Complaints service

You may file your complaint by email at complaints@fesnorix.com or in writing to Fesnorix Digital Infrastructure, Paseo de Recoletos 10, 28001 Madrid, Spain.

• Contact details and, if available, contract or service number.
• Affected service and the date of the event.
• Detailed description of the reason for the complaint.
• Supporting documentation (invoices, screenshots, prior communications).
• The specific outcome you are requesting.

We acknowledge receipt within a maximum of 48 working hours, assigning a reference number. The resolution is communicated in writing within one month of receipt, in line with article 21.4 of Royal Legislative Decree 1/2007 (Spanish Consumer Protection Act) for consumer complaints.

Consumers and users may request the official complaint forms of the Community of Madrid at complaints@fesnorix.com, or file them directly with the competent consumer authorities.

If you disagree with the answer received, you may turn to the Consumer Arbitration Boards, the Directorate-General for Trade and Consumer Affairs of the Community of Madrid or, for electronic communications services, the Telecommunications User Service Office of the competent Ministry, within the legally established deadlines.

The data provided will be processed solely to handle and resolve the complaint, as described in the Privacy Policy. You may exercise your rights at privacy@fesnorix.com.