Complaints Policy
Villa Endante (4200, Hajdúszoboszló Sport utca 2. Tax number: 56825796-2-41)
1. PURPOSE OF THE COMPLAINT HANDLING POLICY
Villa Endante, operated by Dániel Szentesi (headquarters: 4200, Hajdúszoboszló Sport utca 2 ) , has developed the following regulations in order to satisfy and efficiently handle the complaint handling needs of the guests of Villa Endante.
2. PRINCIPLES OF THE RULES
Principle of full investigation and response to complaints:
The most important thing for Villa Endante is that its guests are always satisfied with the service provided by the pension. That is why their complaints must be investigated impartially and fully , on an equal footing, which can provide us with important information. After the investigation of the complaint, our pension undertakes to provide an answer detailing the results of the full investigation of the complaint, the measures for the proposed settlement and resolution of the complaint, and the reason for the rejection in case of rejection of the complaint. In addition, the complainant will be informed which authority to turn to with his or her complaint.
3. SCOPE OF THE RULES
• Personal scope
The scope of these regulations extends to all employees of the boarding house who are obliged to familiarize themselves with the provisions of these regulations and are personally responsible for complying with them.
• Material scope
The scope of the regulations covers the complaint handling activity related to the reporting of complaints. These policies do not cover the handling of complaints that do not qualify as a complaint.
4. DETAILED PROVISIONS
• The complaint
A complaint is any objection to the service or omission of Villa Endante for which the complainant expressly and explicitly requests the action of Villa Endante. We ask our customers to report their objections directly to our pension or to the contact details below.
It is not a complaint if the customer requests general information, opinions or a resolution from Villa Endante.
• The complainant:
Any person qualifying as a consumer under the 1997 CLV Consumer Protection Act who has used the services of Villa Endante or visited his website, Facebook page, or viewed, read or heard any advertisement may be a complainant.
• How and where to file a complaint:
– oral complaint
-written complaint
-complaint handling deadlines
– in person at our pension, our address
– by phone at
– by post (.)
-by e-mail ()
-with a written complaint in the customer’s book at our hotel. (.)
Villa Endante will respond to substantive complaints within 30 days as required by law. We will also treat letters sent to the above contact as a written complaint. In our pension, we also treat written complaints submitted to the complainant in the customer’s book as well as in other formats as complaints.
Oral complaints will be investigated immediately by Villa Endante and, if possible, resolved on the spot, immediately after the investigation, and if this is not possible, a record will be kept of the oral complaint. If possible, the minutes shall be finalized with the consent of the complainant and a copy shall be given to the complainant. If the latter is not possible, the minutes shall be sent at the latest at the same time as the reply to the oral complaint – no later than the 30th day following receipt of the complaint.
When recording the minutes, Villa Endante shall record at least the following information:
– the name and address of the guest (complainant),
– the place, time and manner in which the complaint was lodged,
– a detailed description of the complaint, a list of documents, documents and other evidence presented by the complainant,
– except for an oral complaint made by the person who took the minutes and
– except for an oral complaint made by telephone or other electronic communication service
– signature of the complainant,
– place and time of taking the minutes,
-Identification number.
• Complaint handling
Villa Endante registers all complaints, paying particular attention to the protection of personal data. The personal data requested are for identification purposes only and may not be used for any other data collection purposes.
The data of the customer submitting the complaint shall be handled in accordance with the provisions of Act CXII of 2011 on the right to information self-determination and freedom of information.
Data that can be requested from the customer during the complaint handling:
– name
– address, registered office, mailing address
– telephone number
– method of notification
– description of the service complaint affected by the complaint, reason for the complainant’s request
– copy of the documents required for the investigation of the complaint
– authorization in case of an authorized customer may be necessary to investigate
The personal data of the client listed above is required for identification and efficient case management.
– Investigation of the complaint:
Endante registers all complaints, paying particular attention to the protection of personal data. The personal data requested are for identification purposes only and may not be used for any other data collection purposes.
The data of the customer submitting the complaint shall be handled in accordance with the provisions of Act CXII of 2011 on the right to information self-determination and freedom of information.
– Data that can be requested from the client during the complaint handling:
The personal data of the client listed above is required for identification and efficient case management.
Investigation of the complaint is free of charge! The complaint will be investigated in the light of all the relevant circumstances. The language of the complaint is Hungarian. An employee of Villa Endante who has participated in the action or decision complained of may not take part in decisions on the complaint.
In all cases of complaints about a quality complaint, the form entitled “Protocol on Consumer Quality Complaints” must be completed, regardless of whether the complaint is written or oral. The content of the protocol is regulated by NGM Decree 19/2014 (V.29.).
– Communication of the decision on the handling of complaints:
Villa Endante shall communicate its decision on the merits of the complaint to the complainant, stating its precise, comprehensible and unambiguous reasons. If the document notifying the substantive decision refers to legislation, in addition to indicating the place of legislation, its substantive provision must also be described.
In the event of a rejection of the complaint or the failure to comply with the 30-day statutory deadline for replying to the complaint, the customer may contact the bodies or authorities listed below.
– Complaints management responsibilities:
Due to Villa Endante’s complaint handling system and processes, the following persons are entitled to deal with the merits of the complaint:
Dániel Szentesi – managing director
Dániel Szentesi – owner
• Additional enforcement options for the buyer
In the event of the rejection of the complaint or the expiration of the 30-day statutory deadline for the investigation of the complaint, the customer may apply to the following bodies and authorities:
If Villa Endante’s complaint handling activities have not been carried out to the complainant’s satisfaction or your complaint has been rejected by Villa Endante, you may request a free procedure from the competent Conciliation Bodies. In order to initiate proceedings, a customer who qualifies as a consumer may initiate proceedings at the contact details of the Conciliation Board operating at the competent county chamber of residence of the consumer’s place of residence or the place of activity of the service provider. You can access the list of county organizations at www.bekeltetes.hu. In cases such as this, the consumer has the option of going to court, for example if the conciliation did not work for him.
List of county organizations:
Conciliation Body organized next to the Bács-Kiskun County Chamber of Commerce and Industry
Address: 6000 Kecskemét, Árpád krt. 4.Phone: 06-76-501-525, 501-5032Fax: 06-76-501-53
Mailing address: Bács-Kiskun County Conciliation Board
6001 Kecskemét Pf. 228.E-mail: bekeltetes@bacsbekeltetes.huhonlap: www. bacsbekeltetes.hu
Conciliation Board organized by the Békés County Chamber of Commerce and Industry
Address: 5600 Békéscsaba, Penza ltp . 5.
Phone: 06-66-324-976Fax: 06-66-324-976
Conciliation Board operating next to Borsod-Abaúj-Zemplén County Chambers of Commerce
Address: 3525 Miskolc, Szentpáli u. 1.Phone: 06-46-501-091, 501-870Fax: 06-46-501-099E-mail: bekeltetes@bokik.huhonlap: www.bekeltetes.borsodmegye.hu
Budapest Conciliation Board operating next to the Budapest Chamber of Commerce and Industry
Address: 1016 Budapest, Krisztina krt. 99.Phone: 06-1-488-2131Fax: 06-1-488-2186E-mail: bekelteto.testulet@bkik.hu
Conciliation Board organized by the Csongrád County Chamber of Commerce and Industry
Address: 6721 Szeged, Párizsi krt. 8-12.Phone: 06-62-554-250 / 118Fax: 06-62-426-149E-mail: bekelteto.testulet@csmkik.huhonlap: http://www.bekeltetes-csongrad.hu
Conciliation Body organized next to the Fejér County Chamber of Commerce and Industry Address: 8000 Székesfehérvár, Hosszúsétatér 4-6. Phone: 06-22 / 510-310 Fax: 06-22-510-312 e-mail: bekeltetes@fmkik.hu; fmkik@fmkik.hu
Conciliation Board operating next to the Győr-Moson-Sopron County Chamber of Commerce and Industry
Address: 9021 Győr, Szent István út 10 / a.Phone: 06-96-520-217Fax: 06-96-520-218e-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, 06-52-500-745Fax: 06-52-500-720E-mail: bekelteto@hbkik.hu
Conciliation Board operating next to the Heves County Chambers of Commerce
Address: 3300 Eger, Faiskola út 15.Telephone: 06-36-416-660 / 105 extensionFax: 06-36-323-615E-mail: bekeltetes@hkik.hu
Conciliation Board operating next to the Jász-Nagykun-Szolnok County Chamber of Commerce and Industry
Address: 5000 Szolnok, Verseghy park. 8. III. floor 305-306. room.e-mail: bekeltetotestulet@jnszmkik.hutphone: 20 / 373-2570
Conciliation Body organized next to the Komárom-Esztergom County Chamber of Commerce and Industry
Address: 2800 Tatabánya, Fő tér 36.Telephone: 06-34-513-010Fax: 06-34-316-259Email: bekeltetes@kemkik.huWebsite: www.kemkik.hu
Nógrád County Conciliation Board
Address: 3100 Salgótarján, Alkotmány u. 9 / ATel: 06-32-520-860Fax: 06-32-520-862E-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 / 283-3422e-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. Correspondence address: 1364 Budapest, Pf .: 81Phone: 06-1-269-0703Fax: 06-1-269-0703
Somogy County Conciliation Board
Address: 7400 Kaposvár, Anna u. 6. Telephone: 06-82-501-000, Fax: 06-82-501-046
Conciliation Body organized next to the Szabolcs-Szatmár-Bereg County Chamber of Commerce and Industry
Address: 4400 Nyíregyháza, Széchenyi u. 2.Phone: 06-42-311-544Fax: 06-42-311-750e-e-mail: bekelteto@szabkam.hu
Tolna County Conciliation Board
Address: 7100 Szekszárd, Arany J. u. 23-25.Phone: 06-74-411-661Mobile: 0630-6370-047Fax: 06-74-411-456E-mail: kamara@tmkik.hu
Conciliation Board operating next to the Vas County Chamber of Commerce and Industry
Contact: 9700 Szombathely, Honvéd tér 2.Phone: 06-94-312-356Fax: 06-94-316-936e-e-mail: pergel.bea@vmkik.hu
Veszprém County Conciliation Board
Address: 8200 Veszprém, Radnóti tér 1. Pf .: 220Phone: 06-88-429-008, 08-88-814-111Fax: 06-88-412-150E-mail: bekelteto@veszpremikamara.hu
Conciliation Board operating next to the Zala County Chamber of Commerce and Industry
Address: 8900 Zalaegerszeg, Petőfi u. 24.
Phone: 06-92-550-513
Fax: 06-92-550-525E-mail: zmbekelteto@zmkik.hu Website: http://www.bekeltetes.hu/
If Villa Endante has violated the law provided to the consumer during the handling of the complaint (including, but not limited to, providing a timely or substantive response to a written or oral complaint, misleading the consumer, or other consumer protection violations), the consumer is domiciled. to the competent district office. Contact details of the district offices: http://jarasinfo.gov.hu
• Register of complaints:
Villa Endante keeps track of the complaints it receives according to uniform principles. The register has been set up in such a way that the date of the reply can be clearly established. The register is suitable for revealing and identifying the facts that are the cause of the complaint, correcting and summarizing the revealed facts and events. Villa Endante will keep written complaints in a clearly identifiable and traceable manner until the following deadline:
– for 5 years in case of entry in the customer’s book – for 5 years
in case of e-mail, for 5 years in case of complaint complaint – for 5 years in case of postal letter
5. FINAL PROVISIONS
• Entry into force:
The provisions of the Regulations shall apply from this date until revoked.
Villa Endante, March 26, 2022.