMITED BRANCH, HUNGARY

Transcription

1 COMPLAINT HANDLING POLICY OF AMERICAN EXPRESS SERVICES EUROPE LIMITED BRANCH, HUNGARY The purpose of the present complaint handling policy (hereafter the Policy ) is to ensure that complaints (hereafter the Complaint ) submitted by customers (hereafter the Customers ) about the conducts, activities or omissions in connection with the services of American Express Services Europe Limited Branch, Hungary (hereinafter American Express ) are processed effectively, transparently, and swiftly. To this end, the present Policy sets out the method and procedure for resolving Complaints and the rules concerning the Complaint records containing the measures taken to settle and resolve these Complaints. I. Methods of Complaint Submission 1. Verbal Complaints a) in person at the seat of American Express (1133 Budapest, Váci út 76.) from Monday to Friday, between 8 a.m. and 5 p.m. b) by calling our phone number , Monday, 8 a.m. 8 p.m., Tuesday Friday, 8 a.m. 6 p.m.; 2. Written Complaints a) in person or through another person, at the seat of American Express (1133 Budapest, Váci út 76.); b) by mail sent to the seat of American Express (see above); c) by fax sent to fax number ; and d) by sent to ugyfelszolgalat@aexp.com on the form attached, or in another format. 3. The Customer is entitled to act through an authorised representative. If the Customer elects to act through an authorised representative, the power of attorney executed for such representation shall be either a notarial document or private document with full probative force. II. Investigation of the Complaint The investigation of the Complaint is free of charge, no consideration is payable. The Complaint is investigated by taking all relevant circumstances into account. 1. Verbal Complaint 1.1. Complaints submitted verbally either in person or via the phone will be investigated, and if possible, remedied promptly. In connection with Complaints communicated via the phone, American Express shall act as can be reasonably expected in the given situation in order to login through a live voice within 5 minutes from the initiated call getting through. If it is not possible to investigate the Complaint immediately, American Express shall draw up minutes In connection with Complaints communicated via the phone, the Customer s attention shall be drawn to the fact that an audio recording of the Complaint is being made Audio recordings of verbally submitted Complaints shall be kept for one year. 1

2 1.4. At the Customer s request, American Express shall replay the audio recording, and shall make the minutes of the audio recording available to the Customer free of charge If the Customer is in disagreement with the way the Complaint was handled, American Express shall execute a report on the Complaint and its opinion thereon If the Complaint is made verbally and in person, a copy of the minutes shall be given to the Customer. If the Complaint is communicated via the phone, the minutes and the response made to the Complaint shall be sent to the Customer within 30 calendar days from the Complaint having been made If legislation prescribes the preparation of minutes, the minutes shall at least include the following a) the Customer s name; b) the Customer s address, seat and, if necessary, mailing address; c) place, time and method of Complaint submission; d) detailed description of the Complaint, stating separately each objection contained in the Complaint so that all such objections may be investigated in full; e) contract reference number, which the Complaint relates to, and, depending on the matter, Customer number; f) list of documents and other evidence presented by the Customer; g) if the immediate investigation of the Complaint is not possible, the signatures of the Customer and the person who drafted the report; h) place and date of the report. 2. Written Complaint The position of American Express regarding the written Complaint shall be sent to the Customer within 30 days from the Complaint s submission. III. In the process of managing the Complaint, American Express may request in particular the following information from the Customer a) name; b) contract number, Customer number; c) address, seat, mailing address; d) phone number; e) notification method; f) service or product that the Complaint relates to; g) description and reason of Complaint; h) claim of Customer; i) copies of documents in the Customer s possession and supporting the Complaint, which are not in American Express s possession; j) when the Customer acts via an authorised representative, a valid power of attorney; k) other information necessary for investigating and answering the Complaint. The information pertaining to the Customer submitting the Complaint shall be handled in accordance with the provisions of Act CXII of 2011 on Informational Self-Determination and Freedom of Information. 2

3 IV. Information obligation regarding Complaint handling If the statutory 30-day Complaint response deadline for rejecting or investigating the Complaint expires without the Complaint being resolved, the Customer may seek judicial remedy in accordance with the rules of Act III of 1952 on the Civil Procedure Code. V. Complaint records 1. American Express shall maintain records on the Complaints and the measures taken in order to settle and resolve them. Such records shall contain: a) a description of the Complaint, and an indication of the underlying events or facts; b) the date and time of the Complaint s submission; c) a description of the measures proposed for the settlement and resolution of the Complaint, and if rejected, the reason for such rejection; d) the time limit for taking the measures and the person appointed to implement them; and e) the date and time of response to the Complaint. 2. The Complaint and the response made thereto shall be kept for three years. Annex: Complaint submission form American Express Services Europe Limited Branch, Hungary 3

4 ANNEX COMPLAINT SUBMITTED TO THE FINANCIAL INSTITUTION TO RESOLVE DISPUTES RELATED TO THE FINANCIAL SERVICES PROVIDED Name: The Financial Institution subject to Complaint American Express Services Europe Limited Branch, Hungary Information regarding the Customer: Name: The Customer Contract number/customer number: Residential address/seat/mailing address: Telephone number: Method of communication (mail, ): Documents attached (e.g. invoice, agreement, representative s proxy authorization) Place of Complaint:*

5 *if Complaint is submitted in person I. Customer s Complaint and claim Date of Complaint being submitted to the Financial Institution (if Complaint was submitted in person): [It is advisable to mail the Complaint to the Financial Institution via registered post and recorded delivery. The affected Financial Institution has 30 days available to conduct an investigation on the Complaint and to submit its written position regarding the Complaint as well as the measures taken for the resolution thereof to the Customer.] The type of service subject to the Complaint: Reasons for the Complaint: Service not provided Insufficient service provided Service provided with delay Service not provided properly Discontinued service Damage caused Was not pleased with customer service Misleading information received Incomplete information received Disagree with change of fee/cost/interest Disagree with incidental expenses Disagree with other conditions of the contract Disagree with the amount of indemnification Rejected indemnification request Inappropriate indemnification provided Termination of agreement Other If other, please specify:

6 II. Description of Complaint: [Please specify each reason for your discontent separately in order to facilitate the detailed investigation of your Complaint.] Date: Signature: