Your rights are always protected

 As a consumer, you have the right to have your complaints treated seriously and appropriately. If you believe a complaint has not been satisfactorily resolved by the company, you can use different channels to seek a fair solution. One option is to go to your local Municipal Consumer Information Office (OMIC), or request the intervention of the Consumer Arbitration Board.

The Consumer Arbitration Board is an out-of-court procedure that allows consumer disputes to be resolved when no direct agreement has been reached between the parties. Through this system, an arbitration panel examines the case and issues a ruling that both parties agree to abide by. It is a free process, faster and less complex than a court claim.

However, according to Article 2.2 of Royal Decree 713/2024, of July 23, disputes involving poisoning, injury, death, or situations where there are rational indications of a crime, cannot be submitted to consumer arbitration.

To initiate this procedure, you must have previously submitted a complaint to the company and received a response. Only then can arbitration proceedings be requested through the Consumer Arbitration Board.