Enquiries and Complaints
If you are an INDIVIDUAL CONSUMER with a problem on a consumer issue, unrelated to your profession, and you want to send us an enquiry or complaint against a EUROPEAN COMPANY, we can study your case as long as it is of our competence:
Please ask yourself the following question on your problem:
DOES IT HAVE A EUROPEAN CROSS-BORDER COMPONENT?
We only deal with enquires from individuals against companies and we are only competent to take action on EUROPEAN cross-border complaints:
- Consumers living in Spain having problems with companies in another EU country.
- Consumers living in the EU (except Spain) having problems with Spanish companies.
- WE ARE COMPETENT:
- Spanish consumer buys a flight ticket from an Irish airline
- English tourist has a problem in a hotel in Spain
- WE ARE NOT COMPETENT:
- Spanish consumer with a phone problem in Spain/Switzerland/USA
- Enquiries from companies, lawyers, professionals, etc.
If you live in Spain and want to make a complaint a Spanish company, you must resort to the Directorate-General for Consumer Affairs in your Autonomous Community or your Local Consumer Information Office (OMIC) in your city or town.
If you live in any other EU country, Norway or Iceland and you have a complaint against a Spanish company, please contact the European Consumer Centre in your country of residence: European Consumer Centres Network.
INSTRUCTIONS TO SUBMIT A COMPLAINT OR ENQUIRY
If you wish to submit a complaint or enquiry about a European consumption problem, please follow the instructions below:
- CONTACT THE COMPANY PREVIOUSLY
It is an essential requirement in order to study your case that you can prove previous contact in writing with the company, by any means than leaves proof (recorded delivery, burofax, email).
After 30 days with no favourable reply, you can send us your complaint by filling in the COMPLAINT/ENQUIRY FORM you will find below.
- SUBMIT THE FORM: PLEASE FOLLOW THE INSTRUCTIONS
It is an electronic form that, once filled in and submitted correctly, will be automatically delivered to our European database, with no need if printing (except if you want to keep a copy) or sending it by any other means.
You need to have version 8.1.2. of the program ADOBE READER installed. You can obtain it for free through the following link: http://get.adobe.com/es/reader/
Please send us this form attaching a copy of all justifying documents related to your problem:
Only if you obtain a numerical REFERENCE NUMBER when submitting your complaint/enquiry, this means IT ARRIVED TO US CORRECTLY and a Consumer Adviser will contact you.
Please bear in mind that, due to the volume of enquiries and complaints, the deadline to acknowledge receipt of your enquiry or complaint may range between 15 and 30 days.
If you have any technical problems when using the form, you can contact us through the following contact details:
Email: cec@consumo-inc.es
Fax: 00 34 91 822 45 62
Centro Europeo del Consumidor en España
C/ Príncipe de Vergara, 54
28006 Madrid
