In addition to my article "How complete a claim form? " below summarize issues related to this issue.
What are the complaint forms?
are a tool with which the consumer or user account to deliver to the Administration a complaint about a product or service that does not meet the established requirements.
establishment Do all have the obligation to take?
Yes, although there are exceptions. So there are cases that have their own regulations are not obliged to be complaint forms. In any case, the consumer may file a written complaint with the Department of Consumer Affairs, Consumer any Municipal Office or go to a consumer association.
Does the establishment is obliged to announce that it has complaint forms?
Yes, through a sign posted in a conspicuous place.
How do I fill the complaint forms?
should be completed in the same establishment, with a capital letter, and save any document, invoice, warranty, brochure, ticket ,...- proving the service or the purchase of the product. In the Consumer complaint form should fill out your name, your ID card number and the reason for your complaint as clearly as possible. There is a space reserved for the head of establishment to record their version of what happened. The leaves should also include details of the establishment and must be numbered.
Which agency oversees them?
The autonomous communities are responsible for safeguarding the interests of consumers. The complaint forms should bear the letterhead of the Department of Consumer Affairs of the relevant community. The complaint forms consist of three copies. The consumer must keep two copies: the white green. The pink copy will remain on the premises. The white must be submitted before the expiry of one month, the Administration, Department of Consumer Affairs where conflict has occurred, and the second is the consumer keeps the document that certifies that it has submitted the claim. The user can also submit any document that serves to substantiate the complaint. If done by mail is preferred to be certified, or even better burofax, for the record that has been sent. It is recommended that the USER enter the file number to be able to monitor it subsequently.
What if an establishment does not want to give me the complaint forms or not have?
In this case the establishment would violate the law and the client can report the case to any Office Municipal Consumer Information Office (OMIC) or call the Municipal Police and to report the incident. Fines can range from 3,000 to 12,000 euros.
How to solve the conflict?
Once the Administration handled the complaint, the first step is mediation, the administration gives 15 days for establishing a settlement. If no agreement can go to court or arbitration of consumption that is coluntario-for both parties, and free. The arbitration panel heard the parties and issues a written ruling is binding. In the case of non-compliance, a complaint may be filed in a Court of First Instance.
What is the role of consumer associations?
Consumer associations and provide information to users who wish to report a violation committed by a trade. Even handled the complaint forms. If necessary go to court, consumer associations are in charge of the formalities to be satisfied to take forward the cause. Also enjoy the benefit of legal aid, so the costs of judicial procedure abarantan enough.
Source: Expansion 27/11/2010
What are the complaint forms?
are a tool with which the consumer or user account to deliver to the Administration a complaint about a product or service that does not meet the established requirements.
establishment Do all have the obligation to take?
Yes, although there are exceptions. So there are cases that have their own regulations are not obliged to be complaint forms. In any case, the consumer may file a written complaint with the Department of Consumer Affairs, Consumer any Municipal Office or go to a consumer association.
Does the establishment is obliged to announce that it has complaint forms?
Yes, through a sign posted in a conspicuous place.
How do I fill the complaint forms?
should be completed in the same establishment, with a capital letter, and save any document, invoice, warranty, brochure, ticket ,...- proving the service or the purchase of the product. In the Consumer complaint form should fill out your name, your ID card number and the reason for your complaint as clearly as possible. There is a space reserved for the head of establishment to record their version of what happened. The leaves should also include details of the establishment and must be numbered.
Which agency oversees them?
The autonomous communities are responsible for safeguarding the interests of consumers. The complaint forms should bear the letterhead of the Department of Consumer Affairs of the relevant community. The complaint forms consist of three copies. The consumer must keep two copies: the white green. The pink copy will remain on the premises. The white must be submitted before the expiry of one month, the Administration, Department of Consumer Affairs where conflict has occurred, and the second is the consumer keeps the document that certifies that it has submitted the claim. The user can also submit any document that serves to substantiate the complaint. If done by mail is preferred to be certified, or even better burofax, for the record that has been sent. It is recommended that the USER enter the file number to be able to monitor it subsequently.
What if an establishment does not want to give me the complaint forms or not have?
In this case the establishment would violate the law and the client can report the case to any Office Municipal Consumer Information Office (OMIC) or call the Municipal Police and to report the incident. Fines can range from 3,000 to 12,000 euros.
How to solve the conflict?
Once the Administration handled the complaint, the first step is mediation, the administration gives 15 days for establishing a settlement. If no agreement can go to court or arbitration of consumption that is coluntario-for both parties, and free. The arbitration panel heard the parties and issues a written ruling is binding. In the case of non-compliance, a complaint may be filed in a Court of First Instance.
What is the role of consumer associations?
Consumer associations and provide information to users who wish to report a violation committed by a trade. Even handled the complaint forms. If necessary go to court, consumer associations are in charge of the formalities to be satisfied to take forward the cause. Also enjoy the benefit of legal aid, so the costs of judicial procedure abarantan enough.
Source: Expansion 27/11/2010
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