Complaints and redress policy

Contact and record

Send the affected order/record and requested remedy to support@concilera.com; legal notices may use legal@concilera.com or Carrer Agricultura, 16, 1º, 9ª, 08320 El Masnou, Barcelona, Spain. Provide enough information to locate the issue, not passwords or full card/identity details. We acknowledge, assign an owner and provide a reasoned outcome under the applicable timeframe. A contractual target is not a statutory deadline extension.

Independent rights

Privacy complaints may be made to the competent supervisory authority, including Spain's AEPD and the ICO where UK law applies. Consumer complaints may use competent consumer authorities, available complaint forms and an applicable ADR body. We state an actual binding ADR commitment only where it exists. The former EU ODR platform is discontinued and is not a working submission route. Court, regulator and mandatory pre-action procedures remain available; internal support does not stop limitation periods.

Appeals and remedies

A human assesses a disputed suspension, adverse assessment or payment/refund outcome, gives reasons and considers relevant evidence. Correct errors and explain escalation; no promise of a favourable result. Spanish law governs subject to mandatory law. Barcelona courts are chosen for a business dispute only where that choice is legally valid. Consumers keep mandatory protections and courts, including those of habitual residence where applicable. Public procurement, professional and statutory exclusive jurisdiction prevail. No mandatory remedy or access to a regulator is waived.