of Rum Kocsma Kft.
Rum Kocsma Kft. (registered office: 1051 Budapest, Széchenyi István rakpart 7–8.; hereinafter: “Company”), as the operator of DŰNE and as Data Controller, establishes the following Complaint Handling Policy in order to ensure the consistent, transparent, and efficient handling of complaints submitted by data subjects.
This Policy has been prepared in accordance with Act CLV of 1997 on Consumer Protection and Regulation (EU) 2016/679 of the European Parliament and of the Council (GDPR).
Personal data provided in connection with complaints shall be processed in accordance with Act CXII of 2011 on the Right of Informational Self-Determination and Freedom of Information.
I. Procedure for handling complaints
I.1. Methods of submitting a complaint
Oral complaint
Oral complaints must be examined without delay and, where necessary, remedied immediately.
If the data subject does not agree with the handling of the complaint, or if immediate investigation is not possible, the Company shall record the complaint and its position in minutes.
A copy of the minutes must be provided to the complainant in the case of a complaint submitted in person.
The minutes must include in particular:
- the name and address of the complainant,
- the place, time, and method of submission,
- a detailed description of the complaint,
- a list of documents and evidence presented,
- the Company’s position (if it can be determined immediately),
- the signatures of the person recording the complaint and the complainant,
- the place and date of recording.
The Company does not operate a dedicated customer service desk and does not record calls; therefore, oral complaints may only be submitted in person. Otherwise, the complainant must be informed about the possibility of submitting a written complaint.
Place of submission of oral complaints:
Rum Kocsma Kft.
1051 Budapest, Széchenyi István tér 7–8.
Monday to Friday: 08:00–12:00
Written complaint
The Company shall respond to written complaints in writing within 30 days of receipt, providing a substantive reply.
If the complaint is rejected, the Company must provide justification.
The Company shall retain the minutes of the complaint and a copy of the response for 5 years and present them to supervisory authorities upon request.
In case of rejection, the complainant must be informed in writing about the competent authority or conciliation body they may turn to, depending on the nature of the complaint.
Written complaints may be submitted, in particular:
- by post,
- by e-mail,
- by fax,
- or by any other durable medium.
Representation
The complainant may act through an authorized representative. Representation is only valid if supported by a public document or a private document with full evidentiary force.
I.2. Registration of complaints
The Company shall maintain a record of received complaints and the measures taken to resolve them.
The record shall include:
- the description and subject of the complaint,
- the date of submission,
- the measures taken or, in case of rejection, the reason for rejection,
- the deadline for implementation and the responsible person,
- the date of response.
Complaints and responses must be retained for 5 years.
I.3. Legal remedies
In the event of rejection, partial acceptance, or failure to respond within the deadline, the complainant may contact the following bodies:
1. Data Protection Authority
In case of data protection issues:
National Authority for Data Protection and Freedom of Information (NAIH)
Registered office: 1125 Budapest, Szilágyi Erzsébet fasor 22/c.
Mailing address: 1530 Budapest, Pf. 5.
E-mail: ugyfelszolgalat@naih.hu
Phone: +36 (1) 391-1400
Website: http://naih.hu
2. Conciliation Board
In case of contractual disputes:
Budapest Conciliation Board
Registered office: 1016 Budapest, Krisztina körút 99.
E-mail: bekelteto.testulet@bkik.hu
Phone: +36 (1) 488-2131
Website: http://bekeltet.hu
3. Consumer Protection Authority
In consumer protection matters, district (municipal) offices act as the competent authority of first instance.
4. Court
The complainant is entitled to initiate legal proceedings before the competent court:
www.birosag.hu
Final provisions
This Complaint Handling Policy enters into force on April 17, 2026.
Date: Budapest, April 17, 2026.