Andorra Consumer Complaints Drop 3% to 1,656 in 2025, E-Commerce Leads

Andorra's Consumer Attention Service handled 1,656 complaints in 2025, a 3.15% decrease from the 1,710 recorded in 2024. The service resolved 912 cases, classified 381 as unfounded, reached no agreement in 41, and rejected 54. It continues to process 268 complaints and opened eight sanctioning proceedings, seven related to e-commerce.

E-commerce topped the list with 432 complaints—one in every four—down slightly from 446 in 2024 but up sharply from 291 that year and 98 in 2022. Transport issues ranked second with 220 cases, followed by ski resorts at 185, a steep fall from 354 in 2024 and close to 400 in 2023. Vehicle-related complaints rose to 154, nearly double the 86 from the prior year, while tourist accommodations held steady at 109, matching 2024 levels. Other categories included housing with 38 cases (up from 35), restaurants at 59 (22 more than before), and banking at 21, unchanged.

July led monthly complaints with 209, surpassing December (186) and January (181). This marked a shift from 2024, when January had 322, February 197, and July 185.

Key issues were poor service (nearly 16%), misleading information (about 12%), and refund failures (9.36%). Linguistic rights appeared in 1.57% of cases.

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

Nearly 94% of complaints came through the online form at comerc.ad, with about 3% near tourist offices, 3% in person, 1% by email, and three by post.

Data comes from the Commerce, Competition and Consumer Area in the Ministry of Tourism and Commerce.