Barion Payment Inc. Complaints Handling Policy
Effective date: February 20th, 2020
Complaints handling policy
Complaints handling policy
In compliance with the provisions of section 288 of Act CCXXXVII of 2013 on Credit Institutions and Financial Enterprises, Barion Payment Inc. receives and handles complaints submitted to it in accordance with the following Complaints Handling Policy.
If you have a complaint, you may submit it to our company verbally or in writing.
Complaints can be made verbally in two ways:
If you would like to submit a complaint in writing, you may do so in the following manners:
When submitting a complaint, you may choose to act through a proxy. In this case, the power of attorney granted to your proxy must comply with the requirements stipulated in Act III of 1952 on Civil Procedure.
Current and earlier versions of the Complaints Handling Policy can be downloaded from Barion’s website.
The investigation of the complaint is performed free of charge; naturally, we do not charge a separate fee for this. While complying with the provisions of the law, we thoroughly review all complaints, taking all related circumstances into consideration in order to determine the measures to be taken.
You may report a complaint at any time to our customer service staff, whether in person at our office, by telephone, online or in writing.
Complaints submitted verbally are investigated immediately, and – where possible – remedied immediately.
Insofar as the complaint cannot be responded to and remedied immediately, or if you are not satisfied with the information you have received here, our customer service staff will make a written record of the complaint and of the position of Barion Payment Inc. in this respect. You will receive one copy of this record on the spot, while the substantive response will be sent to you at the same time as you receive a telephonic response completing the procedure. In this case, we will send you a reasoned answer to your complaint within 30 days of its submission.
Records of complaints must contain the following data:
In addition, we record all complaints submitted by telephone and keep these recordings for 1 year. On request, you may listen to these recordings within this time period. We will also place a certified transcript of the recording at your disposal free of charge if requested.
If you wish, you may make an appointment over the phone to meet in person. You will be offered an appointment time within five working days from your request.
In addition to the above, you may also put your complaint in writing and submit it to our office staff in person, or, using our contact information above, send it to us by post, or electronically.
In the case of written complaints, we will send a justified response within 30 calendar days of receipt of the complaint.
Central complaints management operates in Sense/Net, where user complaints are handled by our staff in a professional and centralized manner. We keep electronic records of user complaints submitted.
Insofar as a complaint submitted at our office or over the telephone cannot be remedied immediately, or if you do not agree with the proposed remedy, or if you submit a complaint to us in writing, the complaint will be investigated and addressed through the centralized complaints management. We seek to investigate complaints and find a reassuring solution to them as soon as possible, and make every possible effort to this end.
If you do not send your written complaint to the complaints management organizational unit specified in the complaints handling policy, or if you submit a written complaint at our office to a staff member other than the designated complaints manager, the staff member who learns of the complaint shall promptly forward it to the employee who is in charge of handling complaints. If you make a complaint verbally to a staff member who is not the designated complaints management employee, this person will give you the contact information of the employee who will be handling your complaint.
Within 30 days of the receipt of your complaint, we shall inform you of the results of the investigation of your complaint and of our position in this regards (with justification). This shall be sent electronically in the case of complaints submitted electronically, or by post in all other cases.
Insofar as we require more information in order to investigate the complaint, we will promptly contact you for this purpose.
We keep all records of complaints received and their responses for three years, and disclose these records to the inspection authorities if requested.
We process all data in compliance with the provisions of Act CXII of 2011 on the Right to Informational Self-Determination and Freedom of Information.
Remedies and other forums for complaints management:
Our primary aim is to find a reassuring solution to all complaints. Accordingly, if you are not satisfied with the way in which we handle, investigate and respond to your complaint, or find it inadequate, please report this as well to our centralized complaint management service.
Of course in this case, or if your complaint is rejected, or if you complaint has gone unanswered within the statutory 30-day response period, other legal options are also open to you. You may apply to the following organizations and authorities:
We keep electronic records of complaints, the results of their investigation, responses given to them, as well as any measures taken to provide a solution.
Records must contain the following information:
Records must allow for Barion Payment Inc. to:
Complaints and responses to them are kept for three years. Our Company’s staff member in charge of consumer protection shall ensure that proceedings for handling complaints are implemented in compliance with the law.