Complaints and official complaint forms

> Courtesy translation. This English version is provided for information purposes only. In the event of any discrepancy or dispute, the Spanish version (Reclamaciones) shall prevail for all legal purposes.

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  • meta_title: Complaints | VTC chauffeur service in Madrid
  • meta_description: How to file a complaint about our VTC service in Madrid: electronic form, official complaint forms, response deadline and consumer redress channels.
  • slug_en: complaints
  • Indexing: index, follow. Permanent link in the footer of every page of the site.

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1. Your right to complain

If something did not go as you expected — punctuality, the vehicle, the way you were treated, the amount invoiced or any other aspect of the service — you may file a complaint with Efrain Alcocer. We handle every complaint, whichever channel it reaches us through.

Efrain Alcocer provides licensed private-hire passenger transport in Madrid and the Region of Madrid. This page exists to give you a clear, free and traceable way to complain, as required by the municipal ordinance applicable to the VTC service in Madrid.

2. How to file a complaint

a) Electronic complaint form (recommended)

The form at the end of this page is the electronic channel provided for in Article 14.1 of Madrid City Council's VTC ordinance. When you submit it:

  • Your complaint is sent to Efrain Alcocer, the holder of the authorisation.
  • It is also forwarded to the competent consumer affairs body of the Region of Madrid and to Madrid City Council, as required by the ordinance.
  • If you give us an email address, you automatically receive a copy of the complaint as filed, with its date and time of registration.

Filing a complaint is free of charge and requires no prior step.

b) Other channels

  • Email: hola@reservan.es
  • Telephone: +34 614 266 485
  • WhatsApp: +34 614 266 485
  • Post: Efrain Alcocer, Calle de las Moras 18, 28032 Madrid

We recommend the electronic form because it leaves a registered record of the submission and its date, and by itself triggers the forwarding to the competent authorities.

3. Official complaint forms (hojas de reclamaciones)

Regardless of the above, Efrain Alcocer holds the official complaint forms of the Region of Madrid (hojas oficiales de reclamaciones), available to any user who asks for them.

  • They are available on board every vehicle and at the company's address (Calle de las Moras 18, 28032 Madrid).
  • They are handed over immediately and free of charge, with no need to give a reason and with no condition attached.
  • You keep one copy, the company keeps another, and the third may be submitted to the consumer affairs authority.
  • Refusing to provide them is an administrative offence.

[Format in which the official forms are provided — paper on board, digital version, or both — and their exact location in the vehicle: to be confirmed with the client and their legal adviser.]

4. What to include

So that we can resolve matters quickly, please tell us, to the extent that you have it:

  • Your full name and contact details.
  • Date, time and route of the service (origin and destination).
  • Booking reference or quote confirmation, if you have one.
  • Vehicle registration plate or the chauffeur's name, if you remember them.
  • A description of what happened and what you are asking for.
  • Supporting documents (invoice, screenshots of the conversation, photographs).

None of the above is essential for your complaint to be accepted: if you cannot recall something, file the complaint anyway.

5. Response deadline

We will acknowledge receipt of your complaint immediately and give you a reasoned reply within a maximum of one month from receipt.

If our reply does not satisfy you, or if the deadline passes without one, the redress channels described in sections 6 and 7 remain open to you.

6. Consumer arbitration

[OPTION A — IF THE CLIENT ADHERES] Efrain Alcocer adheres to the Consumer Arbitration System (Sistema Arbitral de Consumo) and agrees to submit disputes with service users to the Consumer Arbitration Board of the Region of Madrid. [Adherence number / official mark: to be confirmed with the client.]

[OPTION B — IF THE CLIENT DOES NOT ADHERE] Efrain Alcocer does not adhere to the Consumer Arbitration System. This does not prevent you from taking your complaint to the consumer affairs authority or from using the channels listed in section 7.

> [THE CLIENT MUST CHOOSE A OR B BEFORE PUBLICATION. Do not publish this page with both options visible.]

7. Other redress channels

Filing a complaint with us never prevents you from also approaching:

  • The competent consumer affairs body of the Region of Madrid. [Exact address and electronic office: to be confirmed by the legal adviser before publishing.]
  • The Municipal Consumer Information Office (OMIC) of Madrid City Council.
  • The Transport Arbitration Board of the Region of Madrid (Junta Arbitral del Transporte), for disputes arising from the transport contract. [Applicable scope and monetary threshold: to be verified by the legal adviser — arts. 37 and 38 LOTT.]
  • The courts with competent jurisdiction.

8. Data protection

The data you provide through this page is processed in order to handle and answer your complaint and to forward it to the competent authorities, in compliance with a legal obligation. Recipients, retention periods and how to exercise your rights of access, rectification, erasure, objection, restriction and portability are set out in our Privacy policy.

9. Complaint form

  • Full name (required)
  • Email address (recommended — it is the requirement for you to receive an automatic copy of your complaint)
  • Telephone (optional)
  • Date of service (optional)
  • Origin and destination (optional)
  • Booking reference (optional)
  • Vehicle registration plate or chauffeur's name (optional)
  • Description of what happened (required)
  • What you are asking for (optional)
  • Supporting documents (optional)
  • Required checkbox: I have read and accept the Privacy policy.
  • Button: File complaint

Microcopy under the button: Your complaint will be registered with its date and time. It will be forwarded to Efrain Alcocer, to the competent consumer affairs body of the Region of Madrid and to Madrid City Council. If you give us an email address, you will automatically receive a copy.

10. Contact

  • Company: Efrain Alcocer · Tax ID (NIF) 02725021G
  • Address: Calle de las Moras 18, 28032 Madrid
  • Email: hola@reservan.es
  • Telephone: +34 614 266 485

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Last updated: [publication date — to be completed before going live].

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