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Suggestions, Complaints and Commendations

Your opinion matters to us! We are strongly committed to you. That is why we would like to know your opinion, so we can continue to improve. We promise to uphold the confidentiality of the complaints and feedback that we receive. We do, however, reserve the right to consult with third parties when necessary to resolve them. Complaints and feedback policy

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* We recommend that you provide your name, surname and a way of contacting you. We accept anonymous suggestions, complaints and compliments, but will not be able to provide a personalised response and may not be able to carry out the necessary investigations.

Frequently asked questions

What will you do with my complaint, suggestion or commendation?
We commit to replying to you within 15 days of receiving your message or to report on the progress to date and the time frame for a response or resolution.

What if I do not agree with the response?
If you do not agree with the resolution of the suggestion, complaint or commendation or the response received, you will have the opportunity to appeal so that the process is reviewed. The appeal must be presented in writing. Acknowledgement of receipt of the petition will be made within 5 days and the Foundation is committed to managing the appeal and informing all parties involved of the resolution reached as soon as possible.

How do you protect my personal information?
In compliance with the requirements of the European Data Protection Regulation 679/2016, and the Spanish Organic Law 3/2018 of December 5 on Protection of Personal Data, we are committed to maintaining the confidentiality of the complaints and suggestions we receive. However, if we consider it is necessary, we reserve the right to consult third parties in order to resolve them. There is more information about how we manage the suggestions, complaints and commendations in our Complaints and Suggestions Policy, and more information about data processing in our Privacy Policy.


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