Social Security

The suggestions and complaints forms are there to record the quality improvement proposals and also people´s dissatisfaction with the services provided by the Social Security Administration.

Regulations

The basic regulations that govern the complaints and suggestion forms are stated in Royal Decree 951/2005, of 29 July, which sets out the general framework for quality improvement in the General State Administration (BOE 3/9 - |Corr. Err. 22/9).

Location

This page provides citizens with the electronic form for submitting suggestions and complaints. To use it you need to have an Electronic DNI or another recognised digital certificate included in the List of Accepted Certificates, as well as meet the remaining technical requirements and have your browser configured for the Use of Electronic Signature Features.

Also, if this certificate was not obtained from a Social Security office, the personal information on the digital certificate must match the information in the Social Security data base.

• Access the electronic suggestions and complaints form.

Complains and suggestions forms will be available to citizens at all the Social Security Offices and Support Centres open to the public, as well as the general registries and auxiliary offices for receiving or sending documents of the Central Services, Provincial Directorates and other regional departments of the Social Security bodies and organisations. They must be clearly signposted and in an accessible location so that citizens are able to locate and use them. This form, which is to be submitted to the indicated venues, can also be downloaded at the bottom of this page.

Methods of submission 

Suggestions and complaints can be submitted via the following methods:

• Online, through the available electronic form using the Electronic DNI or another accepted digital certificate.
• In person, by filling in the appropriate form, which can be found at the bottom of this page.
• By post, where the full name and address must be included so the corresponding copy and reply can be returned to you.

Reply

Once having received the form, the Responsible Department must inform the citizen within 20 working days. The expiry of this period may be stalled if the interested party is required, within a period of 10 working days, to provide the necessary clarifications for the correct processing of the suggestion or complaint.

If the deadline has passed and no reply has been received, the interested party can go to the General Service Inspection Office of the organisation where the suggestion or complaint was submitted, in order to discover the reasons behind the failure to reply and so that this Inspection Office can propose, where appropriate, that the competent bodies adopt the appropriate measures.

Observations

Under no circumstances will the complaints made be classed as appeals to the ordinary courts, nor will they stall the time periods set out in the applicable legislation.
Submitting a complaint does not determine, in any way, the exercising of other actions or rights that, in accordance with the regulations of each procedure, the interested parties included in the procedure may exercise.
The form for delivery in person included at the bottom of this page enables you to get as many blank copies as you require. You can then fill these in by hand or enter the necessary data and get the required number of copies (we recommend you get 4 so that one of them can be stamped in the submission office).

Document	File Download	Format	Size	Date
Complaints and Suggestions Form	| | | |	PDF	134 Kb	27/12/2011