How is a complaint processed?

Once the complaint form has been received, the Sindica will send a receipt to the person named on the form, telling them whether the complaint will be dealt with or not.

If the Sindica decides to deal with the complaint, after studying the case and the documentation attached, the service will investigate the case against the City Council to clarify the causes of the problem and the possible errors, if appropriate, and recommend, refer back to, or suggest solutions. In all cases, the person or entity affected will be sent a written communication of the decisions.

If the Sfndica decides not to deal with the complaint, the person or entity affected will be sent a written communication of this decision, and other possible ways of solving the problem, if appropriate.

The decisions of the Sindica cannot be modified or annulled by the Public Administration, nor are they open to appeal. The intervention of the Ombudsman service can encourage the Administration to revise its actions and detect possible errors, delays, omissions or non-fulfilment in dealing with or resolving the paperwork.