불만 처리 절차

HolaSpain

마지막 업데이트: 2026년 2월 12일.

1. Our Commitment

HolaSpain is committed to providing high-quality services across educational placement, insurance intermediation, group coordination, and related programme support. If you are dissatisfied with any aspect of our services, we take complaints seriously and aim to resolve them fairly, transparently, and within a reasonable timeframe.

2. Definition of a Complaint

A complaint is any expression of dissatisfaction, whether made verbally or in writing, regarding our services, administrative processes, customer support, insurance intermediation activities, or communication standards.

3. How to Submit a Complaint

Complaints should preferably be submitted in writing to allow for accurate review and documentation. Please send your complaint to: info@holaspain.agency. Your complaint should include your full name, booking reference (if applicable), a clear description of the issue, and any supporting documentation that may assist our review.

4. Acknowledgement

We aim to acknowledge receipt of your complaint within five (5) business days. The acknowledgement will confirm that your complaint is under review and may request further information if required.

5. Investigation Process

Each complaint is reviewed impartially by an appropriate member of staff who was not directly involved in the matter where possible. We may contact you for clarification or additional documentation. Our objective is to ensure that all relevant facts are considered before reaching a conclusion.

6. Response Timeframe

We aim to provide a written response within twenty (20) business days of receiving your complaint. If the matter requires additional investigation time, we will notify you of the reason for the delay and provide an updated timeframe.

7. Insurance-Related Complaints

If your complaint relates specifically to an insurance policy arranged through HolaSpain, our review will be limited to our role as intermediary. Claims decisions, coverage determinations, and policy interpretations remain solely the responsibility of the insurer. Where appropriate, we will assist you in contacting the insurer or direct you to their formal complaints procedure.

8. Escalation

If you remain dissatisfied after receiving our final response, you may be entitled to refer your complaint to the appropriate independent authority in Ireland.

Financial Services & Insurance Complaints

Eligible complaints relating to insurance intermediation may be referred to the Financial Services and Pensions Ombudsman (FSPO), Lincoln House, Lincoln Place, Dublin 2, D02 VH29, Ireland. Website: www.fspo.ie. The FSPO is an independent statutory body that investigates complaints against financial service providers operating in Ireland.

Data Protection Complaints

If your complaint concerns the processing of personal data, you may contact the Data Protection Commission (Ireland) at www.dataprotection.ie.

9. Third-Party Providers

Where a complaint relates primarily to services delivered directly by an educational institution, accommodation provider, sports club, transport operator, or insurer, HolaSpain may direct you to the relevant provider’s formal complaints process. As an intermediary, our ability to alter third-party decisions may be limited.

10. No Retaliation

Submitting a complaint will not affect your legal rights or your ability to access services provided by HolaSpain in the future.

11. Record Keeping

All complaints are recorded and retained in accordance with Irish regulatory requirements and applicable data protection legislation.

12. Governing Law

This Complaints Procedure is governed by the laws of Ireland, and any disputes shall be subject to the exclusive jurisdiction of the Irish courts.