The handling of complaints

While our Company is dedicated to provide appropriate quality services to our clients to their full satisfaction, in case of any complaint related to our services or products, the respective observations can be made by telephone, e-mail, or letter.

The Service Provider will immediately investigate oral complaints and remedies them accordingly. If the client does not accept the way the given complaint was handled, or the given complaint cannot be investigated immediately, the Service Provider will immediately register the complaint and its respective position.  The client will be provided a copy of the given record.

Service Provider will respond to written complaints within 30 days. If the complaint is rejected, Service Provider will provide an explanation. Furthermore, the recorded complaint and a copy of its answer to the client will be retained for 5 years and upon request will be presented to the supervisory authorities.

If the Service Provider rejects the complaint, the client can turn to the respective authorities or apply for conciliation.

Service Provider is open to conciliation in case of client dispute.

In case of consumer or client disputes the Ministry of National Development as a successor to the National Consumer Authority as of 31 December, 2016 has primary jurisdiction, while the Government Office of Pest County has secondary jurisdiction.  Furthermore, first degree consumer protection tasks are fulfilled by the 197 County District Offices as well. Consequently, consumer complaints will primarily be handled by the County District Offices with territorial jurisdiction as of 1 January, 2017.

In case of complaints the following institutions can be contacted:

Technological Authorisation and Consumer
Protection Department of the Government Office of Heves County
Address: 3300 Eger, Kossuth Lajos st. 9.
Mailing address : 3301 Eger, Pb.: 81.
Telephone: +36 36 515 598, +36 36 515 469
Telefax: +36 36 323 587
Deputy department-head: Csilla Lánchidi
Hours : M-Th: 8 AM-4 PM F:8.00 AM– 1.30 PM

Conciliatory Panel of Heves County

Address: 3300 Eger, Faiskola ave. 15.
Mailing address: 3301 Eger, Post Box 440.
Telephone: (36) 416-660 /105/ extension
Telefax: (36) 323-615
Office manager: Tünde Pintér-Dobó
Open : M-Th: 1 PM-3 PM

The Conciliatory Panel aims at the settlement of consumer disputes out of the court system via negotiating an agreement between the concerned Parties. If the respective effort fails, the Conciliatory Panel motivated by the protection of consumer rights issues its decision in a simple, fast, efficient, and cost-effective manner. Upon request of the consumer or the Service Provider the Conciliatory Panel provides consultation opportunities regarding consumer rights and obligations.

In case of consumer disputes exceeding the given County only the Conciliatory Panel of the Budapest Chamber of Commerce and Industry has jurisdiction.

Service Provider has a duty of cooperation in the conciliatory proceedings. Accordingly, it has to provide an official response to the Conciliatory Panel and send a representative authorized to enter a dispute settlement agreement at the conciliatory hearing. If the headquarters or premises of the enterprise are not registered at the county where the respective Chamber of Commerce and Industry and its Conciliatory Panel have jurisdiction, the enterprise or company’s duty of obligation entails an attempt to settle the given dispute in such written form, which meets the expectations of the client.

OXFORD International Language School Ltd.