Complaints

How to complain

You can send us questions, complaints and claims about LevelPing, wherever you live. The form below is the same channel you use to sign up and subscribe: when you send it you will see your complaint's reference code on screen, and we will email you a receipt with its content and the date and time you made it.

We will reply in writing, in English, as soon as possible and at the latest within 15 calendar days of receiving your complaint.

Other ways to complain

• by email, to info@levelping.com;
• by phone, on +34 666 379 783 (no charge beyond a standard call; you will speak to a person);
• by post, to Juan Jesús Cobo Gómez, c/ Henry Dunant 2, 1º B, 23009 Jaén (Spain).

We will acknowledge these in writing too, by email, with a reference code, and reply within the same 15 calendar days.

Official complaint forms

Official complaint forms (hojas de quejas y reclamaciones) are available to you. They are the official forms of the Regional Government of Andalusia (Junta de Andalucía), where LevelPing's operator is based. You can submit them in two ways:

Online, in Hoj@, the Andalusian Government's electronic complaint form system: open our page in Hoj@ or scan the QR code on the poster below. We are listed under the operator's name, «Cobo Gómez Juan Jesús». To use it you need to sign up to Hoj@ (the «Ciudadanía» profile), be over 18 and identify yourself with an electronic certificate, Cl@ve PIN or another of the means it accepts. Your form reaches us directly and we reply in Hoj@ itself.

On paper or as a PDF:

1. Ask us for them by email at info@levelping.com, by phone on +34 666 379 783 or by post at the address above, and we will send them to you free of charge. You can also download them from www.consumoresponde.es.
2. Fill them in with your details, a description of the facts and what you are asking us for.
3. Submit them to us by email or by post, in a way that records that we received them and when. If you downloaded them yourself, send us all three copies.

We will reply in writing within 10 business days at most (not counting Saturdays, Sundays or public holidays) of receiving your form, and tell you whether we agree to settle the dispute through consumer mediation or arbitration. If we do not reply within that time or you disagree with our reply, you can refer the form to the authorities: from Hoj@ itself if you submitted it there; on paper, by sending the copy marked «para la Administración» to the municipal consumer information office (OMIC) where you live or, if there is none, to the territorial office of the Andalusian Government responsible for consumer affairs.

If we do not resolve your complaint

We are not a member of, or bound by any rule or code to use, any consumer alternative dispute resolution entity or the Spanish Consumer Arbitration System. If we do not resolve your complaint, our written reply will name at least one competent entity —for example, if you live in Spain, the consumer arbitration board of your region; in another country, a consumer alternative dispute resolution body of your country— and tell you whether we agree to take part in the procedure. You can also go to your local or regional consumer services (or the consumer authority of your country), or to the courts. The EU online dispute resolution platform shut down in July 2025, so it is no longer a route.