How to complain
Use whichever way suits you. Tell us your booking reference if you have one, what happened and what you would like us to do. Photos help.
- Online, through the contact form: say that it is a complaint. The form gives you a complaint reference as soon as you send it.
- On WhatsApp: +34 613 990 243
Whichever way you use, your complaint is registered with a reference and the date by which we answer. Through the contact form, both appear on screen as soon as you send it.
For a complaint made any other way, we send them to you in writing, by e-mail or by post.
When we answer
We answer in writing within 15 days of receiving your complaint.
If we cannot settle your complaint, our answer says so in writing, names a body outside Melt that can deal with it, and says whether we will take part.
Official complaint forms
In the Balearic Islands you have the right to an official complaint form (hoja de reclamación, or full de reclamació in Catalan), free of charge:
- The technician who comes to your home must carry the forms and give you one if you ask.
- You can also ask us for one through the contact form; we must send it to you within 3 working days.
- Fill it in and give us our copy; then hand in the original, with any evidence you have, to the Balearic Government’s consumer affairs service, or the consumer information office (OMIC) of your town where there is one.
More about the forms: Consumer Portal of the Govern de les Illes Balears.
The official notice, as the law requires it on this website:
Hi ha fulls de reclamació o denúncia a disposició dels consumidors o usuaris.
Existen hojas de reclamación o denuncia a disposición de los consumidores o usuarios.
If we cannot settle it
We have not joined a consumer arbitration board. If we cannot settle your complaint you can still turn to the Junta Arbitral de Consum de les Illes Balears (the Balearic consumer arbitration board) or to another body competent to hear it; our written answer names one and says whether we will take part.
None of this stops you from going to court.