Presentation procedures and response to consultations, complaints and claims

Claims shall be made in written or via email, pursuant to the information contained in this document, and shall have, at least, the following information:

identification of Holder
description of the facts that give rise to the claim
Address of holder
documentation that can be presented as proof

If the claim is incomplete, the interested party shall be required to amend the errors within five (5) days following receipt of the claim. After two (2) months from the date of the request, without the applicant presenting the information asked for, it shall be understood that they have withdrawn from the claim.
In case that the one receiving the claim is not competent to solve it, they shall transfer it to whom it may concern within a maximum term of two (2) working days and inform of the situation to the interested party.
Once the complete claim is received, an inscription reading “claim under course” and the reason thereof shall be included in the data base, within a term no longer than two (2) working days. Said inscription shall be kept until the claim is decided upon.
The maximum term to respond to a claim shall be fifteen (15) working days as of the day following the date of receipt. When responding to the claim within such term were not possible, the interested party shall be informed, expressing the reasons for the delay and stating the date when their claim will be heard, which in no case shall exceed eight (8) working days following expiry of the first term.

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