Information about CLAIMS SHEETS
Information on Complaints Sheets in the general terms and conditions of business
Distance selling professionals or companies, such as e-commerce, among others, that do not have establishments or premises open to the public, but operate within certain autonomous communities, must have complaint forms and are obliged to inform consumers of their existence and how to access them.
Although we recommend consulting the provisions of each Autonomous Community in this regard, in the following link of the Ministry of Consumer Affairs website you can consult the legislation on Complaint Forms by Autonomous Community:
Therefore, we recommend that E-COMMERCES whose owners carry out their activity in any of these Autonomous Communities that require information on the existence of Complaints Sheets available to users or consumers include this information in section 4 of the general contracting conditions, an example of how to comply with this obligation could be the following wording:
"4. ONLINE CLAIMS AND DISPUTE RESOLUTION
[NomERF]] informs that it has Complaint Sheets available to users or consumers who request them, they can access them by requesting them to any of the contact details indicated below; even if it is not through a Complaint Sheet, any claim that the user or consumer considers appropriate to make, will be dealt with as soon as possible, in any of the following contact details of APARTAMENTOS PLAYA GRANDE SL:
Postal address: APARTAMENTOS PLAYA GRANDE SLCalle Argelalles, 6-8 - 07817 San Josep (Illes Balears)
E-mail: [email protected]
Online Dispute Resolution (ODR)
In accordance with Article 14.1 of Regulation (EU) 524/2013, the European Commission provides a free online access platform for the resolution of conflicts between the USER and the PROVIDER, without the need to resort to courts of law, through the intervention of a third party called the Dispute Resolution Body, which acts as an intermediary between them. This is a neutral body which will consult both parties in order to reach an agreement, and may ultimately suggest and/or impose a solution to the conflict.
Link to the ODR platform: http://ec.europa.eu/consumers/odr/"