Complaints book

Consumer support

Complaints book

In accordance with Peru’s Consumer Protection and Defence Code, which requires every business to keep a complaints book (Libro de Reclamaciones). File your complaint and you will receive a reference to check where it stands.

You do not need an account
And that is not a convenience we are offering: the law forbids requiring registration to file a complaint. Fill in the form and that is it.
Time to reply
Fifteen working days, with no extension, counted from the working day after you file. It is set by article 24 of the Consumer Protection Code (Law 29571) as amended by Law 31435 in 2022. It only pauses, for up to five more working days, if we formally offer you a settlement (S.D. 101-2022-PCM). We try to answer well before that, but that is the deadline you can hold us to.
If we do not resolve it
You can go to INDECOPI, Peru’s consumer protection authority. Its official contact details are further down this page. This complaint form does not replace your right to complain to that authority or to go to court, and filing a complaint here is not a formal report and does not by itself start any sanctioning procedure.

Type

ComplaintCOMPLAINT (reclamo): you are not satisfied with the product or service you received. For example, the system does not do what the quote said.GrievanceGRIEVANCE (queja): your issue is with how you were treated, not with the product. For example, a week has gone by with nobody answering you.

Full name

Document type

Document number

8 dígitos

Email address

This is where we will send the reference and our reply.

Phone

Pick your country and type the number. Optional, but we reply faster this way.

Address

I am a minor and my parent or guardian is acting on my behalf

What happened

What happened, when, and who you spoke to if you spoke to anyone.

What you are asking for

What you expect us to do to put it right.

Consumer protection authority

How to take it to INDECOPI

INDECOPI is the Peruvian authority that enforces the Consumer Protection and Defence Code. You can go to it at any time, including while your complaint is still open with us. These are its official support channels.

Phone in Lima
(01) 224-7777
Consumer support line.
Toll-free from other regions
0-800-4-4040
Free of charge from elsewhere in Peru.
Email
consumidor@indecopi.gob.pe
Complaints online
reclamavirtual.indecopi.gob.pe
Official platform for filing a complaint over the internet.
Consumer portal
www.consumidor.gob.pe
Information on your rights and the status of your cases.
Head office
Calle De la Prosa 104, San Borja, Lima
Open Monday to Friday, 8:30 to 16:30.

If you would rather go in person and you are not in Lima, look up the INDECOPI office that covers your area in its official directory. We do not publish a regional address here that we have not been able to verify.

INDECOPI office directory

These details belong to INDECOPI, not to us, and are taken from its official channels. If any of them has changed, the office directory and the consumer portal are always the authoritative source.