VirPay Pénzforgalmi Szolgáltató Kft. Complaints Policy

Effective from 1st of January 2017

Virpay Pénzforgalmi Szolgáltató Kft. (Company registration nr.: 08-09-026652; headquarter: 9200 Mosonmagyaróvár, Kiserdő utca 10. ground floor 38., represented by Tamás Vizi managing director independently, supervisory authority number: H-EN-I-174/2016; hereinafter referred to as "the Company" or "Service Provider"), in accordance with the law CCXXXVII of 2013 on Credit Institutions and Financial Enterprises; Act XIII. Fulfilling the provisions of section 126. (Complaint handling) of Section 435/2016. (XII. 16.) Government Decree 437/2016. (XII.16.) Government Decree and 28/2014 (VII.23.) MNB Decree annex No.1 on the Rules on Complaints for Financial Organizations 13/2015 (X.16.) of the MNB Recommendation about the Financial Services Complaints Procedure, accepts the handles the received complaints.

The applicable Complaints Code is published on the Company's website ( and is posted at the headquarters of the Company, located in its reception area.

Virpay Pénzforgalmi Szolgáltató Kft. is obliged to act in the course of complaint handling in such a way upon circumstances as to avoid the development of financial consumer disputes.

I. Announcement of the complaint

The Customer is complaining about the Company's conduct, activity or omission:

a) verbal complaint

- personally, during opening hours. Place of complaint handling is the seat of the Company, 9200 Mosonmagyaróvár, Kiserdő street 10. ground floor 38, opening hours on every working day of the week: 8:00 to 16:30


- by telephone at + 36-96-576-804 and at the following call-up time: Monday from 8am to 8pm, on other working days during opening hours, from 8:00 to 16:30

can do.

b) Written Complaints

- in person or documents handed by a third person at the Company at the registered office;

- by mail at 9200 Mosonmagyaróvár, Kiserdő street 10th floor level 38th address;

- by fax at the following fax number + 36-96-576-805;

- by e-mail (electronic access - providing other availability at any time) - you can send it to the e-mail address

The Company is obliged to ensure personal acceptance date to customers have for verbal complaint electronically and via telephone, in the absence of an open premises. Within 5 business days of the date of filing the date of personal administration, the Company is obliged to provide a personal customer acceptance date for the customer.

In the event of complaint handling on the telephone, the Company shall provide a reasonable waiting period for receiving calls and administration.

The client may act through an authorized person. If the client acts by an authorized person, the authorization shall be entered in a public document or in a private document of complete probative value.

II. Investigation of the complaint

The investigation of the complaint is free of charge, no special fee can be charged. The complaint will be investigated taking into account all relevant circumstances.

1. Verbal complaint

Oral - including personal and telephone - complaints, should be immediately investigated and remedied as necessary. In case of an oral complaint on the telephone, the Company is required - to act as usual in a given situation - in order to be able to talk with its agent within five minutes of the successful completion of the call to the Company.

If you have an oral complaint on the phone, you should draw the customers attention about the voice recording.

Recordings must be kept for 5 years. At the customer's request, the voice recording and the certified record shall be provided free of charge.

If the customer disagrees with the handling of the oral complaint, the Company shall record a report on the complaint and its position.

A copy of the report must be communicated to the client in the case of a verbal complaint in person, and in the case of an oral complaint by phone, must be sent together with the response to the client. In this case, the  reply to the complaint must be sent within 30 days after the communication.

The reports are intended to record:

(A) the name of the customer;

(B) the address, or headquarter, or mailing address of the customer;

(C) the place, time and manner in which the complaint is put forward;

(D) a detailed description of the client's complaint, separately recording the objections to the complaint, in order to fully investigate all objections made by the client's complaint;

(E) the number of the contract covered by the complaint, depending on the case number;

(F) a list of documents and other evidence presented by the client;

(G) where the immediate record of the complaint is not possible, with the exception of the oral complaint on the telephone,  the signature and name of the complaint recorder;

(H) the place and time of the record;

(I) name and address of the service provider concerned.

If the oral complaint can not be immediately investigated, the Company shall record the complaint with the above content and issue a copy thereof to the Client in the case of a verbal complaint in person, in the case of an oral complaint by telephone, together with the reasoned reply to the complaint within 30 days, and in accordance with the provisions of the written complaint.

2. written complaint

The reasoned opinion on the written complaint must be sent to the Customer within 30 days of the notification of the complaint.

III. In handling complaint, the Company may, in particular, request the following informations from the customer

(A) name;
(B) contract number, customer number, payment account number (cash register identifier);
(C) address,  or headquarter, or mailing address of the customer
(D) telephone number;
(E) the manner of notification;
(F) a product or service covered by a complaint;
(G) a description of the complaint;
(H) customer demand;
(I) a copy of the documents required by the customer to support the complaint that are not available at the Company;
(J) valid authorization for a client acting as authorised person;
(K) other data required to investigate the complaint.

The data of the complainant's customer is contained in Act CXII of 2011 on information self-determination and freedom of information. Shall be treated in accordance with the provisions of the Act.

IV. Obligation to provide information on complaints

In the event of a complaint being rejected, the Company informs the consumer (natural person acting for the purposes of his / her self-employment and economic activities) that he or she may turn to:

1. Financial Conciliatory

The Client may initiate the procedure of the Financial Conciliation in the event of a dispute concerning the existence, validity, legal effect and termination of the contract, breach of contract and its legal effects.

The Company gives the mailing address of the Financial Conciliation Body as follows:

Financial Conciliation Body headquarters: 1013 Budapest, Krisztina krt. 39th

Mail address: H-1525 Budapest BKKP Pf .: 172.


Phone: + 36-80-203-776

2. Hungarian National Bank, Financial Consumer Protection Center

If the Customer has complained about the service or procedure of the Company in the manner specified in these rules, the Company has previously notified the Company but has not received its complaint within the 30-day deadline for responding to the complaint, the complaint has not been investigated in response to the law CXXXIX, prescribes a breach of consumer protection provisions, you may contact the Financial Consumer Protection Center of the National Bank of Hungary (MNB).

The Company gives the mailing address of the National Consumer Center of the Hungarian National Bank as follows:

National Bank of the Republic of Hungary Financial Protection Center headquarters: 1013 Budapest, Krisztina krt. 39th

Telephone: (+36 80) 203-776

Customer Service Address: 1013 Budapest, Krisztina krt. 39th

Mail Address: 1534 Budapest BKKP Mailbox: 777.


3. Court

In the event of a dispute concerning the existence, validity, legal effects and termination of the contract, breach of contract and its legal effects, the Client may appeal to the competent court according to the provisions of the Code of Civil Procedure.

The Company draws the Client's attention to the fact that in case of unsuccessful deadline for 30 days of statutory response to the complaint or if the Customer disagrees with the Company's response, the complaint may be made to the forums mentioned in points 1 to 3 above.

In the case of a refusal of a complaint or a 30-day statutory deadline for responding to a complaint, a customer who does not qualify as a consumer may turn to court.

The Company informs the customer that is consumer that the MNB's Financial Consumer Protection Center or the request for the initiation of a dispute settlement procedure to the Financial Arbitration Board (PBT) form is the electronic contact point of the two organizations' website or the links below:

The Company also informs the customer who is a consumer to request a Consumer Request to the MNB Financial Protection Center or to the Financial Arbitration Board (PBT) for requesting a dispute settlement procedure from the Company if the Company has previously rejected the complaint. Upon request, the Company will send these documents free of charge to the applicant.

In the event of a complaint being rejected, the Company also informs the customer being a consumer whether he has made a so-called general submission declaration.

V. Records of the complaint

The Company has prepared this Code (hereinafter referred to as the "Complaints Management Policy") on the procedures for effective, transparent and prompt handling of Clients' complaints, the manner of complaint handling and the rules of keeping records. The Company informs the Client of the place of complaint handling, mailing address, email address, telephone number and fax number in the present complaint management policy.

Complaints, as well as measures for resolving them, register must be kept. The register shall include:

(A) a description of the complaint, an indication of the event or fact that is the subject of the complaint;
(B) the date on which the complaint was lodged;
(C) a description of the measure for resolving the complaint, reason of rejection in case of rejection;
(D) the deadline for fulfilling the measure under point (C) and the name of the person responsible for implementation;
(E) the date on which the complaint was answered (date of posting the reply to the complaint).

The complaint and its response must be retained for five years and the Supervision (unless otherwise provided by the law) is required to be presented at the request of the MNB acting on its responsibility for oversight of the financial intermediary system.

1 - Submission is a written statement of the Company in which it undertakes a decision in such proceedings without the procedure and agreement of the Financial Conciliation Body. In the Submission Statement, the Company may limit the extent and scope of its commitment to the value of the subject matter of the dispute or otherwise. The Financial Conciliation Body keeps records of the submissions made.