Handling of queries and claims

At Correos, one of the most important tools we have to improve our service are the claims, incidents and queries from our customers. We must address them effectively in order to help customers resolve the subject of their request or complaint, and prevent further inconvenience in the future.

What is the difference between an incident, claim and a query?

Query a person asks us for information about a product or service offered by Correos. 

Complaint: a customer contacts Correos to inform us of a service problem that we need to solve.

Claim: one of our customers contacts Correos to register their dissatisfaction with one of our services or products. By means of a claim, the user may request compensation under the terms provided for in the guarantees of the products contracted.

Channels

We have the following channels to serve our customers:

  • Correos Website: Available 24 hours. Service hours from  Monday to Friday (excluding holidays): from 8 am to 8 pm. Saturdays : from 9 am to 1 pm.
  • Telephone: Service hours from  Monday to Friday (excluding holidays): from 8 am to 8 pm. Saturdays : from 9 am to 1 pm. 915 197 197 – 900 400 004
  • Social media
    • Facebook: Available 24 hours. Service hours from Monday to Friday (excluding holidays): from 9 am to 8 pm. 
    • X: Available 24 hours. Service hours from Monday to Friday (excluding holidays): from 9 am to 8 pm. 
    • Instagram: Available 24 hours. Service hours from Monday to Friday (excluding holidays): from 9 am to 8 pm.
  • Branches: Check our office hours.
  • Postal address: Available 24 hours a day. Service hours from Monday to Friday (excluding holidays): from 9 am to 8 pm. 

Response times

Claims for domestic shipments:

  • Latest response  time: 1 month
  • Indicative average term *: 10 days

Claims for international shipments  :

  • Latest response  time: 2 months**
  • Indicative average term *: 20 days

Complaints about Correos services:

  • Latest response  time: 1 month
  • Indicative average term *: 10 days

Queries:

  • Latest response  time: 20 days
  • Indicative average term *: 1 day.

Compensation deadlines

  • Deadline: 1 month from the resolution of the incident/claim
  • Indicative average term: 1 week, depending on the deadlines for compensation in the financial year.

(*) According to the average response time in the financial year
(**) According to country and UPU regulations

Process for handling claims or incidents

Registration. When a person registers a claim or complaint, Correos will generate a registration or case number for the follow-up of the request by all parties. 
Open / Assigned. Once the complaint or claim has been registered, the request will be placed in "open" status while it is assigned to the person in charge of resolving the request.
Investigation and analysis. All data is collected and the causes and circumstances of the complaint or claim are analysed. In addition, the reason and origin of the claim is studied to determine its admittance or rejection.
Resolution: The request sent by the client in their complaint or claim is resolved once what has happened has been clarified. Thanks to the above, the decision making process will be detailed. 
Closing. The customer will receive an explanation as to why a positive or negative decision has been made. If it is negative, the reason or reasons for the rejection of the complaint or claim will be explained.

If the resolution is negative, the customer will be informed and given an adequate explanation as to why the claim or incident has been rejected. If the resolution is positive, the necessary steps will be taken to solve the customer’s problem.

Remember that in some Correos products there are a series of covers and guarantees. Depending on the decision taken during the resolution, and taking into account the product or service affected, the customer may receive compensation or indemnification. These indemnities can always be consulted in Coverage and Guarantees.

Process for handling queries

Registration. When a person makes an enquiry, it is registered with a case number. 
Research and Analysis. The data necessary to resolve the query is collected. With the data collected, the customer’s questions are analysed and the best response is offered.
Response. The customer is provided with a response to their query.