ddoyle

Hi, can anyone tell me does every business have a complaints book and if so how do you register a complaint especially if you do not have a receipt for items purchased.

Janet

Yes, every business must have a complaints book. Have a look HERE and HERE while people respond here. It will be good to have a dedicated thread on the subject.

casabonny

A business will only have a complaints book if it is LEGAL otherwise they wont.Also some businesses are exempt from having them such as Insurance Agents(dont ask me why ) unless of course this has changed in the last few years.

If you dont have a receipt it will be difficult, although not impossible, to make a complaint.How did you pay? what is the value of the item? what is it ? HAve you been back and asked for an exchange, refund etc?so many things to do but you would first have to ask the Vendor to provide a solution.If they refuse then you can make a complaint even if they dont have a complaints book by going to the main office in Santa Cruz..i cant remeber what its called but can find out if need be,There is however an office in Los Cristioanos , innthe cultural centre i beleive, who act in conjunction with the main office in Santa Cruz and is a bit like Citizens Advice as they can contact the vendor on your behalf to try and resolve the situation

Good luck

MobileHome

Just because a business displays the multilanguage complaints card, don't assume that you will ever see one of the forms. My experience on numerous occasions is to be refused on the basis that the owner/staff do not accept that you have a complaint. Banco Santander who deducted commission in error, a zona recreativo who overcharged (against the menu price) for drinks and a waterfront cafe at Radazul who said they were closed but continued to serve existing and new spanish customers. Has anybody ever successfully completed a complaints form? A survey of 'yes' and 'no' would be interesting.

Janet

They cannot refuse you the book. If they do, you can denounce them for it. It is a serious offence.

Having said that, you will have to have gone through various hoops first as described by Casabonny above ... it is a serious thing so the book cannot be the first (or even one of the first) recourse.

MobileHome

I am usually happy to simply no longer give my custom and spread a frank opinion or two, but I'm very pleased with your advice that the system has a few more teeth and we do have options where the issue is something more than just poor service.

casabonny

I for one , several years ago now, made a complaint against a company in Las americas for furniture ( special made) that did not come up to standard.It took quite some time but eventually , after the Inspectors visit to the said establishment, they contacted me ,ade arrangements to rectify faults and all was resolved.Of course before making the complaint i had tried to resolve this with the owners who , as oftenhappens , did nothing thinking i would go away!
I think a survey would be a good idea.

In resturants if the food is not up to scratch i normally , quietly and politely point this out to a manager but always insist on paying the bill.Afetr all how can people put things right if they dont know they are wrong? I always give them a second chance and if there is no improvement , then i dont go back again.

Janet

I've added a poll to the thread now.

goldenmaniac

You can often get a long way by contacting the Oficina Municipal de Información al Consumidor - equivalent of local trading standards - each Town hall has one - check local info for contact details or failing that you could try http://www.consumo-inc.es/en/home.htm (website in English)

My local office in Pto Santiago has been VERY helpful in the past and got me a refund on faulty goods with one phone call, when previous complaints direct to the store achieved nothing!