All complaints received are registered in our computer systems and the customer may request information about them via any of the channels indicated. The process the complaint will undergo is as follows:
Open Your complaint has been entered on our system and is ready for processing to start.
In process We are working on your complaint. Sometimes it will be necessary to ask you for more information or documents, or we will have to contact your distributor or service provider in order to deal with it.
Closed Your complaint has been resolved. Notification of the result has already been sent to you.
IBERDROLA CLIENTES, S.A.U. is committed to replying to any complaint in as short a time as possible, taking no longer than one month from the date of receipt at our complaints centre. The reply?s purpose is to inform the customer of the actions that have been or will be taken to resolve the incident raised in the complaint. A reply does not necessarily mean that the incident has been resolved. This is because actions may often be required that take longer than the established time limit for replying.
We are also part of the arbitration system. You can consult all the information here
As a user and consumer, you have the right to withdraw from this contract within the next 14 calendar days without need for justification. The withdrawal period will expire 14 calendar days after formalising the contract. If you withdraw from the contract, the supply will not be interrupted if you reinstate the contract you had with your previous supplier for this supply point, provided you are the contract holder. If you were not the contract holder of the previous supply, the supply will be attended to by the corresponding retailer. If the supply is activated before you exercise your right to withdraw, provided you have agreed to this in the Contract, you will be billed for the energy actually consumed until the change of retailer takes effect without any extra costs or penalties. If any action has been taken in the field derived from the Contract (registration of the supply, changing voltage, etc.) these amounts will be applied by the retailer and you will be billed for these together with any energy consumed. To exercise your right to withdraw, you must notify IBERDROLA CLIENTES, S.A.U. with registered address at Plaza Euskadi 5, 48009 BILBAO, tel: 900 225 235, Fax 944 663 433 and email address email@example.com, of your intention by sending an unambiguous statement (for example, a letter sent by post, fax or email). You can use the withdrawal form provided below, although this is optional. You can also complete a copy of the form or send it, or another type of unambiguos statement, electronically through our website www.iberdrola.es. If you decide to use this method, we will acknowledge receipt of your withdrawal by reliable means (for example, by email) without delay. In order to comply with the withdrawal period, it is sufficient that you notify us that you are exercising your right before the end of the withdrawal period.