Complaints procedure

COMPLAINT HANDLING POLICY AND PRINCIPLES
The aim of our foundation is to ensure that our volunteers, clients and partners are satisfied with our services and
administration in every respect. In order to continuously improve the quality of our services and increase client satisfaction, we
value all feedback regarding our services, administration, staff, and the Foundation as a whole.
Please note that the Kutyával Egy Mosolyért Foundation
Registration number: Pk.60.156/2011
Registered office: 6000 Kecskemét, Petúr bán u 2a
Tax number: 18279166-1-03
Email address: www.kutyavalegymosolyert.hu
E-mail kutyavalegymosolyert@gmail.com
Telephone: +36302786801
Legal representatives: Réka Nagy-Juharos, chairperson, Dr. Ágota Lestárné Juharos,
secretary
(hereinafter: “Foundation”) pursuant to the provisions of Section 17/A of Act CLV of 1997 on consumer protection
and relevant legislation, in particular, but not exclusively, Act CXII of 2011 on the right to self-determination in
information and freedom of information (hereinafter: “Infotv.”) and Regulation (EU) 2016/679 of the European Parliament
and of the Council on the protection of natural persons with regard to the processing of personal data and on the free
movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation) (hereinafter: “GDPR”)
– complies with the provisions on complaint handling as set out in this document and accepts and handles complaints
received.
Our clients, partners and volunteers may submit their objections and complaints in writing to us via the following channels
in relation to any of our Foundation’s services, procedures or the conduct of any of its employees or network members.
Electronic complaint submission
Our clients can submit complaints electronically to the email addressadatkezeles@kutyavalegymosolyert.hu .
Complaints by post
Our customers can send their complaints by post to the following address.
Kutyával Egy Mosolyért Alapítvány
Postal address: 6000, Kecskemét, Petúr bán u 2a
In order to investigate complaints, we require the complainant’s personal identification details, information relating to
the contract(s) concerned, and the exact date and location of the service. Therefore, in order to speed up the process, we
kindly ask our esteemed customers to provide this information in all cases when submitting a complaint, especially in
the case of complaints submitted in writing.
We provide a complaint form for reporting complaints, which helps you to provide the correct information necessary
for handling the complaint. In order to ensure a smoother complaint handling process, we recommend that you fill in
the designated complaint form when submitting your complaint and send it to our Foundation electronically or by post to
one of the contact details listed above.
The Foundation will review the written complaint within a short period of time and remedy it as necessary. If the complainant
does not agree with the handling of the complaint, or if it is not possible to investigate the complaint immediately, the
Foundation’s Board of Trustees will review the complaint, immediately record the complaint and its position on it, and
send a copy of the record together with a substantive response within thirty (30) days at the latest.
During the complaint handling process, our Company may request the following information:

name of the contracting party/complainant;
contract number, customer number;
address, registered office, postal address;
telephone number;
method of notification;
service affected by the complaint; complaints
description and reason for the complaint;
complainant’s claim;
copies of documents in the customer’s possession that are necessary to substantiate the complaint and
are not available to the service provider;
valid power of attorney in the case of a customer acting through an authorised representative;
other information necessary for investigating and responding to the complaint
The data provided when filing a complaint will be processed in accordance with the right to informational selfdetermination
and the provisions of the GDPR and the Infotv. (Information Act), taking into account the Foundation’s
data protection and data processing policy, which is available at www.kutyavalegymosolyert.hu and is valid at all times.
Our company will always inform the complainant separately about the processing of the data provided during the
complaint process, prior to the commencement of data processing.
Further principles of complaint handling:
We would like to inform our clients that they may also submit their complaints to our Foundation through an authorised
representative. Please note, however, that a valid power of attorney must be attached to complaints submitted through an
authorised representative.
We would like to assure our customers that our Foundation does not charge a separate fee for investigating complaints.
We would like to inform our esteemed clients of the following regarding the processing of complaints received by
our Foundation:
We are committed to continuously increasing the satisfaction of our clients and partners, to which the resolution of
complaints contributes greatly. We strive to improve the quality of our services based on the comments we
receive.
We investigate all complaints thoroughly, impartially and as quickly as possible, after which we always provide
the complainant with an appropriate response. In the case of a justified complaint, we take preventive measures
to avoid further complaints.
We endeavour to address our clients’ complaints and objections as soon as possible, preferably during the initial
contact. We immediately investigate verbal complaints, including those made in person and by telephone, and
take the necessary steps to resolve them as quickly as possible.
If the matter is more complex and cannot be investigated immediately, or if our client does not agree with the
handling of the complaint, our Foundation will take minutes of the complaint and its position on it.
We will summarise and read back the written minutes taken during the telephone or verbal complaint, and we
will investigate the complaint recorded in the minutes within the time limit provided by law.
In the case of a verbal complaint made in person, we will provide the customer with a copy of the minutes. In the
case of a verbal complaint made by telephone, we will send our response to the complaint together with a copy of
the complaint minutes to our customer.
Current legislation provides thirty (30) days for the substantive investigation and response to complaints, within
which time we will respond to your complaint. However, we will do our utmost to ensure that our customers
receive a response in significantly less time in simpler cases.
In our response letter, we provide our customers with accurate, comprehensible and clear information regarding
the contents of the complaint.
In order to ensure efficient administration, our foundation sends its responses to complaints to its customers by priority
registered mail.
Recording of complaints
Please note that our Foundation keeps a record of complaints that have been reported and forwarded to us, as well as the
measures taken to resolve them.
The records contain:
A description of the complaint, the event or fact that is the subject of the complaint
The date of submission of the complaint
A description of the measures taken to resolve or settle the complaint, or, in the event of rejection, the reasons for rejection
The deadline for the implementation of the measure and the name of the person responsible for its implementation
Date of response to complaint

We will keep the complaint and our response to it in our records for five (5) years (or until the end of ctohme pcloanintrtasct in the
case of contracts with a term longer than five years).
Legal remedies
We would like to emphasise that the effective and customer-centric handling of customer complaints and the
improvement of our services are fundamental considerations for our Foundation during the complaint investigation process.
When handling complaints, we strive to avoid legal disputes as far as circumstances allow.
We would like to inform our esteemed customers that if their complaint is rejected or the statutory thirty (30) day deadline for
investigating the complaint expires without result, they may contact the following bodies.
statutory response period for investigating the complaint has elapsed without result, they may turn to the following bodies.
In connection with the conclusion, validity, legal effects and termination of the contract, as well as the settlement of
legal disputes related to breach of contract and its legal effects, consumers may turn to the competent conciliation body
at their place of residence or stay.
Contact details of conciliation bodies: Bács-Kiskun County Conciliation Body
Address: 6000 Kecskemét, Árpád krt.

Telephone number: (76) 501-525, (76) 501-532
Fax number: (76) 501-538
Chair: Dr Zsuzsanna Horváth
Email address: bekeltetes@bacsbekeltetes.hu
We would like to draw the attention of our esteemed customers to the fact that our company has not submitted a declaration of submission to any conciliation body.
Furthermore, in addition to the above, legal disputes may also be settled through the courts, in civil or non-contentious
proceedings; Therefore, in the event of a violation of their rights, our esteemed customers may exercise their legal
remedies against our Company before the arbitration court selected in accordance with the Company’s general terms and
conditions of contract in force at any given time, and may also turn to the National Authority for Data Protection and
Freedom of Information in accordance with the provisions of the GDPR, the Infotv. and relevant legislation (mailing
address: 1534 Budapest, Pf.: 834; address: 1125 Budapest, Szilágyi Erzsébet fasor 22/c.). The competent courts shall act
without delay in cases of personal data breaches.
I hereby accept and enact this Notice as of today.
Dated: Kecskemét, 20 February 2024.

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