Complaints form

Customer Service

In compliance with Decree 472/2019 of the Regional Government of Andalusia, we make the electronic complaints form available to you.

How to file a complaint

You can file a complaint through any of the following channels:

  1. Email: send your complaint to hello@molinoycata.com indicating your full name, order number if applicable, description of the facts, and requested solution.
  2. Telephone: call us at +34 858 236 100 during business hours.
  3. Postal mail: send your complaint in writing to Jeronimo Palacios & Associates, S.L., C. Paz, 12, Centro, 18002 Granada, Spain.
  4. Official complaints form: download the official form of the Regional Government of Andalusia, complete your details, and send it to us by email.

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Official Complaints and Grievances Form

Official form of the Regional Government of Andalusia (Decree 82/2022, procedure code 2634).

Download PDF

  1. Download the form and fill in your personal details.
  2. Send it to us by email at hello@molinoycata.com. We will acknowledge receipt, sign it, and return two copies to you.
  3. We have 10 business days to respond with a proposed solution.
  4. If you are not satisfied with our response, you can submit the copy for the Administration to the OMIC in your municipality or to the Consumer Department of the Regional Government of Andalusia.

Information to include

  • The complainant's full name, DNI/NIE, and address.
  • Description of the facts giving rise to the complaint.
  • Order number or purchase reference, if applicable.
  • Requested solution or claim.
  • Date and signature if submitted in writing.

Response times

We undertake to acknowledge receipt of your complaint within a maximum of 10 business days and to provide you with a reasoned response within a maximum of 30 calendar days from receipt.

Consumer organizations

If you are not satisfied with our response, you can contact the Municipal Office of Consumer Information (OMIC), the Consumer Arbitration Board of the Regional Government of Andalusia, or Consumo Responde (900 21 50 80).

Jeronimo Palacios & Associates, S.L.
Tax ID: B19631183
C. Paz, 12, Centro, 18002 Granada, Spain
hello@molinoycata.com