Andorra Consumer Complaints Drop 3% to 1,656 in 2025

Andorra's Consumer Attention Service recorded 1,656 complaints in 2025, marking a 3.15% decline from the 1,710 handled the previous year. Of these, 912 were resolved, 381 deemed unfounded, 41 saw no agreement reached, and 54 were rejected. The service processed 268 cases and initiated eight sanctioning proceedings, seven of which targeted e-commerce activities.

E-commerce emerged as the leading source of grievances, accounting for one in four complaints with 432 cases. Transport-related issues followed with 220 complaints. Ski resorts, typically the top category due to high customer volumes, saw a sharp drop to 185 complaints from 354 in 2024 and nearly 400 in 2023. Tourist accommodations drew 109 complaints, similar to the 108 recorded last year, while vehicle-related issues doubled to 154 from 86.

Shifts also appeared in peak complaint periods. July topped the list with 209 cases, ahead of December (186) and January (181). This contrasts with 2024, when January led with 322 complaints, followed by February (197) and July (185).

Common reasons included deficient service (nearly 16%), incorrect information (around 12%), and failures to refund payments (9.36%). Linguistic rights featured in 1.57% of cases.

Complainants were split almost evenly: 783 (47.28%) from Andorran residents and 873 (52.72%) from visitors, predominantly Spaniards (680) and French nationals (108).

Most complaints—94%—arrived via the online form on comerc.ad, with nearly 3% submitted near tourist offices. In-person filings at the service made up 3%, email 1%, and postal mail just three cases.

These figures come from the Commerce, Competition and Consumer Area within the Ministry of Tourism and Commerce.