How to - Make a Complaint, 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?
- 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.
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