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How to Make a Complaint

How to - Make a Complaint, The Book of Claims

Information on how to make a complaint and the Book of Claims

el libro de reclamaciones - The book of claims as it will be referred  to here

What is the Claims Book? 

It is a useful tool for the presentation of your complaints and claims to a supplier for inconveniences arising after the purchase of a product or service.

What is a complaint?
It is a disagreement against a poor attention of the supplier, but that is not directly related to the product or service purchased.

  • For example : the hygienic services of a restaurant that are not in good condition, poor attention of the staff of a store, etc.

What is a claim?

It occurs when you are not satisfied with the product purchased or service provided. The provider has an obligation to give you an answer.
  • For example : a disagreement over the quality of a product, unrecognized consumption, misleading advertising, etc.

How do I access the Claims Book?

Requesting the provider, who has the obligation to put it at your disposal, in physical format (book with sheets) or virtual (through a computer).

If it is physical , you must have three self-copying and self-copying sheets, duly numbered. You must include the contact information of the provider and yours, a brief explanation of the complaint or claim, among other requirements.
How to Make a Complaint The Book of Claims

How to Make a Complaint, The Book of Claims,  So, how does it work?

You go into a busi­ness and first of all make an of­fi­cial com­plaint. You can also do this by tele­phone (keep a re­cord), or by let­ter, best by bur­o­fax. If they do not deal with it prop­erly after a suit­able period of time, ask nicely for the Hoja De Re­clama­ciones. They will ask why and of course try and dis­suade you. You will tell your story and if no agree­ment can be reached, then the forms should be pro­duced.

The forms should be com­pleted on the busi­ness premises, and if you can, in Span­ish, but if not, in Eng­lish. You state what the reason for the com­plaint is and what res­ult you would like to see, a re­fund, or something fixed, for ex­ample. You can­not claim dam­ages, this isn´t go­ing to Court, it is just an ar­bit­ra­tion pro­ced­ure by the local Con­sumers Of­fice.

You need to in­clude your name and ad­dress, phone num­ber, but they will reply by post, the dates and tim­ing of what has happened, sup­ply and keep cop­ies of any evid­ence re­lat­ing to the com­plaint, like price lists, in­voices etc.

The busi­ness needs to tell you their of­fi­cial name, CIF num­ber for ex­ample, to put on the form. The mem­ber of staff, owner or man­ager, might want to add some com­ments to yours, but usu­ally they do it sep­ar­ately. Then make sure you have your ori­ginal evid­ence, and take the top two pages (a white one and a green one). The pink one is left in the book for the busi­ness.

You then take the white one plus pho­to­cop­ies of your evid­ence, in­voices, re­ceipts, whatever to the local Con­sumer Of­fice. If you don´t know where it is then go to the local Town Hall.

Omic Municipal Consumer Information Office in Benidorm - Plaça de Sant Jaume, 03501 Benidorm, Alacant, open Mon - Friday 9 - 2pm tel  965 85 13 06.

If it is virtual

The provider must put at your disposal a virtual platform with personnel trained to enter your complaint or claim.

If the product or service is sold through a web page , the provider must provide you with a digital version for the presentation of your complaint or claim. In addition, you can request a registration code and send the claim by email for follow-up.

In all cases, the supplier must have an accessible notice for the location and use of the Book of Claims in his business or in the web portal where he sells.

What should we keep in mind after using the book?

The provider has a deadline of 30 calendar days for the care of your claim. Your attention should not be conditional on any payment. Also, keep in mind that once you have filed your complaint or claim, you must request a copy or code of it for follow-up

More assistance is available from our Facebook Group or for additional information on other issues click here

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