In our online store, located in Andalusia, we are committed to offering you a safe and satisfactory shopping experience. However, in the event that a problem arises or you wish to file a claim, we provide you with all the information necessary to do so in accordance with current consumer protection regulations.
Processing of Complaints and Claims Sheets for consumers and users in Andalusia
It regulates the procedure for filing and processing official Complaints and Claims Sheets of the Junta de Andalucía by consumers against companies that own activities that market goods or provide services in the Autonomous Community of Andalusia. This procedure allows you to attempt mediation or arbitration to resolve the conflict, forward a complaint to the establishment or notify the Administration of possible violations. There is the possibility for the person to file the complaint or claim electronically as long as they have a digital certificate or electronic signature and that the company being complained about has adhered to this modality.
How to carry out the procedure
Relationship with the Administration: In-person and electronic.
If you are a natural person, you can choose to file in person or electronically. If you choose to submit in person, you can do so at the registration assistance offices of any Public Administration or at the post office. To do so at a records assistance office of the Junta de Andalucía, it is recommended to make an appointment. If you choose to submit electronically, you must do so at the electronic address indicated in the corresponding phase.
If you do not have the necessary electronic means, you can be assisted to carry out this procedure at a Registry Assistance Office of the Junta de Andalucía, for which it is recommended to make an appointment.
If you are a subject obliged to interact electronically with the Administration, you must make the presentation at the electronic address indicated in the corresponding phase. If you do it in person, the processing body may require you to correct it through electronic submission with the effects that the regulations provide for these cases (art. 68.4 of Law 39/2015, of October 1). This obligation to interact by electronic means will not apply to those specific procedures in which the rule that regulates a certain procedure provides for its completion by exclusively in-person means.
Access to the phase
Forms: Complaints and claims form No.: 003388D (Mandatory)
Requirements: Be a consumer or end user (companies, professionals and self-employed persons are excluded).
Documentation: After the period of 10 business days without receiving a response, and if they do not agree with it, the consumer or user may refer it to the OMIC of their municipality or, failing that, to the Territorial Health Delegation. and Families of your province, the copy "for the Administration" of the complaints and claims form, which must be accompanied, where appropriate, with the response written by the claimed party. Along with the complaints and claims form, the complaining party must also send, where appropriate, the invoice or proof of payment, the contract, the information brochures, the guarantee document and any evidence or documents that serve to facilitate the assessment of the facts. All documentation will be presented in copies, with the obligation of the complaining party to keep the originals in case the bodies processing the complaint or claim require them for comparison.
Start Period: This procedure is not subject to deadlines
Applicable regulations
- Law 13/2003, of December 17, on the Defense and Protection of Consumers and Users of Andalusia
- Decree 82/2022, of May 17, which regulates the complaint and claim forms of consumers and users in the Autonomous Community of Andalusia
- Order of December 11, 2008, which develops the system of electronic complaints and claims forms established in Decree 72/2008, of March 4
- ORDER of February 9, 2015, which regulates the edition, distribution, marketing and printing of the Complaints and Claims Sheets of consumers and users in Andalusia
Customer Support
For any questions or additional assistance, do not hesitate to contact our customer service. We are available to help you through the process and ensure that your purchasing experience is satisfactory.
We thank you for your trust in our store and we are committed to the continuous improvement of our services and the satisfaction of our customers.
Direct Link to the Complaints Form : Complaints Form Junta de Andalucía