KELER Group strives to cooperate with the client, and to act flexibly and helpfully during the whole process of complaint handling, i.e. during making the complaint, investigating it and even following the response.
Reporting the complaint
KELER Group offers the following options to the Client or its proxy to communicate its complaints related to the operation, conduct, activity or failure of KELER and KELER CCP:
- verbally:
- Personally at the Client Service of KELER (KELER Ltd., H-1074 Budapest, Rákóczi út 70-72.), in the opening hours of the Client Service (from Monday to Friday between 9.00 am and 3.00 pm);
- By telephone at phone number +36 1 483 6222 on working days between 9.00 am and 3.00 pm, on Tuesdays between 8.00 am and 8.00 pm.
- in writing:
- In a free format document or on the form downloaded from the website of MNB, both signed, delivered personally or by a third party (power of attorney), to the address of the KELER Group (H-1074 Budapest, Rákóczi út 70-72.) or by entering the Complaint in the Book of Complaints that can be found at the Client Service;
- By mail, to KELER to the mailing address of KELER (H-1074 Budapest, Rákóczi út 70-72.), to KELER CCP to the mailing address of KELER CCP (H-1074 Budapest, Rákóczi út 70-72.);
- By fax to fax number +36 1 483 6194 to KELER, to fax number +36 1 342 3539 to KELER CCP, at any time;
- In email, sent to keler@keler.hu to KELER, or to kelerccp@kelerkszf.hu to KELER CCP, at any time.
The sample power of attorney is attached to KELER Group’s Complaint Handling Regulation as an Annex and can be found at the Client Service.
The reporting and handling of complaints shall be governed by KELER Group’s Complaint Handling Regulation, available at KELER Group’s Client Service and at the following address: https://english.keler.hu/Key documents/Regulatory documents/Extract of the Complaint Handling Regulation of KELER Group.
Investigating complaints
Complaints submitted verbally are investigated and if possible, remedied by our employees immediately.
If the complaint cannot be investigated immediately, minutes are taken on the complaint and the copy is handed over in case of verbal complaint, while in case of complaints communicated by phone, the copy of the minutes is sent together with the response letter containing the explained position to the Complainant.
The deadline for resolving a complaint or informing the Complainant on the merits is 15 working days after the receipt of the complaint, but KELER Group makes all reasonable efforts to investigate a complaint as fast as possible and to provide information on the current status of the procedure upon request. Exception to the deadline for response within 15 working days: in the case of complaints other than those received in connection with KELER services, relating to connection to the securities settlement system, participation in the system, terminating system membership or the conditions for termination thereof, where responding to the complaint is not possible within 15 working days, KELER shall reply to the complaint no later than within 30 days.
If the complaint is rejected or the deadline of 15 working days to investigate and give response to the Complaint stated in the regulation is over without any result, KELER Group shall inform the person acting on behalf of the Complainant that it can bring the case to court, in line with the code of civil procedure, in the case of legal dispute related to the creation, validity, legal effects and termination of the contract, breach of contract and related legal effects.