Complaints & Customer Service
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We want to hear from you when something goes wrong, and to put it right quickly. This page explains how to contact us, how we handle complaints, and what you can do if you are not satisfied with our answer. It reflects the Spanish consumer-protection law (Royal Legislative Decree 1/2007, TRLGDCU) and the Consumer Code of Catalonia (Law 22/2010).
1. How to contact us
Channel | Details |
|---|---|
In your account | The Help section of the Movello platform |
Post | MOVELLO, S.L., Carrer de Floridablanca, 68, 08015 Barcelona, Spain |
Our customer service is free of charge and provided by people. You can always ask to speak to a person.
Languages. You can contact us in English, Spanish or Catalan. Under the Consumer Code of Catalonia, you have the right to be attended in either official language of Catalonia.
2. How we handle complaints
Acknowledgement. When you submit a complaint, we send you an acknowledgement with a reference number so you can follow it up, and record the date and time we received it. You can ask for written proof of your complaint at any time.
Investigation. We look into every point you raise.
Response. We reply as soon as possible and in any case within one month of receiving your complaint, with a reasoned answer to each point — never a generic reply.
If we cannot resolve it, our response tells you which alternative dispute-resolution options are available to you (section 4).
Complaints about the legal advice given by a lawyer are handled by that lawyer, who is responsible for it. We will pass your complaint on to them if you ask us to, and you may also contact their Bar Association.
3. Official complaint forms (Catalonia)
If you are a consumer, you have the right to submit a complaint using the official complaint form of the Generalitat de Catalunya (full oficial de queixa, reclamació i denúncia), under Decree 98/2014, of 8 July. Ask us at [email protected] and we will provide it to you, or you can obtain and submit it electronically through the Catalan Consumer Agency at consum.gencat.cat.
4. If you are not satisfied
If our response does not resolve your complaint, you may contact:
Barcelona Municipal Consumer Information Office (Oficina Municipal d'Informació al Consumidor, OMIC) — ajuntament.barcelona.cat/omic
Catalan Consumer Agency (Agència Catalana del Consum) — consum.gencat.cat
Consumer Arbitration Board of Catalonia (Junta Arbitral de Consum de Catalunya) — Movello is not currently adhered to an arbitration scheme; we will tell you, in our response, whether we accept arbitration for your complaint.
If your complaint concerns how we process your personal data, you may also contact our Data Protection Officer at [email protected], or the Spanish Data Protection Agency (www.aepd.es).
Out-of-court settlement and the courts. Before bringing a claim before the Spanish courts, Organic Law 1/2025 requires an attempt at an out-of-court settlement. If you are a consumer, a written complaint to us satisfies that requirement. You can always go to court; see section 21 of our Terms of Service.
