Consumer complaint (OMIC plus the Consumer Arbitration Board)

Consumer complaint (OMIC plus the Consumer Arbitration Board) is filed with OMIC + Junta Arbitral de Consumo + Plataforma ODR UE. With Managora you do it 100% online: you answer a few questions, sign a digital mandato (power of representation) and we draft, sign and file your application for you. Estimated total cost: €29 to €29. Official tasa (government fee): No fees. The OMIC and consumer arbitration are free of charge.

We take your consumer complaint down the right route: the trader's customer service department (SAC), the official complaints form (hoja de reclamaciones), the OMIC (municipal consumer office, which mediates), the Junta Arbitral de Consumo (Consumer Arbitration Board, RD 231/2008, which is voluntary and issues a binding award), the EU ODR platform for cross-border online purchases, or the courts. We check the legal guarantee that applies (3 years for goods / 2 years for services since Ley 7/2021), the right to withdraw from distance contracts (14 days) and any unfair terms. We identify regulated sectors (telecoms, banking, insurance, energy) that have their own route.

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Estimated total cost: €29 to €29
Managora's fee: €35.09 (21% VAT incl.)
Tasa (official government fee): No fees. The OMIC and consumer arbitration are free of charge. (suplido: paid to the authority on your behalf, no VAT)
Processing time: Legal guarantee: 3 years for goods / 2 years for services. Arbitration decision: 90 days.
Where it is filed: OMIC + Junta Arbitral de Consumo + Plataforma ODR UE ↗
What you receive: Application

Cost breakdown: Our fee 29 €. No official fees: the OMIC and consumer arbitration are free of charge..

Consumer complaint (OMIC plus the Consumer Arbitration Board): how is it filed?

1Answer the questions in the chat (around 7 minutes).
2We identify the right route: for regulated sectors (telecoms, banking, insurance, energy), we redirect you to the specific procedure.
3We check that the legal guarantee is still running (3 years for goods / 2 years for services, Ley 7/2021).
4For arbitration: we check whether the company has signed up to the scheme (it is voluntary).
5Payment of 29 € for our fee.
6Sign the mandate from your mobile.
7We draft the letter of complaint for you, with the facts, the grounds and what you are asking for.
8We file it via the route chosen.
9We monitor the deadline for a reply and, if it is negative, we escalate to the next level.

Which documents do you need?

•The consumer's DNI / NIE (identity number).
•The invoice, receipt or contract for the transaction.
•Your communications with the company (emails, calls and so on).
•For a faulty product: photographs plus a technical report if applicable.
•If you have already complained to the trader's customer service department: a copy and proof of receipt.
•Evidence of the payment method used.

Legal basis and things to bear in mind

Legal framework: the TRLGDCU plus Ley 7/1998 on general contract terms plus RD 231/2008 on arbitration plus EU Regulation 524/2013 on ODR plus Ley 7/2021 (which extended the legal guarantee to 3 years).
Legal guarantee (TRLGDCU arts. 117-127): 3 years for goods / 2 years for services from delivery (Ley 7/2021). It applies only to trader-to-consumer relationships.
The right to WITHDRAW from distance contracts and off-premises contracts: 14 calendar days, with no reason needed (TRLGDCU art. 102).
CONSUMER ARBITRATION (RD 231/2008): VOLUNTARY. It only works if the company has signed up to the scheme or agrees to submit to it. The award is enforceable (it has the force of res judicata) and can be enforced like a court judgment.
EU ODR PLATFORM (Regulation 524/2013): for online purchases between Member States. Access it at https://ec.europa.eu/consumers/odr.
REGULATED sectors with their own route: telecoms (reclamacion_telco), banking (reclamacion_banco), insurance (reclamacion_seguro), energy (reclamacion_energia), securities (reclamacion_cnmv), air travel (reclamacion_aesa).
Unfair terms (TRLGDCU arts. 80-91 plus Directive 93/13/EEC): in consumer contracts, the court finds them void of its own motion. The case law of the Court of Justice of the EU is highly protective of consumers.
The court route: a monitorio (order for payment) if the amount is liquidated and undisputed, a small claims hearing (juicio verbal) if it is under 6.000 €, and ordinary proceedings if it is over 6.000 €.
Natural connections: monitorio (the fast route where the amount is liquidated) (where a small claim is disputed), conciliacion_civil (mediation), reclamacion_aepd (if there is an associated breach of personal data).

Consumer complaint (OMIC plus the Consumer Arbitration Board): frequently asked questions

Consumer complaint (OMIC plus the Consumer Arbitration Board): how much does it cost?

The estimated total cost (our fee + official tasas and taxes) is €29 to €29: Our fee 29 €. No official fees: the OMIC and consumer arbitration are free of charge.. Managora's fee is €35.09, 21% VAT included (€29.00 net + €6.09 VAT). The official tasa charged by the authority (a suplido paid on your behalf, no VAT) is: No fees. The OMIC and consumer arbitration are free of charge..

Consumer complaint (OMIC plus the Consumer Arbitration Board): how long does it take?

Legal guarantee: 3 years for goods / 2 years for services. Arbitration decision: 90 days.

Consumer complaint (OMIC plus the Consumer Arbitration Board): which documents do I need?

You need to have to hand: The consumer's DNI / NIE (identity number)., The invoice, receipt or contract for the transaction., Your communications with the company (emails, calls and so on)., For a faulty product: photographs plus a technical report if applicable., If you have already complained to the trader's customer service department: a copy and proof of receipt., Evidence of the payment method used.. You do not upload them here: we collect the details through the guided chat.

Who files the procedure?

Managora files it in your name with OMIC + Junta Arbitral de Consumo + Plataforma ODR UE. You only provide the details through the chat and sign a mandato (power of representation); we prepare, sign and register it.

Can it be done online?

Yes. The whole process is online: you answer a few questions in the guided chat, sign a simple mandato on screen and receive the receipt and the official documents by email, with full legal validity.

Related procedures

Based on the legislation in force and on the official site of the competent authority: OMIC + Junta Arbitral de Consumo + Plataforma ODR UE ↗.

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