It is a priority for the Hungarian Office for Translation and Attestation (OFFI Ltd) to serve its Customers in a highly professional manner to their full satisfaction. Notwithstanding this effort, in the course of performing the orders, quality complaints related to the products (warranty claims) or complaints related to other circumstances of performance (jointly referred to as “complaints”) might arise. If this happens, you have the opportunity to file a complaint with OFFI or the consumer protection authorities.
The process of handling complaints
1. How to file a complaint with us?
You may file your complaint related to the services of OFFI Ltd:
- in person, orally at one of OFFI’s customer service centres during opening hours, or
- in writing, by fax, e-mail or mail.
The list of customer service centres and their opening hours, as well as the other contacts of OFFI Ltd are available under “Contact us” on our website.
If you are not the customer yourself but file a complaint on behalf of our customer, a written authorisation must be attached to the complaint. The authorisation may be a public deed (notarised by a notary public) or a private deed of full probative force (signed by two witnesses).
2. Examination of the complaint
Complaints filed orally are examined by OFFI immediately and resolved as needed.
If you do not agree with the resolution of your complaint offered by OFFI, or if it takes longer to examine or resolve the complaint, we will make a record of the complaint, a copy of which will be given to you. After that, we will proceed under the rules (deadline and response) set out below.
Written complaints must be examined and replied to within 30 days under Act CLV of 1997 on consumer protection, which may be extended by 15 days in justified cases. In the case of warranty claims related to the quality of translations, we examine the complaints immediately and independently of the deadline, and make every effort to correct the error within ten business days.
Our company will send you, as the complainant, its reasoned position related to your written complaint, as well as its proposal on the correction of the error in writing within 30 days from receiving the complaint.
If your complaint is dismissed, we will inform you in our letter about legal remedies, and provide you with the contact of authorities and organs where you can initiate proceedings.
In other respects, we follow OFFI Ltd’s internal Regulation on Handling Complaints.
OFFI Ltd retains the records of the complaints and the copies of its replies for five years.
Hungarian Office for Translation and Attestation Ltd