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Suggestions, complaints and acknowledgements

YOUR DATA

SERVICE DETAILS

ORIGIN

DESTINATION

MESSAGE

SANIR expressly states its firm commitment to addressing and resolving any complaints and claims that may be submitted by our customers and users. To this end, we have a specific process in place, equipped with the most appropriate resources, which is currently undergoing certification in accordance with the UNE-ISO 10002:2018 standard.

The design of this process has focused on the user and is inspired by the following principles:

  • Ease of access to information and related activities.
  • Transparency, objectivity, integrity and confidentiality in the processing of information.
  • The process is completely free of charge.
  • Prompt response.

We have a qualified team available 24 hours a day to deal with your complaints, suggestions and claims.

In addition, the entire system is subject to control, monitoring and continuous improvement methods that ensure its effectiveness and ongoing adaptation to the needs and expectations of users.

At SANIR we are committed to:

  • Confirming receipt of your complaint within 24 hours for those communications submitted in person, by email or by telephone.
  • Resolving them within a maximum of 10 working days.

RECEPTION

You can submit your complaint or claim through the following channels:

  1. By telephone: Specific toll-free number with continuous service 91 6097758.
  2. Digitally: Online form and email atencionusuario@sanir.com.
  3. In person: Coordination Centre.
  4. On board: Official complaint books/forms in all vehicles. Notice sticker on vehicles, as required by the Autonomous Community.

Please try to provide us with the following information so that we can better process your request:

First and last names.
Email address, telephone number or other means of contact.

As much information as possible about the reason for your complaint.

INVESTIGATION AND RESOLUTION

Internally, at SANIR we launch an investigation into what happened in order to gather as much information as possible about the incident and its causes. The relevant managers will propose the best possible solution to your complaint.

At SANIR, we are committed to:

Confirming receipt of your complaint within 24 hours for those communications submitted in person, by email or by telephone.
Resolving them within a maximum of 10 working days.

During this time, you can check the status of your complaint whenever you wish:

either by replying directly to the confirmation email that has been sent to you;
or by calling 91 6097758 (local telephone number with no special charges), providing the reference number assigned to your complaint.

In addition, we will ask you about your satisfaction with the service you received and with the resolution of your complaint.

ANALYSIS AND IMPROVEMENT

At SANIR, we analyse our compliance with our commitments regarding deadlines and the quality of the service provided on a monthly basis, and we strive to continuously improve the process for our users.