Basic principles for managing complaints and claims
 

At i-DE, we work for you, to meet your needs and expectations. Day by day, we strive to ensure you are as satisfied as possible. That is why we commit to complying with a set of commitments when addressing potential complaints and claims. Commitments that meet the legal and regulatory requirements established within the current regulatory framework:

•    Access to an open, simple and free complaints and claims management process, through direct customer service channels.  
•    We identify complaints or claims with a reference code, enabling customers to track the progress of the process at all times.
•    Throughout the management process, we use clear, courteous and consistent language, available in all the languages of the regions in which we operate.
•    We respond to and resolve all complaints and claims with agility.
•    We guide customers through every stage of the process. We remain receptive and demonstrate our commitment to being effective and efficient in handling all complaints and claims.
•    We handle each complaint or claim in a fair, objective, honest and impartial manner, through established management processes. We promote fair treatment with no form of discrimination.
•    We carry out actions to address the root causes of potential issues giving rise to complaints or claims. In this way, we prevent them from recurring in the future. To this end, we record the monitoring of the management process at all its stages.
•    We understand customer expectations and seek to exceed them in order to achieve greater satisfaction.
•    We guarantee the confidentiality of customers’ personal data, undertaking not to disclose it to third parties except with their consent, due to legal obligations, or in compliance with judicial or administrative rulings.
•    We apply standards of transparency, information and protection. We promote a preventive culture based on the principle of “zero tolerance” towards unlawful conduct and encourage ethical principles and responsible behaviour among all Group professionals and our customers.
•    We provide training to those who work directly with customers, to improve their skills and effectiveness and, consequently, the customer experience.
•    We plan, design, implement, maintain, review and continuously improve the complaints and claims management process, its resolution and the improvement processes implemented, fostering a culture of continuous improvement and excellence in management, with the aim of creating value for customers.
•    We have Quality Management Systems in place.
•    We encourage the implementation of innovations that add value for users and increase customer satisfaction.
•    We ensure the commitment of i-DE Management to the monitoring and continuous improvement of complaints and claims management processes.