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Complaints and Suggestions

In accordance with Article 15 of Royal Decree 951/2005 of 29 July, the establishment of the general framework for quality improvement in State Administration, users can submit their complaints or suggestions either in person, by post or via electronic means (BOE-A-2005-14836).

Electronic Filing

In compliance with Article 10.3 of Law 11/2007, dated 22 June (BOE-A-2007-12352), on citizens' electronic access to public services and Article 3.2 e) of Royal Decree 1671/2009, dated 6 November (BOE-A-2009-18358), which partially governs said Law, this Electronic Office must guarantee access to the means available for submitting complaints or suggestions.

Complaints and suggestions submitted via email or the internet must be signed using the electronic signature of the interested party. Users will also receive confirmation of their submission via the means indicated in their complaint or suggestion.

The services for advising users on how to correctly use the electronic office shall not be considered means for formulating complaints or suggestions, notwithstanding their duty, where applicable, to attend to problems raised by citizens.

Complaints and Suggestions 

Submission in person or by post

The purpose of complaints and suggestions forms is to enable citizens to state the reasons they are unsatisfied with the services provided and also to reflect the initiatives introduced to improve the quality of the service.

Complaints and suggestions can be submitted in person, by completing the corresponding form, as well as by post, stating your name, surnames and address so that we can send you the corresponding copy and response.

Downloading the suggestions and complaints form

Where to send the form
Ministry of Economy and Competitiveness
Pº. de la Castellana, 162 - 28046 Madrid
Response

Once the form has been received, the corresponding Management Unit must inform the citizen within 20 working days. This deadline may be suspended in the event that the interested party is required, within ten working days, to provide any clarifications needed in order to process the complaint or suggestion correctly.

If the interested party does not receive a reply by the end of this period, they may contact the General Inspection of Services: Pº de la Castellana, 162. Planta 12ª,  28046-Madrid. (inspeccion.qs@mineco.es), to ascertain the reason why a response has not been sent and so the Inspection can ask the competent body to take the appropriate action.

Regulations

The basic regulations regulating complaint and suggestion forms are outlined in Royal Decree 951/2005, dated 29 July, which sets out the general framework for improving quality within the General State Administration (BOE-A-2005-14836 and correction BOE-A-2005-15638).

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