Complaint Management

Our aim is to help you in all possible ways to solve any problems you may have with our service. It is important to us that you are satisfied with our services. Our colleagues are ready to help you, providing fast and customised assistance.
Please find our detailed complaint policy here.
We try to remedy verbal complaints as soon as possible, and, whenever possible, right at the time of reporting. If the case is more complex and requires more time to resolve, or in the case of a written complaint, pursuant to the applicable legislation, the company has 30 calendar days to investigate and respond to the complaint.

How to make a complaint?

You can make a complaint in writing (via email, by post or filling the online form on this page) or orally (in person).

• • You can make a complaint in person in the Budapestinfo Tourist Information Office at:
  • H-1052 City Hall Park, Károly körút and Bárczy István street corner
    Opening hours: Monday-Sunday: 09:00 a.m. – 07:00 p.m.
  • On working days: Monday-Thursday: 08:00 a.m. – 04:50 p.m.
  • Email: sales@budapestbrand.hu
  • By filling the online form below.

What kind of data are required to make a complaint?

For seamless administration, we need the personal data of the person making the complaint: full name, email address, permanent address, etc. In your complaint, please describe in detail the matter(s) you wish to complain about and the action you expect us to take.

How long will it take to respond to complaints?

We try to remedy verbal complaints as soon as possible, and, whenever possible, right at the time of reporting. If the case is more complex and requires more time to resolve, or in the case of a written complaint, pursuant to the applicable legislation, the company has 30 calendar days to investigate and respond to the complaint.

Feedback and enquiries about the complaint submitted

We will send you feedback on the receipt of complaints that are not immediately remedied, confirming, among other things: time of receipt of your complaint and the subject matter of your complaint, and we will provide you with a unique complaint record number. If you can provide any further information or have any questions regarding the pending case, please contact our customer service by quoting the unique identifier.

• • Online complaint form:

     

    If, on the basis of the answers you received, you feel that your complaint has been handled inappropriately, you can submit your complaint in writing to the following conciliation board pursuant to the Consumer Protection Act.
    Contact details of the Budapest Conciliation Board:
    – By post: H-1253 Budapest, Pf.:10.,
    – Via email: bekelteto.testulet@bkik.hu
    – Through our website: https://bekeltet.bkik.hu/urlap/kerelem-online-benyujtasa
    – or through our website https://uj.bekeltetes.hu/publikus/online-ugy-inditas,
    – and by using the Client Gate.

    Seat of the Budapest Conciliation Board:
    H-1016 Budapest, Krisztina krt. 99. I. em. 111.
    Mailing Address: H-1253 Budapest, Pf.: 10.
    Email address: bekelteto.testulet@bkik.hu
    Phone: +36 (1) 488 21 31

    TELEPHONE CUSTOMER SERVICE
    Monday: 08:00 a.m. – 03:30 p.m.
    Tuesday: 08:00 a.m. – 03:30 p.m.
    Wednesday: 08:00 a.m. – 03:30 p.m.
    Thursday: 08:00 a.m. – 03:30 p.m.
    Friday: 08:00 a.m. – 01:00 p.m.

    SUBMITTING DOCUMENTS IN PERSON/INFORMATION
    Wednesday: 09:00 a.m. – 03:00 p.m.
    Friday: 09:00 a.m. – 01:00 p.m.

    For contact details of other Conciliation Boards, please click on the link below:
    https://mkik.hu/a-bekelteto-testuletek-teruleti-honlapjai