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What happens to your claim once it has been submitted?

Once we have received your claim form, you will receive an automatic acknowledgement of receipt together with your file number (ECCES-XXX).

Due to the high volume of cases, processing times are longer than usual, although our advisors will do their utmost to inform you within 30 days whether we are competent to handle your case or whether additional documentation is required. Once these checks have been carried out, within an estimated time frame of 3 months, your claim will be assigned to a legal adviser who will defend your rights and mediate on your behalf, keeping you informed of any changes. Please note that these time frames are approximate and that claims will be processed in strict order of arrival.

To enquire about the status of your claim, you must reply to the acknowledgement of receipt or any other email we send you. It is important that you do not change the subject line, which will always begin with your file number (ECCES-XXX).

Has the retailer contacted you directly or has your claim already been resolved? Please let us know. This will help us avoid unnecessary work.

 

Before processing your claim, we need you to answer this short questionnaire

Live in Spain?

Unfortunately we cannot help you. The competence of the European Centre Network depends on the country of residence. As European Consumer Centre in Spain we can only intervene in the event that consumers reside in Spain and file a cross-border claim against a merchant based in another Member State of the European Union, Iceland or Norway. If you reside in another European country, please contact the European Consumer Centre in your country of residence. You can locate your Centre on redECC-Net.

Do you want to claim a company registered in another EU Member State, Iceland or Norway?

If your claim is directed against a Spanish company, please, consult here how to claim.

Have you purchased a product or service as a private consumer for purposes other than your professional activity?

If the purchase has been made as a company, enter the Enterprise Europe Network

Do you think you have been the victim of a scam?

If you have not yet claimed in writing to the company involved, we suggest that you do so as soon as possible. Unfortunately, in this case, we are not dealing with a consumption problem, but rather with an alleged fraud classified as criminal. Therefore, the State Security Forces, as well as the Judges and Courts must be in charge of the investigation of the facts. Check this page and follow the recommended procedure for reporting the facts.

Have you already complained to the company in writing?

If you have not yet claimed to the company in writing, we suggest that you do so as soon as possible.

Do not forget to attach the necessary documentation:

  • Claim made in writing against the company.
  • Proof of purchase or reservation, when appropriate.
  • Proof of payment from the bank, when appropriate.
  • Correspondence between the consumer and the company ordered chronologically.
  • Do you think you can provide other evidence that will help you defend your rights? Feel free to attach them.

Send us your claim

I have read and accept the privacy policy.

 

If you have problems accessing the form, you can use the form at  this link (requires registration - Tutorial "How to authenticate in EU Login", pages 5, 26 and 27). 

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