Complaints
At ExContainer we look after every detail of our service. If something has not gone the way you expected, whether with your order or with our support, we have set up a straightforward procedure so you can file your complaint without any hassle.
1. How to file a complaint
There are two ways to reach us: an email to contacto@excontainer.es or a call to +34 682 56 18 20. Either way, please give us your personal details, the order number and a detailed account of what happened.
Attaching documents or photographs that illustrate the issue speeds resolution considerably, so we encourage you to include them whenever you can.
2. Complaint forms
As consumer regulations require, ExContainer keeps official complaint forms available to consumers and users. Just ask for them through our contact channels and we will explain how to fill them in and submit them to the competent authority.
3. Response times
We confirm receipt of your complaint within a maximum of 48 business hours. From there, our team reviews the case and gives you a response or solution in a period that never exceeds one month from the date the complaint was filed.
4. Dispute resolution
If we cannot reach a satisfactory agreement, you may turn to the competent consumer protection bodies or use the European Commission's online dispute resolution platform, accessible at https://ec.europa.eu/consumers/odr.
