In the car hire world, the cordial relationship between clients and car hire companies has been always weak and uncertain. In the end, a car is a very expensive item: companies want to keep theirs investments in optimal conditions, an you, as a client, you want that your rights are respected.
The result is that many people end up filing a complaint. But not all of them do it right. You can file a complaint if you believe you have been unfairly treated or your consumer rights have been violated.
There are two ways of filing an official complaint in Spain by official complaint forms , or going to Juntas Arbitrales de Transporte of each Autonomous Community. Here we explain how to do it:
Junta arbitral de transporte
They are public organism specialised in settling complaints from consumers related to public transport. Each Autonomus Community has its own and they have offices in almost all cities.
Las Juntas Arbitrales de Transportehave the power of settling complaints if it's less than €15,000, except if you have already renounced to it in the contract. The resolutions of the Junta Arbitral are similar to a judicial sentence. These services are free and no lawyer is needed. Check your contract to be sure you didn't renounce.
The steps to follow to settle a complaint is very simple: you must submit a written memo explaining what happened with the documentary evidence that you can provide. You submit to take the complaint at the Junta Arbitral of the location you pick up or drop off the car or, in case you cannot attend in person, other person can represent you by a written document.
For further information about Juntas Arbitrales de Transporte visit the webpage of Fomento Ministry of the Spanish Government.
You will find a Junta Arbitral de Transporte office in almost all cities of Spain. This is the official webpage
Here you have the address of Juntas Arbitrales de Transporte in Madrid, Barcelona and Valencia:
Official Complaint Forms
The official complaint forms are available upon request in all the car hire offices and in any other shop in Spain. There are two types: those from the company and the official forms form "Consumo". Those from the company are useless. You have to request the Official Complaint Forms.
The official complaint forms are printed on Autonomous Community letterheads. All companies are always obliged to have the official forms available If you are denied the form (or even they say they don't have any, which it isn't true) call the Local Police to make them give you one.
The form has three sheets: white, green and pink. The white sheet is the original. The green sheet is the copy you keep. Thepink sheet is the copy the car hire company must keep.
The white sheet must be send to the authorities. It would be better for you if it's you who send the white copy. The car hire company won't do it, even if they promise. The won't do it. You have to send it or even go to the appropriate authority.
Send the original for yourself, white sheet, to the appropriate authority. The address is in the copy.
The address to deliver is in the white copy. If you don't have to address, send it to:
- Oficina Municipal de Información al Consumidor (OMIC) of the town the incident has occurred.
- Oficina Territorial de Consumo of the town the incident has occurred.
- Junta Arbitral de Consumo, if the complaint is about items return, damages and compensation, and other civil rights actions. This is controlled by Sistema Arbitral de Consumo , and government bodies in charge are Juntas Arbitrales de Consumo.
- Consumer Protection Associations, in charge of protecting the consumers' rights. You will find several local associations. Here you have some associations:
It's very important to fill in all information.. Date, hour, address of the business and you personal information. You can send all information or documents that you consider necessary to porve your case: car hire contract, receipts, photographs, etc.