The Government has announced the launch of a new online complaint form for members of the public wishing to submit formal complaints against businesses operating in or from Gibraltar. The new form has been incorporated into the Office of Fair Trading’s website (https://oft.gov.gi/complaints). 

The digital form will make it simpler for consumers to provide the information required to substantiate formal complaints against businesses, whilst at the same time standardising the way the OFT receives information. The new form is set to improve receipt of information from consumers, and put all consumers on an equal footing at the initial complaint stage. 

The new form is intended for use only after a consumer has attempted to resolve the issue directly with the business by submitting a formal complaint in writing and allowing the business a reasonable opportunity to respond. Consumers who remain unsatisfied following the business's response or who do not receive a response within a reasonable period, may then escalate the matter to the OFT using the form. 

Improving Efficiency and Clarity 

The introduction of the online complaint form is part of the OFT’s commitment to increasing efficiency and transparency in its consumer protection functions. By streamlining the complaint intake process, the OFT will be better positioned to: 

• Identify patterns of consumer harm more effectively;
• Allocate resources more efficiently;
• Provide timely responses to consumers; and
• Ensure that consents and evidence are obtained in one go from the outset.

How to Access the Form 

The online complaint form is now available on the OFT’s website at https://oft.gov.gi/complaints. The form also includes important information on the scope of the OFT’s remit and the need for consent to handle personal and complaint-related data. 

For General Consumer Enquiries 

Consumers who do not wish to submit a formal complaint but instead wish to report information about a business or seek guidance on a consumer-related matter can continue to contact the OFT by email at [email protected], by telephone on (+350) 20071700 or via WhatsApp on (+350) 56002998. Guidance on a wide range of consumer topics is also available on the OFT’s website. 

CEO to Business and the OFT, John Paul Fa, said: “The online form should make it easier for consumers to lodge complaints and for our Consumer Protection team to process them. Our team are dealing with complaints of increased complexity which require more in depth investigation. Moving to a digital form will provide for a more efficient use of resources and allow us to delve further into the detail of these complaints. The digital form also continues to promote the direct resolution of complaints between parties.” 

The Minister for Business, Gemma Arias–Vasquez said: “Consumer Protection is an important function of the OFT and I am therefore pleased to see the OFT making improvements in this area which aligns with our strategic goal on improving communication.”