Sede Electrónica de Castilla y León
Sede Electrónica de Castilla y León
Handling of complaints in the field of tourism in the Community of Castile and Leon. Tourists may make complaints about shortcomings in the provision, enjoyment or use of tourist services provided by the owners of tourist establishments located in Castile and Leon (hotel accommodation, rural tourism, tourist apartments, tourist accommodation, campsites, tourist hotels and catering establishments) or by professionals involved in tourist activities carried out in Castile and Leon (active tourism and tourist intermediation activities, tourist guides).
Tourists, users of tourist services who wish to make a complaint
The complaint form that can be completed in person on the sheet distributed at the establishment, or using the same form available from this public service website.
Before filling in the complaint form, it is important to read the instructions on how to complete and process it.
When the person making the complaint completes the form in person at the establishment, the form will be given to the owner of the tourist activity or establishment, or their staff so that, if they consider it necessary, they can add their counterclaims clearly and concisely, and obtain a copy of the complaint by any means, by taking a photograph or any other means of reproduction. The person making the complaint must submit the original of this completed complaint form, keeping a copy if required, and attach any evidence or documents considered appropriate for a better appraisal of the facts covered by the complaint.
When the tourist submits a complaint form that has not been supplied by the owner of the tourist activity or establishment, they must indicate, at least, the identification of the establishment or tourist activity, as well as its location or the place where the tourist activity is carried out.
The person making the complaint must state on the form the place, date and time of the complaint, as well as their personal details, and must then state clearly and concisely the facts that give rise to the complaint and which are being reported.
The person making the complaint may expand on the content of the complaint by including an ‘Annex to the Tourism Complaint Form’.
The person making the complaint must indicate what they are requesting and, where appropriate, other duly specified requests, e.g. financial complaint, request for arbitration or other type of complaint.
The complaint must be signed by the person making the complaint.
Once the complaint form has been completed, it will be sent to the Tourism Section of the province where the establishment is located or where the tourist activity that is the object of the complaint takes place.
‘Document attachment’ form, this form must be used to attach documents related to a tourism complaint.
If electronic submission is chosen, these documents must be converted to electronic form for submission as attachments. You can attach: The original complaint form that was filled in at the establishment.
Any documents and evidence that you provide with your complaint (e.g. invoices, brochures, etc.).
Counterclaims and documentation that the reported company considers it appropriate to provide, once it has received a copy of the complaint sent by the Administration.
If the submitted complaint lacks the necessary data for it to be processed, the person making the complaint will be asked to rectify this shortcoming within ten working days, with the proviso that if they fail to do so, they will be considered to have withdrawn their complaint and the proceedings will be closed.
The tourist must submit their complaint form within a maximum period of two months from the date of occurrence of the facts that form the subject of the complaint.
Complaints reporting facts that fall within the jurisdiction of other departments of the Administration of the Autonomous Community or other public administrations must be sent to the latter, notifying the person making the complaint of their transfer.
For complaints concerning Airline Companies: Submit the complaint directly to THE AIRLINE or, where appropriate, to the Spanish State Aviation Safety Agency (AESA). All the information is available at this link www.seguridadaerea.es
For complaints concerning Travel Insurance: All the information is available at this link http://www.dgsfp.mineco.es/es/Consumidor/Reclamaciones/Paginas/InformacionProcedimiento.aspx
For European Union companies: All the information is available at this link https://cec.consumo.gob.es/CEC/web/home/index.htm
Once the complaint has been received, the peripheral body responsible for tourism must send evidence of submission to the tourist within fifteen days of receipt.
Communications must be sent to the address indicated by the person making the complaint:
Última actualización: 23 de mayo de 2022