Complaint Resolution Process Steps and Outcomes

Posted on Dec 12, 2025 in Business Administration and Management (BAM)

Analysis of Complaint or Claim

Service Provision

We should be able to suggest a solution. The response to a complaint may include:

  • A refund of the money (reembolso)
  • Technical assistance
  • Provide necessary information (proporcionar info)
  • Replace the damaged product
  • Repair the product
  • Compensate for the damages
  • Apologize (disculpas)
  • Offer gifts or expressions of goodwill

Analysis of Satisfaction

The company must verify the level of customer satisfaction with the solution and the process implemented. Surveys are often used to this end.

Proposal for Improvement

The after-sales service department should:

  • Collect and register complaints (registrar quejas)
  • Give acknowledgments of non-in-person complaints (acuses de recibo de quejas no presenciales)
  • Assess the origin of the complaint
  • Act immediately
  • Report solutions to the customer
  • If the customer is not happy, offer an alternative solution
  • Regularly review complaints

Enforcement of Rules on Resolution of Complaints and Claims

If consumers feel their rights haven’t been observed, they can go to:

  • The Municipal Offices of Consumer Information (OMIC), (oficina municipal de información al consumidor)
  • The Department of Consumer Affairs of the Regional Governments (Dirección General de Consumo de la comunidad autónoma)
  • The Association of Consumers and Users (Asociación de consumidores y usuarios)
  • Consumer Arbitration Boards (Juntas arbitrales de consumo)
  • Courts of Justice (tribunales de justicia)

Complaint Type (English) – Spanish Equivalent

  • Product not delivered – no entregado
  • Service not provided – no proporcionado
  • Delay in product delivery – retraso entrega
  • Delay in providing service – retraso prestación
  • Defective product – defectuoso
  • Poor service – pobre
  • Product doesn’t match what was agreed – engañoso
  • Unrequested product – sin garantía
  • Damaged product – dañado
  • Refusal to comply with warranty – no cumplir garantía
  • Refusal to sell – negativa de vender
  • Refusal to provide a service – no propor servicio
  • Business practice – prácticas comerciales
  • Wrong info – info errónea
  • Inadequate info – info inadecuada
  • Payment means – modo de pago
  • Price – precio
  • Price increase – aumento de precio
  • Unjustified costs – cargos injustificados
  • Terms of contract – términos de contrato
  • Coverage of contract – cobertura del contrato
  • Damage assessment – evaluación de daños
  • Refusal to pay compensation – negativa a pagar una indemnización
  • Inadequate compensation – Indemnización inadecuada
  • Modification of contract – Modificación de contrato
  • Poor performance of the contract – Bajo rendimiento del contrato
  • Cancellation – terminar contrato
  • Cancellation service – cancelar servicio
  • Loan repayment – Pago de préstamo
  • Application of interest – Solicitud de interés
  • Failure to comply with commitments – incumplimiento de compromisos
  • Incorrect billing – facturación incorrecta
  • Undue delay in processing a complaint – retraso de una queja

Resolution Action (English) – Spanish Equivalent

  • Product delivery – entregar prod
  • Product repair – reparar
  • Product change – cambio
  • Cancellation of sale – cancelar venta
  • Enforcement of guarantee – aplicar garantía
  • Compliance with commitments – cumplir compromisos
  • Completion of a contract – finaliza contrato
  • Cancellation – cancelar contr
  • Cancellation invoice – cancelar fact
  • Info
  • Correction damage assessment – corrección avalúo
  • Payment compensation – pago indemnización
  • Refund of advance payment amount – reembolso del pago anticipado
  • Refund of other payments made – reembolso otro pago
  • Discount amount – cantidad de descuento
  • Payment facilities – facilitar pago
  • Apologies – disculpas