Customer service and complaints
Here it is, in plain words: how to contact us, how to file a complaint, how long we take to reply and who you can turn to if you're not satisfied.
We help you for free, 24 hours a day, on 900 525 523, on WhatsApp at 910 05 24 68 and by email at ac@floutel.com. We answer complaints within 15 working days at most.
1. Channels and hours
| Channel | Details | Hours | Cost |
|---|---|---|---|
| Phone | 900 525 523 | 24 h, every day | Free |
| 910 05 24 68 | 24 h, every day | Free | |
| ac@floutel.com | Always open | Free | |
| Postal mail | Carrer Era Esquerra 18, 08242 Manresa | — | — |
- We can help you in Catalan, Spanish or English, and we reply in the language you write to us in.
- Our virtual assistant answers first. If you ask, we'll put you through to a person on the team, who will introduce themselves at the start.
- If you have a disability or are an older person, call 900 525 523 and tell us: we will put you straight through to a member of the team, without the virtual assistant.
2. How to file a complaint
- Contact us through any of the channels above and tell us you want to file a complaint.
- We log it and reply within the times shown below.
- To find out how it is going, contact us through the same channel and we will tell you the status of your complaint.
You can also use the official complaint forms (hojas oficiales de reclamación/denuncia) of the Generalitat de Catalunya. Ask us for them through any channel.
3. Response times
- General complaints15 working days
- Service outages or faults48 hours
- Billing or incorrect charges15 working days
These are maximum response times.
4. If you're not satisfied with the response
Oficina de Atención al Usuario de Telecomunicaciones (Telecoms User Office)
A body of the Ministerio para la Transformación Digital y de la Función Pública (Spanish Ministry for Digital Transformation) that settles complaints between users and operators. usuariosteleco.gob.es
Agència Catalana del Consum (Catalan Consumer Agency) and municipal consumer offices (OMIC)
If you live in Catalonia, you can also contact them. consum.gencat.cat
Consumer arbitration
Floutel is not a member of the Consumer Arbitration System (Sistema Arbitral de Consumo). If you are not satisfied with our reply, you can contact the Oficina de Atención al Usuario de Telecomunicaciones.
