Procedures we follow after receiving a complaint

The procedure the Síndic follows when we receive a complaint is established under Ley 11/1988, de 26 de diciembre, which regulates this Institution and consists, basically, of three steps:

1. ACKNOWLEDGE RECEIPT: it is the first writing we send to the citizen after receiving his/her complaint. We send it in a maximum of five days after receiving it. In this communication, we inform the citizen that we have receive his/her writing and the reference number assigned to the complaint.
2. LEAVE TO PROCEED: once we have studied the writing of complaint, if we consider that it meets the requirements stated in our Ley Reguladora (Regulatory Law) and it exists an administrative action that may have violated the citizens’ fundamental rights, we give notice of the complaint’s admission. On the contrary, if we find that there is no irregular public action that justifies the intervention of this Institution, we explain to the citizen in writing, the reasons why his/her complaint cannot be admitted and we inform him/her about the ways to solve his/her problem. The decision about the admission of the complaint will be taken in a maximum of 15 days from its receipt.
3. REQUEST OF REPORT TO THE ADMINISTRATION AND TRANSFER FOR PLEADINGS: once we have decided to give leave to the complaint, we address to the Administration involved and we ask them to report about the facts stated in the complaint. When we receive their report, we will send it to the citizen in order to make the pleadings he/she may consider.
4. DECISION: our investigation ends up with a writing informing citizens of our conclusions and the recommendations or suggestions that we have made to the body of the affected Administration. This decision is adopted in a maximum of one-month period since the end of the investigation.

The intervention of the Síndic ends up once the Administration informs us about the acceptance of our recommendations or the reasons of their denial.

While your complaint is being processed you can call whenever you want to our Citizen’s Advice Office in order to ask about the situation of your file (free telephone number (+34) 900 21 09 70)