When a complaint is received by CONFIANZA ONLINE’s Technical Secretariat, it will contact the claimant in case it needs to clear some information to start the procedure, such as the complainant’s identity, the matter of the complaint and the complained company. It is very important that the complainant provides the Technical Secretariat with the following detailed information:

a) Complainant data: if the complainant was an individual consumer, he/she should provide a copy of his/her National Identity Card or passport (DNI), or any equivalent official document, and his/her contact details (current address, telephone and e-mail). If the complainant was an entity, it should provide its business name, business address and the data of the attorney, in case the claimant uses one.

b) Complained company information: these data must be as detailed as possible; specially regarding the business name of the company against the complaint is being made.

c) Complained conduct identification: the complainant should provide as much detailed information as possible about the activity against which is complaining. The information about the infringement of the Ethical Code’s rules should be accurate and clear. This is especially important for the Technical Secretariat to be able to conduct the procedure properly.

d) Documentation and evidences: attached to the complaining form, the complainant should provide all documents and evidences that could support the pleadings.