Complaint Management Regulations of Takarékbank Zrt.

Átírás

1 MAGYAR TAKARÉKSZÖVETKEZETI BANK ZRT. Complaint Management Regulations of Takarékbank Zrt. With its signature, Takarékbank Zrt undertook to adhere to the contents of the Code of Conduct governing the fair behaviour of financial institutions providing retail loans towards the clients. (Access path to the Code of Conduct: oldalak ) Budapest, 18 JANUARY

2 COMPLAINT MANAGEMENT REGULATIONS Dear Customer, Our staff members make every effort to serve you in the most possible efficient way, yet occasionally there are cases when some dissent occurs between you and Takarékbank. Our aim is to settle these cases quickly, in a manner that is satisfactory to both parties. Towards this end, please, read this information material carefully, as it describes all the information that is connected with the management of reports, observations and complaints, as well as the associated order of procedures. Definitions of basic principles connected with customer reports Definitions connected to client announcements - Consumer: natural persons making use of the s of Takarékbank for objectives that are beyond their independent occupation and business activity -, including such natural persons who are addressees of information, advertisement or offer about and of the or product of Takarékbank. Natural persons applying for or expressing an interest in a also qualify as consumer. - Client: in addition to natural persons who qualify as consumers, clients include private entrepreneurs, legal persons and business entities and other organizations without legal personality and their representative who /that use the product/ of Takarékbank and who are addressees of information, advertisement or offer about and of the or product of Takarékbank as well as those applying for or expressing an interest in a. - Complaint: all and any verbal or written reports made by one or more clients referring to personal right or the violation of interests that objects the individual or general activities, conduct of any of Takarékbank s organizational units or staff members or the intermediaries used by Takarékbank, the activities, failures or conduct prior to Takarékbank s contract conclusion or connected to contract conclusion, the fulfilment of the contract by Takarékbank, the termination of the contractual legal relations, as well as the settlement of the following legal disputes. It is not qualified complaint if the client requires general information, opinion or a statement from Takarékbank. - Petition: in case of a suspected breach of law, the petition of the client submitted to the Supervision criticizing the procedure of the financial s provider. - Report: all and any verbal and written observations that indicate any illegal or unethical deficiency or defect in connection with the Bank s operations. - Proposal: all and any verbal and written initiatives that are aimed at the improvement of the Bank s operations. - Customer report shall be interpreted as the collective designation of verbal and written complaints, reports and proposals. - Customer : organizational units designated to receive customer reports. General customer s are provided at the reception desk of the first-floor customer space in Margit House, yet upon the express requests of the customers apart from the staff members dedicated to customer s any staff member of Takarékbank is obliged to receive customer reports, and then forward the same to the competent customer s. 2

3 Method for the submission of customer reports The Bank shall accept reports made verbally (in person or on the phone) or in writing (in person or via a document handed over by the representative/authorised person), by mail, fax, and via internet) reports. If you wish to make a report in person or via the telephone, please, seek the assistance of our receptionists, who will then inform the competent administrator, or if the administrator is in the Bank he/she will be called to you. At the customer you have the possibility to book the date of personal in advance both electronically and per telephone. Takarékbank immediately investigates oral complaints, and remedies them as required. In case the complaint cannot be investigated at once, or you disagree with the way the complaint is being handled, the Bank draws up a record of the complaint by filling in the attached form. The form may be filled in either by you or by the bank employee receiving the customer's concern. Once the form is filled in, you receive a copy signed and dated by the Bank; its receipt must be confirmed. Please attach the copy of the documents related to the customer s concern. In case of complaint management over the telephone, we record the phone conversation between the Bank and you, and we retain the audio recording for a year. If requested by you, we enable you to listen to the recording, and provide the certified record of the audio recording free of charge. You can contact customer at the reception Mondays, Tuesdays, Wednesdays and Fridays between 8am and 4pm and on Thursdays between 8am and 8pm; it is available 24/7 electronically. The completed form is handed over to the concerned unit of the Bank, which then sends you its response or recommendation for a solution, together with the explanation given in response to the customer s concern as soon as possible, but no later than 30 days from the submittal of the concern. Our officers provide at your request information concerning in which stage the investigation of your complaint is. The investigation of the complaint is free of charge, the Bank shall not charge an extra fee for this. If in the consideration of the Consumer the Bank violated consumer protection rules as specified in the Act CLVIII of 2010 on the Hungarian Financial Supervisory Authority, the Consumer may initiate a consumer protection procedure based on the contents of the complaint with the Hungarian Financial Supervisory Authority, or may turn to a court or the Financial Arbitration Board, the commissioner for financial rights or to a court. The following shall qualify client protection provisions: a) provisions stating an obligation related to the conduct towards the consumer using the rendered by an organisation or person specified in Par. 4 of the Act CLVIII of 2010 on the Hungarian Financial Supervisory Authority, defined in the laws listed in Par. 4 or in the implementing provisions (information supply, business regulations, etc.), as well as 3

4 b) according to the provisions in the acts listed below ba) Act on the prohibition of unfair commercial s towards clients (misleading information supply, aggressive practice), bb) Act XLVIII of 2008 on the basic conditions and certain restrictions related to economic advertisement activities (direct marketing), as well as bc) Act CVIII of 2001 on certain issues related to electronic commercial s as well as the information society (information transmission and access, electronic advertisements). Contact details to the Hungarian Financial Supervisory Authority: Correspondence address: H-1534 Budapest BKKP P.O. Box: 777 Telephone number: ugyfelszolgalat@pszaf.hu Website: In case the complaint is rejected, you may turn to the Financial Arbitration Board or a court with its complain related to the contractual legal relations (legal disputes connected to the conclusion, validity, legal effects and termination of the contract, the violation of the contract and the legal effects thereof). The Financial Arbitration Board may initiate proceedings if for example the Bank: a) terminated the contract prematurely, b) did not inform you on the fact that it will terminate the contract, c) charged you some extra costs that are not allowed based on the contract, the general contractual conditions, the announcement or the list of conditions, d) caused you a damage with its breach of contract. Contact details to the Financial Arbitration Board: Correspondence address: H-1525 Budapest BKKP P.O. Box: 172 Telephone number: pbt@pszaf.hu Website: You may turn to a court in case of the violation of the law. Consumers may turn to the commissioner for financial rights if they have already attempted to settle their disputes directly with the relevant financial organization, with any of the following results: - no response was received to the complaint; - the investigation into the complaint was not carried out in accordance with the applicable legal stipulations; - the Consumer claims that the response of the financial institution has given rise to another violation of consumer rights. Website: Our plaintiffs not qualified consumers may turn to a court with competence and jurisdiction for legal remedy. The Bank shall retain the closed complaint and the related response for a period of three years. 4

5 Should you encounter a problem with respect to financial, investment and supplementary financial or investment s, please, address your questions to the intermediary employed by Takarékbank or to Takarékbank itself. Takarékbank is responsible for the activities of the intermediary in the same way as if it acted during the transaction in question itself. The intermediary shall be responsible for immediately forwarding any complaint received by him to Takarékbank and, in turn, Takarékbank shall be responsible for immediately informing the intermediary in view to the complaints received in connection with the given intermediary. Irrespective of whether you submit your complaint to Takarékbank or one of its intermediaries, compliance with the statutory deadline with respect to answering such complaint remains unaffected. Should you wish to file your complaint via an authorized party, please use - if possible - the form listed in Appendix 3. If you are not using the form provided by Takarékbank, please ensure that the mandatory formal requirements of the authorization are met, as listed in Act III of 1952 on the Code of Civil Procedure. We would hereby like to advise you that you can find additional information associated with consumer protection on the website of the Hungarian Financial Supervisory Authority, using the following link: The website of the Supervisory Authority features numerous information materials related to financial and investment s, as well as product descriptions and applications that support the comparison of products (e.g. loan calculator). Takarékbank Zrt manages all information relevant to customers who file complaints in compliance with the stipulations of Act CXIII of 2011 on Informational Self-Determination and Freedom of Information. Channels for the submission of customer reports (general contact details) Telephone: Fax: info@tbank.hu Mailing address: H 1122 Budapest, Pethényi köz Budapest, Pf Internet: Customer link Takarékbank Zrt. 5

6 Appendix 1 CUSTOMER COMPLAINT (MINUTES) DETAILS OF THE FINANCIAL ORGANIZATION: Name: Address: DETAILS OF THE PLAINTIFF: Name*: Residential address/official seat/correspondence address*: Representative**: The fields marked with * must be filled in obligatorily. ** It needs to be filled in if the plaintiff submits the complaint through his/her representative. Method for the submission of the complaint on the phone in person in writing Type of the complained about (e.g. loan, bank card distribution, account keeping): Request of the customer (e.g. information, amendment of, termination of contract, indemnification): 6

7 Other data necessary to identify the customer* (e.g. bank account number, contract number): DESCRIPTION OF THE COMPLAINT*: Please attach the documents that support your complaint (if possible, in copies) to the form completed and keep the copy or other documents that certify that you have submitted or sent the form! We additionally request you to record all your complaints and the relevant reasons separately (so that each individual complaint can be identified), listing them in a concise manner. 7

8 List of the submitted documents: Date: Signature of the person recording the minutes Signature of the Customer 8

9 Appendix 2 Dear Customer, In case of complaints, please dial our central number at , where our employees are at your at the following extensions. Thank you! Division Persons designated to attend to customer s Name of the responsible administrator Extension Deputy of the responsible administrator Savings Cooperatives Business Erika Bán 1176 Mária Kovács 1540 Unit Financial Markets András Reök 1181 Krisztina Racskó 1177 Money and Capital Market Back Zita Sütő 1317 Szilvia Makrai 1316 Office Corporate and Institutional Zsuzsanna Cselovszki-Szij 1255 Erika Werli-Végvári 1501 Customers Credit Risk Management Nikolett Papp 1120 Tünde Kosztolányi 1561 Operations Account Keeping and Payment Tamás Volarik 1696 Bea Stélich 1690 Transfer Department / International Transfers Account Keeping and Payment Transfer Department / Corporate and Employee Account Keeping Zoltán Kökény 1142 Edina Szabó-Pohl 1570 Savings Cooperative Account József Nagy 1637 Klára Sándor 1634 Keeping Department Bankcard Department Beáta Kardos 1629 Szilvia Ferenczi 1627 Cash Management Department Anna Konkoly 1656 Norbert Vernyik 1241 IT, Facility and Bank Security IT Department Mrs. Schlezák Sándorné 1156 Gábor Nyúl 1172 Staff Secretariat Department Tünde Henriett Harmati- Horváth 1657 Szilvia Koblov 1228 Extension 9

10 AUTHORISATION I, the Undersigned... (residential address/official seat:...., type and number of ID card/ registry number:....) shall authorise., (residential address:...., type and number of ID card:.) to act on behalf of me at Magyar Takarékszövetkezeti Bank Zrt. (official seat: H-1122 Budapest, Pethényi köz 10.; company registry number: ) in the case of... with full authorisation. This authorisation laid down in writing shall be valid unless withdrawn Authorising person Authorised person Dated:. Witness 1 Witness 2 Signature:... Signature:... Name:... Name:... Residential address:..... Residential address:... 10

11 Annex No 4 List of the intermediaries (agents) employed by Takarékbank Zrt. to mediate its investment and financial s to its customers (effective from ) Name of the intermediary Contact details of the intermediary FX account keeping 1 Bank card 2 Credits and money lending 3 Pendant agent (Credit) 4 Agent involved in investment activities 5 Abaúj Takarék Takarékszövetkezet 3849 Forró Fő út / * AGRIA Takarékszövetkezet 3346 Bélapátfalva Május 1. út 2/a 36/ * ALBA Takarékszövetkezet 8000 Székesfehérvár Táncsics M. út 2. 22/ * * * Alsónémedi és Vidéke Takarékszövetkezet 2351 Alsónémedi Fő út 66/a 29/ * Apátfalvi Takarékszövetkezet 6931 Apátfalva Hunyadi u / * Bak és Vidéke Takarékszövetkezet 8945 Bak Széchenyi tér 2. 92/ * * Bakonyvidéke Takarékszövetkezet 2870 Kisbér Kossuth u / * Balaton-felvidéki Takarékszövetkezet 8258 Badacsonytomaj Kert u / * * * Balmazújváros és Vidéke Takarékszövetkezet 4060 Balmazújváros Veres P. u / * * Bácska Takarékszövetkezet 6430 Bácsalmás gr. Teleki J / * * Bátaszék és Vidéke Takarékszövetkezet 7140 Bátaszék Budai u / * * * Boldva és Vidéke Takarékszövetkezet 3794 Boldva Mátyás Király u / * * Borotai Takarékszövetkezet 6445 Borota Dózsa Gy. u / * * Borsod Takarék Takarékszövetkezet 3441 Mezőkeresztes Dózsa Gy. u / * * * Bóly és Vidéke Takarékszövetkezet 7754 Bóly Rákóczi u. 7/a 69/ * * * BUDA Takarék Szövetkezeti Hitelintézet 2053 Herceghalom Zsámbéki út 3. 22/ * * Bükkalja Takarékszövetkezet 3412 Bogács Táncsics út 2. 49/ * Cserhátvidéke Körzeti Takarékszövetkezet 2660 Balassagyarmat Thököly u / * Dél-Dunántúli Takarék Szövetkezeti Hitelintézet 7400 Kaposvár Berzsenyi u / * * * * Dél-Zalai Egyesült Takarékszövetkezet 8800 Nagykanizsa Erzsébet tér / * * Drégelypalánk és Vidéke Takarékszövetkezet 2646 Drégelypalánk Kossuth út / * Dunaföldvár és Vidéke Takarékszövetkezet 7020 Dunaföldvár Fehérvári út 4. 75/ * * Dunapataj és Vidéke Takarékszövetkezet 6328 Dunapataj Ordasi u / * * Duna Takarékszövetkezet 9022 Győr Árpád u / * * * Dunakanyar Takarékszövetkezet 2023 Dunabogdány Hajó u. 3 26/ * Eger és Környéke Takarékszövetkezet 3300 Eger Széchenyi u / * * * Endrőd és Vidéke Takarékszövetkezet 5502 Gyomaendrőd Hősök tere 10/2 66/ * * * Ercsi és Vidéke Körzeti Takarékszövetkezet 2451 Ercsi Szent I. u / * Érd és Vidéke Takarékszövetkezet 2030 Érd Fürdő u / * Érsekvadkert és Vidéke Takarékszövetkezet 2659 Érsekvadkert Rákóczi út / * Észak Tolna Megyei Takarékszövetkezet 7095 Iregszemcse Kossuth tér / * * * * Fegyvernek és Vidéke Takarékszövetkezet 5231 Fegyvernek Felszabadulás út / * Felsőzsolca és Vidéke Takarékszövetkezet 3561 Felsőzsolca Kassai u / * * * Agent involved in investment activities 6 1

12 Annex No 4 Name of the intermediary Contact details of the intermediary FX account keeping 1 Bank card 2 Credits and money lending 3 Pendant agent (Credit) 4 Agent involved in investment activities 5 Fontana Credit Takarékszövetkezet 6771 Szeged-Szőreg Mikszáth Kálmán u / * Forrás Takarékszövetkezet 8164 Balatonfőkajár Kossuth u / * * Fókusz Takarékszövetkezet 6133 Jászszentlászló Alkotmány u. 2/a 77/ * * Főnix Takarékszövetkezet 4025 Debrecen Petőfi tér 6. 52/ * * * Füzes Takarék Szövetkezeti Hitelintézet 3390 Füzesabony Rákóczi utca / * Gádoros és Vidéke Takarékszövetkezet 5932 Gádoros Nagy u / * * Gyöngyös-Mátra Takarékszövetkezet 3200 Gyöngyös Magyar út 1. 37/ * * * Gyulai Takarékszövetkezet 5711 Gyula Széchenyi u / * * Hajdú Takarék Takarékszövetkezet 4026 Debrecen Bethlen G. út / * * * Hajdúdorog és Vidéke Takarékszövetkezet 4087 Hajdúdorog Tokaji u / * Hajós és Vidéke Takarékszövetkezet 6344 Hajós Rózsa u / * Hartai Takarékszövetkezet 6326 Harta Kossuth Lajos u / * * Hatvan és Vidéke Takarékszövetkezet 3000 Hatvan Kossuth tér / * * * Hévíz és Vidéke Takarékszövetkezet 8380 Hévíz Széchenyi u / * * Hodász - Porcsalma Takarékszövetkezet 4334 Hodász Széchenyi út 8. 44/ * Hungária Takarék Takarékszövetkezet 7150 Bonyhád Szabadság tér 9. 74/ * * Jász Takarékszövetkezet 5100 Jászberény Szabadság tér / * * Jászárokszállás és Vidéke Körzeti Takarékszövetkezet 5123 Jászárokszállás Árpád tér 2. 57/ * Kaposmenti Takarékszövetkezet 7228 Döbrököz Páhy u. 5/a 74/ * Kápolnásnyék és Vidéke Takarékszövetkezet 2475 Kápolnásnyék Fő u / * Kevermes és Vidéke Takarékszövetkezet 5744 Kevermes Felszabadulás u. 2/a 68/ * Kéthely és Vidéke Takarékszövetkezet 8700 Marcali Rákóczi u / * * Kinizsi Bank Zrt Veszprém Óváros tér / * * Kisdunamenti Takarékszövetkezet 2330 Dunaharaszti Fő út / * * KISKUN Takarékszövetkezet 6100 Kiskunfélegyháza Gorkij u.4. 76/ * * * Kis-Rába menti Takarékszövetkezet 9343 Beled Rákóczi F. u / * * Kiszombor és Vidéke Takarékszövetkezet 6775 Kiszombor József A. u / * Kondorosi Takarékszövetkezet 5553 Kondoros Csabai út / * Körmend és Vidéke Takarékszövetkezet 9900 Körmend Rákóczi u / * Környe-Bokod Takarék 2851 Környe Alkotmány u / * * Kunszentmárton és Vidéke Takarékszövetkezet 5440 Kunszentmárton Mátyás király u / * * * Lakiteleki Takarékszövetkezet 6065 Lakitelek Liget u / * * Lébény-Kunsziget Takarékszövetkezet 9155 Lébény Fő út / * * Lövő és Vidéke Takarékszövetkezet 9461 Lövő Fő u / * * Mecsek Takarék Szövetkezet 7695 Mecseknádasd Rákóczi utca / * Mohácsi Takarék Bank Zrt Mohács Dózsa Gy. u / * * Agent involved in investment activities 6 2

13 Annex No 4 Name of the intermediary Contact details of the intermediary FX account keeping 1 Bank card 2 Credits and money lending 3 Pendant agent (Credit) 4 Agent involved in investment activities 5 Nagyecsed és Vidéke Takarékszövetkezet 4355 Nagyecsed Rákóczi u / * Nagykáta és Vidéke Takarékszövetkezet 2760 Nagykáta Dózsa György u / * Nagyréde és Vidéke Körzeti Takarékszövetkezet 3214 Nagyréde Fő út 7. 37/ * Nemesnádudvar és Vidéke Takarékszövetkezet 6345 Nemesnádudvar Petőfi u. 41/b 79/ * Nyírbélteki Körzeti Takarékszövetkezet 4372 Nyírbéltek Kossuth u / * Nyúl és Vidéke Takarékszövetkezet 9023 Győr Sport u. 4/a 96/ * * * Orgovány és Vidéke Takarékszövetkezet 6077 Orgovány Kölcsey u. 2/a 76/ * * Örkényi Takarékszövetkezet 2377 Örkény Kosuth Lajos út 34/a 29/ * Pannon Takarék Bank Zrt Komárom Igmándi u / * * Pannonhalma és Vidéke Takarékszövetkezet 9090 Pannonhalma Dózsa Gy. u / * * PARTISCUM XI Takarékszövetkezet 6720 Szeged Horváth M. u. 1/b 62/ * * * Pátria Takarékszövetkezet 2230 Gyömrő Szent István u / * * Pilisvörösvár és Vidéke Takarékszövetkezet 2085 Pilisvörösvár Fő út / * PILLÉR Takarékszövetkezet 6782 Mórahalom Millenniumi sétány 1. 62/ * * Polgári Takarékszövetkezet 4090 Polgár Hősök u / * * Rajka és Vidéke Takarékszövetkezet 9224 Rajka Kossuth L. u. 37/a 96/ * * * Rakamaz és Vidéke Takarékszövetkezet 4465 Rakamaz Szt. István u / * * * Rábaközi Takarékszövetkezet 9300 Csorna Szent István tér / * * Répcelak és Vidéke Takarékszövetkezet 9653 Répcelak Petőfi S. u / * * Rétköz Takarékszövetkezet 4600 Kisvárda Szent László u / * * Ricse és Vidéke Takarékszövetkezet 3974 Ricse Kossuth u / * Rónasági Takarékszövetkezet 6085 Fülöpszállás Kiskunság tér 1. 78/ * * Rum és Vidéke Takarékszövetkezet 9600 Sárvár Batthány u.42/b 95/ * * Sajóvölgye Takarékszövetkezet 3700 Kazincbarcika Egressy út / * * * * Savaria Takarékszövetkezet 9700 Szombathely Petőfi S. u / * * Sárbogárd és Vidéke Takarékszövetkezet 7000 Sárbogárd Ady Endre u / * Solt és Vidéke Takarékszövetkezet 6320 Solt Posta u / * * * Somogy Takarék Szövetkezet 7500 Nagyatád Kossuth u / * * * * Szabadszállás és Vidéke Takarékszövetkezet 6080 Szabadszállás Kálvin tér 2. 76/ * Szabolcs Takarékszövetkezet 4400 Nyíregyháza Országzászló tér 4. 42/ * * Szatmár-Beregi Takarékszövetkezet 4900 Fehérgyarmat Móricz Zs. u / * * * * Szatymaz és Vidéke Takarékszövetkezet 6763 Szatymaz Dózsa Gy. u / * * Szeghalom és Vidéke Takarékszövetkezet 5520 Szeghalom Tildy u / * Szegvár és Vidéke Takarékszövetkezet 6635 Szegvár Szabadság tér 1. 63/ * Szendrő és Vidéke Takarékszövetkezet 3752 Szendrő Hősök tere 2. 48/ * Szentgál és Vidéke Takarékszövetkezet 8444 Szentgál Fő u / * Agent involved in investment activities 6 3

14 Annex No 4 Name of the intermediary Contact details of the intermediary FX account keeping 1 Bank card 2 Credits and money lending 3 Pendant agent (Credit) 4 Agent involved in investment activities 5 Szentlőrinc-Ormánság Takarékszövetkezet 7940 Szentlőrinc Munkácsy M. u 20/a 73/ * * * * Szerencs és Környéke Takarékszövetkezet 3915 Tarcal Fő út / * Szécsény és Környéke Takarékszövetkezet 3170 Szécsény Rákóczi u / * * Szigetvári Takarékszövetkezet 7622 Pécs Bajcsy-Zs. u / * * TAKARÉK Szövetkezeti Hitelintézet Kazincbarcika 3700 Kazincbarcika Fő tér / * * Téti Takarékszövetkezet 9100 Tét Fő u / * * TISZA Takarékszövetkezet 5430 Tiszaföldvár Ó Nagy Benjámin u / * Tiszafüred és Vidéke Takarékszövetkezet 5350 Tiszafüred Kossuth tér / * * * * Tiszavasvári Takarékszövetkezet 4440 Tiszavasvári Kossuth L. u / * * Tompa és Vidéke Takarékszövetkezet 6422 Tompa Szabadság tér / * Turai Takarékszövetkezet 2194 Tura Bartók tér / * * Újszász és Vidéke Körzeti Takarékszövetkezet 5052 Újszász Erkel F. u. 2/a 56/ * * Vámosgyörk és Vidéke Takarékszövetkezet 3291 Vámosgyörk Petőfi u / * Veresegyház és Vidéke Takarékszövetkezet 2112 Veresegyház Fő út / * * * Zalavölgye Takarékszövetkezet 8900 Zalaegerszeg Dísz tér 7. 92/ * * * Zemplén Takarékszövetkezet 3980 Sátoraljaújhely Széchenyi tér 8. 47/ * * Zirci Takarékszövetkezet 8420 Zirc József A. u / * * Zomba és Vidéke Takarékszövetkezet 7173 Zomba Fő tér 5. 74/ * * Oberbank AG Magyarországi Fióktelepe 1062 Budapest Váci út 1-3. * Sopron Bank Burgenland Zrt Sopron Kossuth u.19 99/ * ASSET Pénzügyi Kft Szekszárd Bezerédj u. 28. I/3. 74/ * Magyar Részvénykereskedelmi Nyrt Gyula Nagyváradi út 54. * Magyar Részvénykereskedelmi Nyrt Budapest Ráth György utca 56. * BCSC Trust Kft Százhalombatta Piac tér 2/b * Sopbróker Kft Sopron Felsőbüki Nagy Pál u.30 * Agent involved in investment activities 6 4

15 Annex No 4 Name of the intermediary Contact details of the intermediary FX account keeping 1 Bank card 2 Credits and money lending 3 Spitz Pénzügyi és Ügyviteli Szolgáltató Bt Gödöllő Szabó Pál utca 62. * Földvári és Társa Kft Budapest Bajcsy-Zs. E. u. 12. * Pendant agent (Credit) 4 Agent involved in investment activities 5 Agent involved in investment activities 6 Headings Pending outstanding intermediaries as defined in Section 12/1 of Chapter I of Appendix 2 of Hpt. Pending agent as defined in Section 12/2 of Chapter I of Appendix 2 of Hpt. 1 FX account keeping: collection of deposits and acceptance of other repayable monetary instruments from the general public in excess of the equity capital (Point a of Sect. 1 of Art. 3 of Act on Credit Institutions) within this collection of deposits kept in foreign convertible currency, as well as provision of payment s (Point d of Sect. 1 of Art. 3 of Act on Credit Institutions), within the scope of the provision of payment activities, foreign exchange account keeping, as well as foreign currency distribution debiting or crediting the HUF and / or FX accounts maintained at credit institutions dealing with financial intermediation or those maintained at Takarékbank Zrt. 2 Bank card: issuance of cash-equivalent payment substitutes, as well as within the provision of the related s, bank card s according to Sect. 3 (1) d) of the Act on Credit Institutions (Hpt.). 3 FX-based housing loans for the purchase of new or used residential properties, or multipurpose loans covered with mortgage rights (no new disbursements are allowed, only applies to managing the existing loans) 4 pending agent: intermediates customers to Takarékbank, but is not entitled to contract conclusion, handover or takeover of money or the assumption of undertakings on behalf of the Bank 5 pending agent 6 Acquiring pending agent (agents who only mediates customers to Takarékbank) 5