A year of growth in complaints
The year 2024 has witnessed a significant increase in complaints handled by the Andorran Consumer Service, with a total of 1,710 complaints. This figure represents an increase of 75 complaints compared to the previous year, 2023, which had already registered an increase compared to 2022.
Complaints management results
Of these 1,710 complaints, 1,022 have been resolved satisfactorily. However, 478 have been deemed inadmissible, 39 have not reached an agreement and 36 have been rejected. Currently, there are 135 complaints that are still being processed. In addition, the department has implemented three disciplinary proceedings this year.
Sectoral: E-commerce at the forefront
E-commerce is positioned as the sector with the most complaints, accumulating a total of 446 claims. This trend has grown dramatically, with an increase ranging from 98 complaints in 2022 to 291 in 2023, and continuing with an increase of 155 complaints in the last year.
Ski resorts: A decline in complaints
In contrast to e-commerce, ski resorts have experienced a decrease in complaints, going from almost 400 in 2023 to 354 in 2024. Data from 2022 showed 352 complaints in this sector.
Different sectors in figures
Housing complaints have fallen to 35, compared to 48 in 2023. In the transport sector, 131 complaints have been registered, 43 fewer than the previous year. The catering sector has seen 37 complaints, while in banking matters 21 have been catalogued, with a small increase compared to 2023. Public services have received 19 complaints, five more than in the previous year.
Claimants’ profile
Spanish citizens lead the ranking of complainants with 868 complaints, followed by Andorrans with 587, and the French with 148. The Portuguese occupy fourth position with 33 complaints. It is notable that the majority of complaints in the e-commerce and ski resort sectors come from people living outside the country.
Monthly trends
January was the most active month in terms of complaints, with a total of 322 complaints. On the other hand, May was the month with the fewest complaints, with only 74 registered.
Reflection on the future of claims
With the continued increase in complaints, it is essential that the Andorran Consumer Service considers strategies to improve its response and adaptability to consumer needs. The evolution of these data is a reflection of the change in consumption dynamics and the need for more effective regulation.