Complaint Handling

Tell us what happened.

Submit your complaint and we will investigate it as soon as we can.

I am filing a complaint

We will help you if you have a problem

You may encounter problems with our services or during the course of your business with us. Your satisfaction is important to us, so please feel free to report your complaint so that we can investigate it as soon as possible.

What should be included in the complaint?

The more details you provide in your complaint, the faster and more accurately we can investigate it.

Personal details

  • name (name of the complainant or authorised representative)
  • contact address
  • mobile number, e-mail address
  • customer number, bank account number, loan reference number (if available)

Details of the complaint

  • A detailed description of the event, transaction or deal in question,
  • The name of the product or service concerned,
  • The date and location of the event (e.g. the bank branch concerned, the time of the online transaction) and
  • The amounts involved (if relevant).

I am filing a complaint

Attached documents

  • Transaction receipts, account statements,
  • documents supporting the claim,
  • documents generated during the transaction, correspondence,
  • in case of suspected abuse or fraud, a copy of the police report, and
  • in case of legal representation, a power of attorney certifying legal representation.

Power of attorney template

Complaint form

You can easily submit your complaint online by filling out our form.

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Via Netbank

You can submit your complaint easily and securely via MBH Netbank (previously BB) and MBH Netbank (previously MKB).

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By email

We also welcome your complaints by email at ugyfelszolgalat@mbhbank.hu.

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Via Telebank

We are available on weekends and public holidays on the toll-free number 06 80 350 350 in Hungary and +36 1 373 33 99 from abroad.

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By fax

You can also send your complaint to our fax number: 06 66 620 386.

At a bank branch

You can submit your complaint in person at any time during opening hours.

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By post

You can also submit your complaint by post to the central address of MBH Bank Nyrt. 5600 Békéscsaba, Andrássy út 37-43.

Please read our Complaint Handling Policy before filling in the form.

By clicking on the ‘Submit complaint’ button, you acknowledge the contents of the Privacy Notice and consent to the processing of the personal data provided as described above.

Investigation process

1

Recording

Based on your report, we will record your complaint and prepare it for the investigation.

2

Investigation

We will analyse the available information and request additional information if necessary. If all the data are in order, we will investigate your complaint and take action if justified.

3

Feedback

In the case of general complaints, we will respond in writing within 30 calendar days, in the case of payment issues within 15 working days, and in the case of card complaints (if the involvement of a third party is necessary) within 120 calendar days, providing justification.

Legal remedies

You can find detailed information on legal remedies in the Complaint Handling Policy. If you disagree with the outcome of the complaint handling process, please contact the Magyar Nemzeti Bank (MNB) Financial Consumer Protection Customer Service or the Financial Arbitration Board.

Complaint Handling Policy

You can read in detail about the complaint handling process, the response deadline and the possible remedies.

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Magyar Nemzeti Bank

Registered office: 1013 Budapest, Krisztina krt. 55.

Postal address: 1534 Budapest, BKKP P.O. box: 777.

Telephone number: +36 (80) 203 776

E-mail address: ugyfelszolgalat@mnb.hu

Contact

Financial Arbitration Board

Registered office: 1013 Budapest, Krisztina krt. 55.⁣.

Postal address: 1525 Budapest, P.O. Box: 172.

Telephone number: +36 (80) 203 776

E-mail address: ugyfelszolgalat@mnb.hu

Contact

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