I. About Complaint Handling in General
Our bank's business strategy is based on ensuring that our customers are satisfied with our products, services and related administration. However, we are aware that beside the usage of the most advanced technology or best intentions there may be instances where the operation of any organization requires the possibility for you to provide us with comments, objections, and complaints regarding our products, we also consider it important that our Bank addresses these in an appropriate manner. Our goal is to make it as comfortable as possible for our clients to communicate with our Bank, which includes our efforts to promptly investigate our clients' concerns and to remedy any errors found. To this end, handling customer complaints is a priority. In addition, we regularly analyze the comments we receive, and use the results to improve our services and our client management process. While respecting the legal requirements for bank complaint handling, this information is intended to help you communicate your opinion and complaint easily and effectively to those who are involved in the prompt and effective resolution of your complaint and comment. Please be advised that any statement made to the Bank in connection with your activities before, during or after the conclusion of a contract with the Bank, the termination of the contract, or the settlement of a legal dispute concerning the contract, constitutes as a complaint.
You may submit your complaint to the Bank in person or by telephone, by email or fax, by a person authorized to represent the client (eg.: the Company's Executive Director or authorized to sign).
Please note, if a person otherwise not authorized to represent the client submits a complaint on behalf of the client, it is also necessary to prove the right of representation by attaching at the same time an authentic public document or a private document of full probative value.
The following is a summary of how you can submit your complaint to our Bank, depending on your business.
II. Verbal complaints
In case
In addition to the above times, any of our current, past and non-customer verbal complaints can be reported
- Every Thursday from 5 pm to 8 pm on +36 (1) 298 8801.
- You can personally report complaint to our Bank's reception (Promenade Gardens Office, 1133 Budapest, Váci út 80, 5th floor Citi Reception) by filling out a complaint form.
III. Written complaints
Written complaint
In case
Please submit your written complaint by filling in the form available here (available in Hungarian only). There is no charge for investigating your complaint, it shall be investigated in the light of all relevant circumstances.
For more information on handling, investigating, responding to, and out-of-court remedy for complaints,
IV. Complaint Handling Information (Effective March 1, 2019)
Our Bank will record your complaint, indicated either in person or by telephone, and promptly investigate and, where appropriate, address any issues that may arise, depending on the specific circumstances. If you disagree with the handling of the complaint, or otherwise due to the complexity of the case or the nature of the complaint, it will not be possible to investigate the complaint promptly, our Bank will maintain a record of the complaint and its position and will send you the information required to identify the complaint; and will reply to your complaint in written format within 30 days, and in the case of a payment service complaint, within 15 business days.
Please also note that in the event of a telephone complaint, telephone communications between you and a member of the Bank will be recorded by our Bank for a period of five years. Upon request, our Bank shall ensure the listening of the record and make available the certified minutes of the record free of charge. Our bank will respond to your written complaint with a justification within 30 days of receiving it, and within 15 business days in the case of a payment service complaint. If the involvement of a third party outside our Bank is required to investigate and respond to the complaint, in particular the point of acceptance, the card company, another bank or organization, the deadline may be extended, and we will notify you separately of the facts and reasons. However, the deadline for submitting the final reply shall not be later than 35 working days after the complaint has been notified.
We may need additional information from you as we investigate your complaint. In this case, please cooperate with us in seeking such a request so that the complaint can be investigated and answered as soon as possible.
The Bank may, in particular, but not exclusively,request the following information: name; contract number or customer number; business address or postal address; telephone number; method of notification; the product or service that is the subject of the complaint; description of complaint, reason; a copy of the documents held by the client in support of the complaint; a power of attorney for a trustee client; other data necessary to investigate and respond to the complaint. The Bank shall treat the data of the complainant person in accordance with the provisions on the protection of personal data.
V. Possible remedies for the complaint outside our Bank
If Bank rejects your complaint, disagrees with our position regarding your complaint or the Bank has failed to respond according to the law, you may have the option to enter into force, in accordance with applicable law or the applicable contract, institute court proceedings in the courts of that jurisdiction.
Please note that the information on the use of the court, the detailed rules of procedure and the costs of the proceedings will be provided to you by the acting organization.
VI. Recording of complaint
In order to handle customer complaints effectively and transparently, our bank maintains a record of complaints we have received and the steps taken to resolve them. Each complaint is uniquely identified by our bank so that it can be retrieved at any time. Our bank's complaint records include:
Please note that our bank will keep the complaint and the response for five years. Sincerely:
Citibank Europe plc Hungary Branch Office