Suggestions and complaints

The suggestions and complaints forms are used to gather suggestions on how to improve service quality and also to enable citizens to express their dissatisfaction with the services provided by the Social Security Administration.

Regulations

The basic regulations governing the forms for complaints and suggestions are contained in Regulation (EU) 2016/679 and in Organic Law 3/2018 of 5  December on the Personal Data protection and Guarantee of Digital Rights).

Location

On this page, citizens will find the online form which should be used to send any suggestions and complaints. The service may only be accessed by means of an Electronic DNI or another digital certificate (physical individual/ legal person or entity) included in the list of accepted certificates, as well as meeting all the othertechnical requirements and with the browser configured for the use of digital signature functions.

In addition, if this certificate has not been obtained in a Social Security office, the identification data of the digital certificate (individual/legal person or entity) should match those held in the Social Security database.


There are also suggestions and complaints forms available to citizens in all the Social Security Offices and Assistance Centres open to the public, and in the general and auxiliary registers which receive and issue documents of Central Services, Provincial Offices and other peripheral units of Social Security Bodies and Entities. The availability of these forms will be clearly and visibly advertised and they will be kept in an accessible location to ensure citizens are able to find them and use them. The form is also available to download at the bottom of this page, to be submitted at the above mentioned offices.

Submission methods

Suggestions and complaints can be presented in the following ways:

  • Online through the electronic form available, using the Electronic DNI or another accepted digital certificate (individual/legal person or entity).
  • In person, by completing the corresponding form which can be found at the bottom of this page.
  • By post, clearly indicating your full name and address, so you can be sent the corresponding copy and reply.

Response

Once the form has been received, the Relevant Unit will send a response to the citizen within 20 working days. This time period may be suspended in the event that the interested party is required to provide, within a period of 10 working days, any clarifications needed to correctly process the suggestion or complaint.

If the interested party does not receive a response by the deadline, they can contact the General Inspection of Services Unit of the Organisation where they sent their suggestion or complaint in order to find out the reason they have not received a reply and so the Inspection unit can ensure the competent bodies take appropriate action.


Comments

Under no circumstances will the complaints made be classed as appeals to the ordinary courts or 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 the regulations of each procedure, the interested parties included in the procedure may exercise.
In the form for submitting it in person at the end of this page, you can get as many blank copies as you need to be filled in by hand, or enter the necessary details and instantly get as many copies as you want (it is recommended that you get 4 copies so one can be stamped in the submission office).

En la siguiente tabla podrá descargarse los siguientes Documentos.
Documentos Download Fecha
Complaints and Suggestions Form Descargar documento Complaints and Suggestions Form. The document will open in a new window.(PDF,60 KB) 13/12/2019
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