Consumer Complaint Forms - Hojas de Reclamaciones in English

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You then take the white one plus photocopies of your evidence, invoices, receipts, whatever to the local Consumer Office. The Spanish business might also be fined. You state what the reason for the complaint is and what result you would like to see, a refund, or something fixed, for example. Then the complaint is looked into and they will contact the business. This is an official fax system run by the Correos post office for delivery of official documents.

But another route is by Burofax. You will need these later. Normally the proprietor, or manager, will try to resolve the issue without recourse to this measure. It is law that businesses have to have these books of forms on their premises and that they have to process the complaint if you make it. You will possibly have to go to the local Ayuntamiento if you do not know where this office is.

But if no agreement can be reached, the booklet will be produced. It is good to go in person if possible, as you can get a stamped official receipt of your complaint. You will hear by post to the address you put on the form. You should state the details of the business itself.

You should fill out the form as follows. The pink one is left in the book for the business. In this part it is easy to let your anger get the better of you. If they do not deal with it properly after a suitable period of time, ask nicely for the Hoja De Reclamaciones. They are an official booklet of forms in triplicate.

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The forms should be completed on the business premises, and if you can, in Spanish, but if not, in English. If they refuse to produce the booklet, you should call the Local Police. You will tell your story and if no agreement can be reached, then the forms should be produced.

The Spanish business

If you go off at tangents, your complaint might well not be clearly understood. First tell the manager you are going to do that to give him a moment to change his mind. They are issued by the local authority, and should be produced on demand. You should state clearly and simply what is the cause of the complaint, and what solution you would like to see, such as refund, exchange of goods, repair of damages, etc. The form should be completed on the premises of the business where the complaint is being made.

You state what the reason forYou then take the white one

They will ask why and of course try and dissuade you. If the arbitration goes your way, you should be compensated according to your demands on the form. You should indicate your personal details, name and address, sufficient for the Spanish business or the Consumers Office to reply to you by post.

It is the first step in the official Spanish complaints procedure. You must retain all the documents and the green copy of the Hoja de Reclamaciones in case they are asked for. Every Spanish business has a set of official data which they are obliged to provide you with for the purposes of filling out the Hoja de Reclamaciones. You should state clearly the date s and time s relevant to the complaint. You go into a business and first of all make an official complaint.

You hear by post to your address. They will help you in anything you need to know.