Internal Complaints Policy
Here at Fine & Country Costa Blanca South we are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
Please conatct us on:
Tel: +34 634080922
We truly hope our service meets or indeed exceeds your expectations at all times, should this not be the case please escalate your concerns to our Director. If you are still unhappy then our formal escalation process is to record in our complaints book ‘Hojas de Reclamaciones’ official Spanish complaints procedure. Companies, shops and organisations in Spain must have an official booklet of forms. The pages are numbered, and each form consists of three parts: a top (white) original copy, a middle (green) copy for the customer, and a bottom (pink) copy which remains in the book.
If you believe you have a complaint that is not being attended to correctly, then you are entitled to ask for our “Hojas de Reclamaciones”.
How do I use the ‘hoja de reclamación’?
The form should be duly completed, signed and dated on the premises of the business where the complaint is being made. Spanish is preferred, however, you can also fill it out in English.
Try to keep it simple and straight forward. State the cause of the complaint, and what solution you would like to see, such as a refund, exchange of goods, repair of damages, etc. You cannot claim any punitive damages – Remember, this is not a court case, it is a civil arbitration process.
Always indicate your personal details, name and address, and the details of the business Fine and Country Costa Blanca South.
How to proceed?
You can now take the WHITE original, plus photocopies of the receipts, guarantees, and any other documents you believe relevant, to the ‘Oficinas Municipales de Información al Consumidor’ or the Town Hall. Another way of submitting the documents is by Burofax – A fax system run by ‘Correos’ post office for the delivery of official documents.
An official mediation process will be set up, and you will be contacted by post with a result, from anything between two weeks leading up to four months. In the meantime, we recommend keeping all the documents, together with the GREEN copy in a safe place.