Complaint forms in Andalucía: what every shop and bar must have on the counter

Every business in Andalucía that sells goods or services to consumers must have official complaint forms (hojas de quejas y reclamaciones) available on the premises and must display a sign saying so. The rule is set by the Junta de Andalucía's consumer regulation (Decreto 472/2019) and applies to shops, bars, restaurants, hairdressers, gyms, workshops and more. The exceptions are few, mainly professionals already covered by their own complaint systems.

Three things are required. First, the forms themselves: the official Andalusian model, in triplicate (one copy for the customer, one for you, one for the administration). You can obtain them from the consumer office (OMIC) in Marbella or download the official model from the Junta's website and print it. Second, the sign: a notice in a visible place, in Spanish, with the official wording stating that complaint forms are available. The Junta publishes the exact text and a printable version. Third, the procedure: when a customer asks for a form, you must hand it over immediately, free of charge, without asking why. The customer fills it in, keeps their copy, and you keep yours. The customer (not you) submits it to the consumer authority within a month.

Since 2019 the Junta also allows an electronic version through its platform, which is convenient for businesses with no printer on site, but the sign is still compulsory.

What happens if you do not have them: the lack of forms or of the sign is an infraction in its own right, independent of whether a complaint was justified, and the fines start in the hundreds of euros. Inspections tend to come after a customer has complained to the OMIC that they were refused a form, so a calm "of course, here you are" is also the cheapest answer to an angry customer.