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Customer care

Complaints

In compliance with Andalusian consumer regulations, we provide channels and the official complaints form.

How to submit a complaint

You can submit a complaint through any of these channels:

  1. Email: send it to hello@molinoycata.com with your full name, order number if applicable, a detailed description and the solution requested.
  2. Phone: call +34 858 236 100 during business hours.
  3. Post: write to Jeronimo Palacios & Associates, S.L., Calle Paz, 12, 18002 Granada, Spain.
  4. Official complaints form: download the Andalusian official form, complete it and email it to us.

Download PDF

Official complaints form

Official Junta de Andalucia form (Decree 82/2022, procedure code 2634).

Download PDF
  1. Download the form and complete your personal details.
  2. Email it to hello@molinoycata.com. We will acknowledge receipt, sign it and return two copies.
  3. We have 10 business days to answer with a proposed solution.
  4. If our response is not satisfactory, you may submit the administration copy to your local consumer office or to the Andalusian consumer authority.

Information to include

  • Full name, ID/passport number and address.
  • Description of the facts that motivate the complaint.
  • Order number or purchase reference, if applicable.
  • Requested solution.
  • Date and signature if submitted in writing.

Response times

We will acknowledge receipt within a maximum of 10 business days and provide a reasoned response within a maximum of 30 calendar days from receipt.

Consumer bodies

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

Jeronimo Palacios & Associates, S.L.
CIF: B19631183
Calle Paz, 12, 18002 Granada
hello@molinoycata.com