Consumer Protection
Preventing a complaint costs less than defending against a fine.
Every sale, contract or promotion aimed at the public creates obligations toward consumers. We help companies comply with them in their daily operations and defend them when a complaint becomes a proceeding before INDECOPI.
Most consumer-law penalties stem from avoidable details: incomplete information, a poorly managed Complaints Book, an unfair clause or a late response. We review your contracts, terms and conditions, communications and customer service processes to fix these points before they become liabilities.
When a complaint has already been filed, we analyze the file, the evidence and the settlement options. We represent the company throughout the proceeding, from the response to the appeal, with the aim of reducing exposure to fines, corrective measures and reputational damage.
Our Consumer Protection practice includes:
- Defense in proceedings: responses, hearings, motions and appeals before INDECOPI.
- Complaints and settlements: strategic handling of complaints to resolve them before they escalate.
- Compliance review: processes, customer information and the Complaints Book.
- Contracts and terms and conditions: consumer-facing documents, including e-commerce.
- Inspections: support before and during inspections by the authority.
- Training: practical training for sales and customer service teams.
When might you need us?
- You received an INDECOPI notice about a consumer complaint.
- You received a fine or corrective measure you consider unfair.
- You receive frequent complaints and want to reduce them.
- You are launching an online store, a promotion or a new consumer service.
- You need to review your terms and conditions, return policies or customer contracts.
- INDECOPI announced or started an inspection of your company.
Need advice in this area?
Deadlines to respond to INDECOPI are short. Write to us and we will review your case right away.
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