PROCEDURE FOR RAISING AND RESOLVING COMPLAINTS AND CLAIMS
The aim of this procedure is to regulate the processing and handling of complaints and claims submitted to RECORD GO ALQUILER VACACIONAL, S.A. (henceforth RGO).
Customers should ideally submit complaints and claims by email to: [email protected]. This can also be done in person or in writing to any of the RGO offices.
The first stage of the procedure should involve the claimant presenting a document containing the following information:
The claimant may also provide any documentary evidence in their possession that they deem relevant to substantiate their complaint or claim.
Once the complaint or claim has been received by the Customer Service Department, we should send a confirmation receipt to the interested party and open the corresponding file.
Upon initial review of the complaint or claim, if we find that we do not have sufficient information regarding the claimant’s identity or we are unable to clearly establish the events surrounding the complaint or claim, the information or documentation provided will need to be completed or rectified appropriately within a maximum period of 15 working days. We should warn the claimant that if we do not receive the required information or documentation within this period, the complaint or claim will be filed without processing.
RGO may refuse to process complaints or claims in the following cases:
If we refuse to process a complaint or claim, this decision should be recorded on the complaint or claim sheet, with due justification. We should then send an email to the claimant to confirm that their complaint or claim has been closed, explaining the reasons or criteria that led to this decision.
While processing the complaint or claim file, the Customer Service Department may collect any information, statements, reports or pieces of evidence it considers relevant for making its decision, whether it be from the various departments or services at RGO or from the claimant themselves.
The claimant may withdraw their complaint or claim at any point, which will thus close the complaint or claim process.
The complaint or claim file must be completed within a maximum period of one month from the date when it was raised with the Customer Service Department.
The decision must always be justified and contain a clear resolution for each complaint or claim. It should also be founded on the terms of the contract and the applicable standards for transparency, customer protection and good business practices.
The decision should be communicated to the interested party within 10 days of being made, ideally by email, but failing that, by post.
If this deadline passes without the Customer Service Department communicating their decision, or if said decision is deemed unsatisfactory, the claimant may take their complaint or claim to any court or consumer authority they deem appropriate.