Complaints and Claims
Muñecas Antonio Juan has a complaints and claims policy whose purpose is to establish guidelines for the management of complaints and suggestions, in order to reinforce our commitment to our customers and improve the quality of the work we do. The management of complaints and suggestions will allow us to identify areas for improvement and/or errors that may occur in our work.
Muñecas Antonio Juan has two priority areas that will help us fulfill our complaints and claims policy:
- Customer satisfaction: the management of claims must alleviate customer dissatisfaction and, in the best case, also strengthen their relationship with the company.
- Quality assurance: through claims management, customer feedback reaches the appropriate department, which uses it to improve the product or service.
Fundamental Principles
The company Muñecas Antonio Juan is committed to the proper management of complaints and claims and to seeking continuous improvement, based on the following principles:
- Respect: all persons who submit complaints and claims will be treated with respect, regardless of the reason for their complaint or claim. We also commit to maintaining the confidentiality of complaints submitted.
- Accessibility: communication and mechanisms for submitting complaints and suggestions will be facilitated, providing appropriate and simple channels for their submission.
- Prompt response: Muñecas Antonio Juan will process all suggestions and complaints as quickly as possible and will inform the person submitting the complaint about the status of the process and its resolution as promptly as possible.
- Continuous improvement: the management of complaints and suggestions is part of the continuous improvement process, contributing to improving our service and product.
Procedure
Submission Channels
Complaints and suggestions may be submitted through the following channels: postal mail, email, telephone, our website, and social media. In addition, as pioneers in the doll market, we have our own after-sales service: the Peque Clínica.
The Peque Clínica is an after-sales service available on our website where we help resolve quality issues, as well as those caused during play, providing solutions to customers and helping restore their doll to its original condition.
Complaint Management
- Registration: all complaints and suggestions received will be registered in writing—regardless of the submission channel—to ensure proper management, follow-up, resolution, and evaluation.
- Analysis and resolution: complaints and suggestions will be analyzed by the designated person, who will address and process their response or solution appropriately. In cases requiring detailed analysis, the responsible person will forward the information to the relevant departments to provide a better response or solution.
- Response: Muñecas Antonio Juan commits to contacting the person who submitted the complaint with its resolution within a maximum period of 15 business days from receipt, or to inform them of the progress made and the expected timeframe for resolution. If applicable, information will also be provided on the proposed corrective measures.
- Continuous improvement: all suggestions and complaints will be registered from receipt to resolution. This record will be used to conduct periodic monitoring of the types of complaints and the measures taken to resolve them or the improvement proposals applied, which will be forwarded to the quality department manager and management.
Muñecas Antonio Juan, SL
Onil, November 27, 2020
