Complaint management

Customer satisfaction is of paramount importance to GRÁNIT Bank, therefore, in our business policy and activities, we continuously strive to provide our customers with the highest possible level of service and to enhance customer experience. ​To achieve this goal, customer feedback is essential. If you have a complaint, you can make your comments and report any grievances as set out in the guide below.

Who can make a complaint?
A complainant may be a natural person, a legal person or an organisation without legal personality that uses the Bank’s services or the recipient of information or an offer from the Bank in relation to the Bank’s services. The complainant is generally a customer of the Bank, but any person who objects to one or more actions of the Bank, not in relation to a specific service, but to another activity that is related to the service (e.g. an advertisement), is also regarded as a complainant.

How can I submit a complaint?
Complaints can be made orally (in person, by telephone or VideoBank service) or in writing (by post, NetBank, e-mail, or fax). In the case of complaints made in person, if the complaint cannot be remedied immediately or if the customer does not accept the remedy, it is necessary to fill in the standard form provided by the MNB, a copy of which is given to the customer on the spot. In the event of a complaint received by VideoBank or by telephone, the Bank will draw up a report, a copy of which will be sent to the customer as an attachment to the response letter.

What are the contact details for reporting a complaint?

• The Bank continuously accepts e-mail messages sent to info@granitbank.hu (in the event of a malfunction, other contact details are provided, as listed below),
• Via the Internet portal (hereinafter: NetBank) operated by the Bank and accessible only to the Bank’s customers
• By telephone via GRÁNIT TeleBank on the +36 1 510 0993 phone number on Hungarian bank working days between 8:00-21:00 hrs, Budapest time, or on Saturdays that are considered working days between 8:00-19:00 hrs, Budapest time.
• Using the online audiovisual channel via GRÁNIT VideoBank, available on the Bank's website or via the mobile app on Hungarian bank working days between 8:00-21:00 hrs, Budapest time, or on Saturdays that are considered working days between 8:00-19:00 hrs, Budapest time.
• By fax on the +36 1 235 5906 fax number.
• By post, at the following postal address: GRÁNIT Bank Zrt. Customer Service Desk 1439 Budapest, Pf.: 649.
• Orally in person and/or in writing at the Bank's Central Customer Service Desk (1095 Budapest, Lechner Ödön fasor 8. 1^st floor) on Hungarian bank working days, Monday to Friday, between 8:30-16:00 hrs Budapest time and on Saturdays that are considered working days between 8:30-14:30 hrs, Budapest time, or at the WESTEND Customer Service Centre (1062 Budapest, Váci út 1-3. 1^st floor, Hild József sétány 24.) on Hungarian bank working days from Monday to Friday between 10:00-18:00 hrs, Budapest time, and on Saturdays that are considered working days between 10:00-16:00, Budapest time.

Where can I obtain a complaint form?
If our customers wish to report a complaint in person, they can do so by filling in the form available online using the link provided on the Gránit Bank website under the Forms/Policies menu item or by downloading the form from the MNB website.

What to do if a customer wishes to report a complaint about a bank card transaction requiring immediate action?
If Gránit Bank customers become aware that the bank card in their possession has been misused by one or more unauthorised persons or otherwise a bank card transaction has been made without the customer's consent or to an extent exceeding the customer's consent, they are entitled report a complaint by completing the ‘Bank Card Transaction Complaint Form’ available online on the Gránit Bank website under the Forms/Policies menu item. In the event that the matter meets the legal definition of a complaint, the Bank will also carry out a complaint management procedure. It is important to underline that the form can only be filled in if the transaction complained about has been completed, i.e. if the amount has been debited from the customer's account. The Bank has no authorisation to act in the case of a blocked amount.

How is the complaint registered and how long is the deadline for a response?
The complaint, once received, is registered by the Bank's complaints officer in the standard registration system provided for by relevant legislation. The unique registration number of the complaint will be communicated to the customer by the Bank in a so-called “interim letter” sent after the complaint has been reported. In the event of a complaint reported by telephone or via VideoBank, the Bank's employee will immediately communicate the data identifying the complaint. A response to the complaint, complete with justification, will be sent to the complainant within 30 (calendar) days or, in the case of a complaint relating to payment services – as a general rule – within 15 working days of reporting. If, for reasons beyond the Bank’s control, all elements of a complaint related to payment services cannot be answered within 15 working days, the Bank will send the customer a provisional response, including the justification of the delay in providing a substantial response and the deadline for a final response. The deadline for providing a final response may not be later than 35 working days of reporting the complaint.

On what channel will the customer receive the response?
The Bank will send the response letter in writing, by post or, if the complainant classifies as a customer, via NetBank. If the complaint arrives by NetBank mail or by the e-mail address reported by the Customer to the Bank, the Bank will send the complaint response to the Customer through the same channel, unless the Customer requests otherwise. In that case, the response must be sent in the manner requested by the Customer, but in writing.

Where can the customer inquire about his/her pending or closed complaint?
If the customer wishes to enquire about a complaint that is under investigation or has been closed, he/she can do so through any of the channels mentioned above. In order to facilitate the handling of the complaint, you should indicate the registration number of the complaint. The complaints management unit can be contacted directly at the plangere@granitbank.hu e-mail address.

What are the options for legal remedy available to customers?
If the customer is not satisfied with the response given by the Bank, the following remedies are available, depending on whether or not the customer classifies as a consumer under the relevant legislation.

If the customer classifies as a consumer, the following remedies are available:

a) National Bank of Hungary
In the case of a customer who classifies as a consumer (a natural person proceeding in the interest of objectives that fall outside the scope of his/her individual profession or commercial activity), if he/she has already reported his/her complaint to the Bank, but the complaint has not been investigated in compliance with the legislation, or if the Bank's response leads the consumer to believe that the consumer protection provisions under the Act on the National Bank of Hungary have been violated, he/she may turn to the Financial Consumer Protection Centre of the National Bank of Hungary.

National Bank of Hungary, Financial Consumer Protection Centre

• In person: Customer Service Desk 1013 Budapest, Krisztina krt. 39.
• By mail: Magyar Nemzeti Bank 1535 Budapest BKKP Pf. 777.
• Phone: +36 80 203 776. Fax: +36 1 489 9102
• Email address: ugyfelszolgalat@mnb.hu
• Via electronic customer portal: https://www.mnb.hu/fogyasztovedelem/penzugyi-panasz#formanyomtatvanyok

b) At the Financial Arbitration Board
If the customer classifies as a consumer, he/she may initiate proceedings before the Financial Arbitration Board in the event of a legal dispute concerning the conclusion, validity, legal effects and termination of the contract, or a breach of contract and its legal effects.

Contact details of the Financial Arbitration Board:

• In person: Customer Service Desk 1013 Budapest, Krisztina krt. 39.
• Address for correspondence: Financial Arbitration Board H-1525 Budapest BKKP Pf.: 172.
• Phone: +36 80203 776
• Email address: ugyfelszolgalat@mnb.hu
• Via electronic customer portal: http://www.mnb.hu/bekeltetes/kerelem-es-egyeb-nyomtatvanyok/kerelem-nyomtatvanyok

1. c) Court of Justice
   In the event of a legal dispute concerning the conclusion, validity, legal effects and termination of the contract, or a breach of contract and its legal effects, the Customer may bring an action before the competent court, as provided for in Act CXXX of 2016 on the Code of Civil Procedure.

In the case of a customer not classified as consumer:

Court 
Customers who do not classify as consumers may take legal action before the court, if their complaint is rejected or if the statutory deadline for responding to the complaint has expired without a response.

 

Forms/Policies

• GRÁNIT Bank Complaint Management Policy
• GRÁNIT Bank Complaint Report form
• MNB Complaint Report form
• Bank Card Transaction Complaint Form
• The MNB’s complaint management guide
• Financial Complaints - MNB Financial Navigator booklet
  
  
• The Customer may notify the Romanian National Consumer Protection Authority. The address of the Romanian National Consumer Protection Authority is: Bucharest, B-dul. Aviatorilor no. 72, Sector 1. For more information, please visit www.anpc.ro, where the Customer can fill in an online complaint report form. The Bank is not responsible for any changes in the contact details of the ANPC. The above contact details are valid at the time of signing the Contract.
• The Customer may notify the Alternative Dispute Resolution Centre (CSALB) operating in the banking sector pursuant to Government Decree 38/2015 on alternative resolution of disputes between consumers and merchants. The CSALB is an autonomous, non-governmental, non-political, public interest, non-profit legal entity with legal personality, whose purpose is to provide consumers with access to alternative resolution of disputes against credit institutions. The address of the CSALB’s registered office is: Bucharest, Str. Sevastopol no. 24, Sector 1, For more information on the CSALB and the proceedings conducted by it, please call (021) 9414 and visit www.csalb.ro.
• The Customer may apply for a mediation procedure pursuant to Act 192/2006 on Mediation and the Organisation of the Mediation Profession.
• The Customer may apply to the National Bank of Romania, whose registered office is at Str. Lipscani no. 25, Sector 3, Bucharest, 030031. Further information is available on the at www.brd.ro website.
• In the event of disputes related to the Bank’s products and services purchased online, the Customer may use the European Commission’s European Online Dispute Resolution (ODR) platform, which can be accessed by clicking on the link https://webgate.ec.europa.eu/odr/, under the “Romanian” section.

 

Under Regulation (EU) No 524/2013 of the European Parliament and of the Council on online dispute resolution for consumer disputes and amending Regulation (EC) No 2006/2004 and Directive 2009/22/EC, consumer financial disputes between complainants who classify as consumers resident in the European Union and service providers established in the European Union concerning online service contracts may also be settled through the online platform provided for in the Dispute Resolution Regulation. The procedure under the Dispute Resolution Regulation is not a court procedure. The scope of the Dispute Resolution Regulation applies to the Bank and to its customers who classify as consumers and who reside within the European Union. The Financial Arbitration Board is authorised to settle consumer legal disputes initiated under the Dispute Resolution Regulation.

The online platform under the Dispute Resolution Regulation is available at the following page: http://ec.europa.eu/odr. When initiating a procedure under the Dispute Resolution Regulation, the consumer initiating the procedure must enter plangere@granitbank.hu as the merchant’s contact e-mail address

If the Customer reports a complaint regarding payment services, the Bank will respond in writing within 15 working days of receipt of the complaint. In exceptional circumstances, if a response cannot be given within 15 working days for reasons beyond the Bank's control, the Bank will send a provisional response indicating the maximum deadline for a final response. In any event, the deadline for receipt of the final response may not exceed 35 working days.