COMPLAINTS HANDLING POLICY
Forster Hunting Lodge and Hotel
2347 Bugyi, Rádai utca 01601/14.
Mobile: +3630-916-4002
E-mail: hotel@forsterkastely.hu
Web: www.forsterkastely.hu
- Purpose of the complaints policy
The Forster Hunting Lodge and Hotel has developed the following policy to better meet the needs of its guests and to manage their complaints efficiently.
- The principles of the policy
- The principle of full investigation and response to complaints:
Forster Hunting Lodge and Hotel is committed to ensuring that our guests are always satisfied with the service provided by our hotel. Therefore, complaints should be investigated impartially and fully, in an equal procedure, which may provide us with important information. Following the investigation of a complaint, our hotel undertakes to provide a response detailing the outcome of the full investigation of the complaint and the proposed resolution of the complaint.
- Scope of the Policy
- Personal scope
This policy applies to all employees working in our hotel, who are obliged to familiarise themselves with the provisions of this policy and are personally responsible for compliance with them.
- Scope of application
The scope of the policy covers the handling of complaints relating to the reporting of complaints.
This policy does not cover the handling of reports that do not constitute complaints.
- Detailed provisions
- The complaint
A complaint is any objection to a service or failure to provide a service by Forster Hunting Lodge and Hotel , the resolution of which the complainant clearly and explicitly requests the Forster Hunting Lodge and Hotel to take action.
We ask our customers to report their complaints directly to our hotel or to the contact details below and not to any other body or authority.
It is not considered a complaint if the customer requests general information, an opinion or a position from Forster Hunting Lodge and Hotel .
- The complainant:
A complainant is any person who is a consumer under the Consumer Protection Act CLV of 1997 and who has used the services of Forster Hunting Lodge and Hotel or has visited its website, Facebook page, Google Search or has viewed, read or heard any of its advertisements with the intention of obtaining information.
- How to report a complaint:
- verbal complaint
– in person at our hotel, 2347 Bugyi, Rádai utca 01601/14.
– by telephone at +3630-916-4002
- written complaint
– by post: 2347 Bugyi, Rádai utca 01601/14.
– by e-mail: hotel@forsterhastely.hu
– by written complaint in our hotel’s customer book which you can find at the reception
- Complaint deadlines
The Forster Hunting Lodge and Hotel will reply to written complaints within 30 days, as required by law. Letters sent to the above contact details will also be treated as written complaints. Written complaints submitted to the complainant, both in the guest book and in other formats, will be treated as complaints.
Oral complaints will be resolved by Forster Hunting Lodge and Hotel on the spot, if possible, and if this is not possible, a record of the oral complaint will be made. The record will be finalised, if possible with the agreement of the complainant, and a copy will 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 – at the latest 30 days after the receipt of the complaint.
When the minutes are drawn up, the Forster Hunting Lodge and Hotel shall record at least the following information:
- the name and address of the guest (complainant),
- place, time and manner of lodging the complaint,
- the detailed description of the complaint, a list of the documents, records and other evidence presented by the complainant,
- a statement by the business of its position on the complaint, if an immediate investigation of the complaint is possible,
- the signature of the person who took the minutes and, except in the case of an oral complaint made by telephone or other electronic communication service, the signature of the complainant,
- the place and time of the taking of the minutes,
- in the case of an oral complaint made by telephone or other electronic communication service, the unique identification number of the complaint.
- Handling of the complaint
Forster Hunting Lodge and Hotel keeps a record of all complaints, paying particular attention to the protection of personal data. The personal data collected will be used for identification purposes only and will not be used for any other purpose.
The data of the customer submitting the complaint shall be handled in accordance with the provisions of Act CXII of 2011 on the Right of Informational Self-Determination and Freedom of Information.
Data that may be requested from the customer in the course of the complaint handling:
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Residential address
-
Registered office
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Mailing address
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Phone number
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Notification method
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Service affected by the complaint
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Description and reason for the complaint
-
Complainant’s demand
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Copies of documents necessary for the investigation of the complaint
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Valid authorization in the case of an authorized client
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Any other data or circumstances necessary for the investigation of the complaint
-
The customer’s personal data listed above is necessary for identification and effective case management.
Complaint Registration:
Forster Hunting Lodge and Hotel registers received complaints according to uniform principles. The registry is designed to clearly establish the response date. It is capable of uncovering and identifying the facts constituting the complaint, correcting and summarizing the uncovered facts and events.
Investigation of the Complaint:
The investigation of the complaint is free of charge! It considers all relevant circumstances. The language of the complaint procedure is Hungarian. Employees of the Forster Hunting Lodge and Hotel involved in the measure or decision complained about cannot participate in the decision on the complaint.
In case of quality-related complaints, the “Minutes of Consumer Quality Complaints” form must always be filled out, regardless of whether the complaint is written or verbal. The content of the minutes is regulated by Decree 49/2003 GKM.
Notification of the Decision on the Complaint:
The Forster Hunting Lodge and Hotel forwards its substantive decision in the complaint case to the complainant in writing, with precise, comprehensible, and clear justification. If the substantive decision refers to a legal regulation, the substantial provision of the regulation must also be presented along with the citation of the regulation.
Rejection of the Complaint, or Failure to Meet the 30-Day Statutory Response Deadline:
The customer can turn to the following bodies or authorities in the event of the rejection of the complaint or the failure to meet the 30-day statutory response deadline.
Responsibility for Complaint Handling:
Further Legal Remedies for the Customer:
The customer can turn to the following bodies or authorities in the event of the rejection of the complaint or the failure to meet the 30-day statutory response deadline:
If the complaint handling activity of the Forster Hunting Lodge and Hotel was not satisfactory for the complainant, or the complaint was rejected by the Forster Hunting Lodge and Hotel, the customer can request the free procedure of the relevant Conciliation Board. The procedure can be initiated at the contact details of the Conciliation Board operating next to the county chamber of commerce and industry where the consumer resides, or where the service provider is based. The list of county organizations can be accessed, among others, on the www.bekeltetes.hu website. In similar cases, the consumer has the option to go to court, for example, if the conciliation did not yield a satisfactory result.
List of County Organizations:
Bács-Kiskun megyei Kereskedelmi és Iparkamara mellett szervezett Békéltető Testület
Cím: 6000 Kecskemét, Árpád krt. 4.
Telefon: 06-76-501-500
Fax: 06-76-501-538
Levelezési cím: Bács-Kiskun Megyei Kereskedelmi és Iparkamara
6001 Kecskemét Pf. 228.
E-mail: mariann.matyus@bkmkik.hu
Honlap: www.bacsbekeltetes.hu
Békés megyei Kereskedelmi és Iparkamara mellett szervezett Békéltető Testület
Cím: 5600 Békéscsaba, Penza ltp. 5.
Telefon: 06-66-324-976
Fax: 06-66-324-976
Borsod-Abaúj-Zemplén Megyei Gazdasági Kamarák mellett működő Békéltető Testület
Cím: 3525 Miskolc, Szentpáli u. 1.
Telefon: 06-46-501-091, 501-870
Fax: 06-46-501-099
E-mail: kalna.zsuzsa@bokik.hu
Budapesti Kereskedelmi és Iparkamara mellett működő Budapesti Békéltető Testület
Cím: 1016 Budapest, Krisztina krt. 99.
Telefon: 06-1-488-2131
Fax: 06-1-488-2186
E-mail: bekelteto.testulet@bkik.hu
Csongrád megyei Kereskedelmi és Iparkamara mellett szervezett Békéltető Testület
Cím: 6721 Szeged, Párizsi krt. 8-12.
Telefon: 06-62-554-250/118
Fax: 06-62-426-149
E-mail: bekelteto.testulet@csmkik.hu
Fejér megyei Kereskedelmi és Iparkamara mellett szervezett Békéltető Testület
Cím: 8000 Székesfehérvár, Hosszúsétatér 4-6.
Telefon: 06-22/510-310 vagy 06/22-510-323
Fax: 06-22-510-312
E-mail: fmkik@fmkik.hu vagy csilla.szaller@fmkik.hu
Győr-Moson-Sopron megyei Kereskedelmi és Iparkamara mellett működő Békéltető Testület
Cím: 9021 Győr, Szent István út 10/a.
Telefon: 06-96-520-217
Fax: 06-96-520-218
E-mail: bekelteto@gymskik.hu
Hajdú-Bihar megyei Békéltető Testület
Székhely: 4025 Debrecen, Petőfi tér 10.
Ügyintézés helyszíne: 4025 Debrecen Vörösmarty u. 13-15.
Telefon: 06-52-500-710, 06-52-500-745
Fax: 06-52-500-720
E-mail: bekelteto@hbkik.hu
Heves megyei Kereskedelmi és Iparkamara mellett működő Békéltető Testület
Cím: 3300 Eger, Faiskola út 15.
Telefon: 06-36-429-612/122
Fax: 06-36-323-615
E-mail: eniko.kovacs@hkik.hu
Jász-Nagykun-Szolnok Megyei Kereskedelmi és Iparkamara mellet működő Békéltető Testület
Cím: 5000 Szolnok, Verseghy park. 8. III. emelet 305.-306. szoba.
Telefon: 20/373-2570
E-mail: bekeltetotestulet@jnszmkik.hu
Komárom-Esztergom megyei Kereskedelmi és Iparkamara mellett szervezett Békéltető Testület
Cím: 2800 Tatabánya, Fő tér 36.
Telefon: 06-34-513-027
Fax: 06-34-316-259
Email: kemkik@kemkik.hu
Nógrád Megyei Békéltető Testület
Cím: 3100 Salgótarján, Alkotmány u. 9/A
Telefon: 06-32-520-860
Fax: 06-32-520-862
E-mail: nkik@nkik.hu
Baranya Megyei Békéltető Testület
Cím: 7625 Pécs, Majorossy I. u. 36.
Telefon: +36-72/507-154, fax: +36-72/507-152, 20/283-3422
E-mail: bekelteto@pbkik.hu, web: www.pbkik.hu , www.pecsikamara.hu
Pest Megyei Békéltető Testület
Cím: 1119 Budapest, Etele út 59-61. II. emelet 240.
Levelezési cím: 1364 Budapest, Pf.: 81
Telefon: 06-1-269-0703
Fax: 06-1-269-0703
Somogy Megyei Békéltető Testület
Cím: 7400 Kaposvár, Anna u. 6.
Telefon: 06-82-501-000, 06-82-501-000
Fax: 06-82-501-046
Szabolcs-Szatmár-Bereg megyei Kereskedelmi és Iparkamara mellett szervezett Békéltető Testület
Cím: 4400 Nyíregyháza, Széchenyi u. 2.
Telefon: 06-42-311-544
Fax: 06-42-311-750
E-mail cím.: bekelteto@szabkam.hu
Tolna Megyei Békéltető Testület
Cím: 7100 Szekszárd, Arany J. u. 23-25.
Telefon: 06-74-411-661
Mobil: 0630-6370-047
Fax: 06-74-411-456
E-mail: kamara@tmkik.hu
Vas Megyei Kereskedelmi és Iparkamara mellett működő Békéltető Testület
Elérhetőség: 9700 Szombathely, Honvéd tér 2.
Telefon: 06-94-312-356
Fax: 06-94-316-936
E-mail: pergel.bea@vmkik.hu
Veszprém Megyei Békéltető Testület
Cím: 8200 Veszprém, Radnóti tér 1. Pf.: 220
Telefon: 06-88-429-008, 08-88-814-111
Fax: 06-88-412-150
E-mail: bekelteto@veszpremikamara.hu
Zala Megyei Kereskedelmi és Iparkamara mellett működő Békéltető Testület
Cím: 8900 Zalaegerszeg, Petőfi u. 24.
Telefon: 06-92-550-513
Fax: 06-92-550-525
E-mail: zmbekelteto@zmkik.hu
- Register of complaints:
The Forster Hunting Castle and Hotel stores written complaints in an easily identifiable and retrievable manner until the following deadline:
– for 5 years in case of registration in the book of buyers
– in the case of electronic mail, the time, subject, and response time of the complaint for 5 years
– 5 years in the case of postal mail
- Final provisions
- Entry into force:
The provisions of the regulations shall be applied from this date until revocation.