Relocation at Spain One Stop

Consumer Rights.

Many retailers are aware of your rights and are usually quite cooperative when it comes to a valid complaint, but there are exceptions where they refuse to compensate you for faulty goods.

Thankfully even here you do have rights and this is backed up by the (Consumer Protection Legislation and Procedures) which is available free of charge.

Everyone in the E.U. has general rules for the protection for consumers even Spain. Spain has a Government body that they have set up to deal with and co-ordinate these rights, its called the Instituto Nacional del Consumo.  For more help you can always visit their website www.consumo-inc.es/en/home.htm it is available in English. The information you will find will be useful if you are resident in another E.U. Country and want to complain about a Spanish supplier or if you are resident in Spain and want to complain about a supplier in the E.U.

Every Business here in Spain that deals with the public must have, by law, a complaints book or Libro de Reclamacions  and display a sign stating they have such a book. If you are refused access to this book the trader is committing a serious offence. If they don’t have this book the business may not have been granted a licence to trade.

 First you must ask for this book and register your complaint. You must fill in the form supplied and give a copy to the retailer and you keep the other two copies for 10 days. If the retailer does not reply in this time or you are not happy with what they said in their reply you now can send one of your copies to the Consumers Office at the nearest local Council to the retailers premises. If they do not have a Consumer office at the local council office then you must sent it to the main Consumers office that the local council is answerable to.

Any complaints you make in the Libro de Reclamacions have to be looked into. Usually the retailer concerned will try to sort out your problem there and then, rather than allow the complaint escalate into an investigation by the Consumers Office that could end up with the retailer being fined.