1. Introduction

Barion Payment Zrt., in compliance with the provisions of Section 288 of Act CCXXXVII of 2013 on Credit Institutions and Financial Enterprises and MNB Decree No. 66/2021 (XII.20.), receives and handles complaints received in accordance with the following Complaints Handling Policy.

Any complaint concerning the conduct, activity or omission of Barion Payment Zrt. that is related to

• the conclusion of the contract, and/or
• the performance by Barion Payment Zrt. during the term of the contract, and
• the termination of the contract, and/or subsequently to the contract (hereinafter referred to as the "complaint").

2. Options for lodging a complaint:

If you have a complaint, you can submit it to us verbally or in writing.

You can complain verbally in two ways:

• in person, at our office at Barion Payment Zrt., 1117 Budapest, Irinyi József u. 4-20., Monday to Friday between 10.00-11.30 and 13.00-16.00.
• by phone by dialling +36 1 464 70 99, on working days between 8.00 a.m. and 8.00 p.m. In the event of a complaint by telephone, we will ensure that you are answered and dealt with within a reasonable waiting time.

If you do not submit your verbal complaint to the person designated to handle your complaint, the staff member will inform you of the contact details of the person who will handle your complaint.

If you want to make a complaint in writing, you can do so in the following ways:

• Through the form published by the National Bank of Hungary on the website of Barion Payment Zrt.
• in person or by handing over a document to our office at Barion Payment Zrt., 1117 Budapest, Irinyi József u. 4-20.
• by post to Barion Payment Zrt., 1117 Budapest, Irinyi József u. 4-20.
• electronically on our website in your Barion wallet: www.barion.com

If a written complaint is not sent to the address of the complaints handling unit specified in the Complaints Handling Policy, or if a written complaint is not handed to the complaints handling officer in our office, the staff member who receives the complaint will forward it to the complaints handling officer immediately upon receipt.

You may also act by proxy in the complaint handling process, in which case the proxy must meet the requirements of Act CXXX of 2016 on the Code of Civil Procedure.

3. Investigation of a complaint:

The investigation of the complaint is free of charge. All complaints will be carefully investigated in accordance with the law and the necessary action will be taken taking into account all relevant circumstances.

3.1. Verbal complaint (in person or by telephone):

The verbal complaint will be investigated immediately and, if possible, remedied immediately.

If you make a verbal complaint by telephone, we will inform you that your complaint will be audio-recorded and provide you with the details to identify the complaint.

If your complaint cannot be settled and remedied immediately, or if you disagree with the handling of the oral complaint, our administrator will take a record of the complaint and provide you with a copy of the record on the spot, after the telephone call, together with the substantive reply. In this case, we will send you a reasoned reply to the complaint within 30 days of the date of communication.

The record of the complaint contains the following data:

1. a) the name of the Barion wallet that performs the contract number/customer number function,
2. b) your name, address, registered office and, if applicable, postal address,
3. c) the place, time and method of lodging the complaint,
4. d) a detailed description of the complaint, with a separate record of the objections to which the complaint relates, in order to ensure that all the objections contained in the complaint are fully investigated,
5. e) a list of the documents, papers and other evidence you have produced,
6. f) a statement of our position on your complaint, if you are dissatisfied with our response to your complaint,
7. g) the signature of the person who took the record of the complaint and, except in the case of a verbal complaint by telephone, your signature,
8. h) the place and time of recording of the complaint,
9. i) in the case of a verbal complaint made by telephone, the unique identification number of the complaint (which will be provided at the time the complaint is made).

In addition, your telephone complaint will be recorded and kept for 5 years. Within this period, we will provide you with a replay of the audio recording upon your request and a certified transcript or a copy of the audio recording free of charge.

If you request it, we will provide you with the opportunity to book an appointment for a personal service by telephone, which will be provided within five working days of the date of the request.

The record of the complaint and a copy of the response will be kept for three years and will be presented to the supervisory authorities upon request.

3.2. Written complaint:

Within 30 days of receipt of the complaint, we will notify you of the outcome of the investigation and our reasoned position on the complaint, which will be sent electronically via the same channel as the complaint was submitted, in the case of complaints submitted electronically, and by post in all other cases.

3.3. The complaints handling process:

If we need more information to investigate your complaint, we will contact you immediately.

We will try to be clear in our responses, detailing the outcome of the full investigation of the complaint, the action taken to resolve or settle the complaint, the reasons for rejecting the complaint, and, where appropriate, the exact wording of the contractual terms, rules or bylaws that apply to the subject of the complaint.

If you are a consumer, if your complaint is rejected

• we will inform you if, in our opinion, the complaint was related to
• settling disputes relating to the formation, validity, effects and termination of the contract or membership, and to the breach of contract and its effects; and/or
• the investigation of the violation of the consumer protection provisions set out in Act CXXXIX of 2013 on the National Bank of Hungary;
• upon request, the forms published on the MNB's (National Bank of Hungary) website for the submission of a request to initiate the procedure of the Financial Arbitration Board or the MNB's consumer protection control procedure (hereinafter the "forms") will be sent to you without delay and free of charge;
• in our reply, we will provide the headquarters, telephone and internet contact details, postal address of the Financial Arbitration Board, the postal address and telephone number of the MNB's customer service for financial consumer protection enquiries, and the electronic contact details of the forms, and inform you that you can request these forms to be sent to you free of charge.

4. In particular, we may ask you to provide the following information when handling complaints:

1. a) name;
2. b) the name of the Barion wallet that performs the contract number/customer number function;
3. c) address, registered office, postal address;
4. d) phone number;
5. e) method of notification;
6. f) the product or service complained about;
7. g) description of the complaint, cause;
8. h) the claim of the complainant;
9. i) a copy of the documents needed to substantiate the complaint;
10. j) if acting by proxy, a valid power of attorney;
11. k) other data necessary to investigate and respond to the complaint.

Your data will be processed in accordance with the provisions of Act CXII of 2011 on the Right to Informational Self-Determination and Freedom of Information.

5. Duty to provide information for complaints handling:

Legal remedy and other complaint handling forums:

Our priority is to resolve your complaint in a satisfactory manner, so if you are not satisfied with our complaints handling, investigation or response, please report your complaint to our central complaints handling service.

Of course, in this case, or if your complaint is rejected or the 30-day statutory deadline for responding to the complaint has expired without result, you have further legal remedies and can turn to the following bodies or authorities:

• National Bank of Hungary - 1122 Budapest, Krisztina krt. 6. Postal address: 1525 Budapest BKKP P.O. Box: 172, telephone: 06-80-203-776, e-mail: ugyfelszolgalat@mnb.hu
• In the event of a dispute relating to the formation, validity, effects and termination of a contract, and to breach of contract and its effects
• Financial Arbitration Board - 1122 Budapest, Krisztina krt. 6. Mailing address: 1525 Budapest BKKP P.O. Box: 172, phone: 06-80-203-776, e-mail: ugyfelszolgalat@mnb.hu

Please note that the decision of the Financial Arbitration Board is only a recommendation to our Company, if we declare at the start of the procedure that we do not accept the decision of the Financial Arbitration Board as binding. It can become a binding decision if we accept the decision of the Financial Arbitration Board as binding on us (submission) in our declaration at the beginning of the procedure or when the decision is published

• The acting council of the Financial Arbitration Board may issue a binding decision in the absence of an agreement even if no declaration of submission has been made, but the application is well-founded and the consumer's claim does not exceed one million HUF, neither in the application nor at the time of the binding decision.
• A customer who is not a consumer may bring a dispute concerning the formation, validity, effects and termination of the contract, as well as the breach of contract and its effects, before a court.

6. Registration of the complaint:

We keep electronic records of complaints, the outcome of their investigation, including the response to them, and the measures taken to settle and resolve them.

The register contains the following information:

• a description of the complaint and the event or fact that is the subject of the complaint,
• the date of submitting the complaint,
• a description of the action taken to settle or resolve the complaint, and the reasons for refusal,
• the deadline for completion of the measure and the name of the person responsible for its implementation,
• the date of the reply to the complaint.

Our records are suitable to enable Barion Payment Zrt:

• group complaints by subject;
• discover and identify the facts and events that gave rise to the complaint;
• examine whether facts and events may have an impact on other processes or products or services;
• initiate proceedings to correct the facts and events discovered;
• summarise recurring or systemic problems, legal risks.

The complaint and the response will be kept for three years. The Consumer Protection Officer is responsible for ensuring that the complaint handling procedures are carried out in accordance with the law.