{"id":270310,"date":"2026-03-22T18:46:42","date_gmt":"2026-03-22T23:46:42","guid":{"rendered":"https:\/\/langcom.org\/?page_id=270310"},"modified":"2026-03-22T21:14:56","modified_gmt":"2026-03-23T02:14:56","slug":"libro-de-reclamaciones","status":"publish","type":"page","link":"https:\/\/langcom.edu.pe\/en\/libro-de-reclamaciones\/","title":{"rendered":"Libro de Reclamaciones"},"content":{"rendered":"<div class=\"et_pb_section_0 et_pb_section et_section_regular et_flex_section\">\n<div class=\"et_pb_row_0 et_pb_row et_flex_row\">\n<div class=\"et_pb_column_0 et_pb_column et-last-child et_flex_column et_pb_css_mix_blend_mode_passthrough et_flex_column_24_24 et_flex_column_24_24_tablet et_flex_column_24_24_phone\">\n<div class=\"et_pb_code_0 et_pb_code et_pb_module\"><div class=\"et_pb_code_inner\">    <div id=\"lrv-wrapper\">\n\n        <div class=\"lrv-header\">\n            <div class=\"lrv-seal\">\n                <svg viewBox=\"0 0 100 100\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n                    <circle cx=\"50\" cy=\"50\" r=\"48\" fill=\"#c0392b\" stroke=\"#fff\" stroke-width=\"2\"\/>\n                    <circle cx=\"50\" cy=\"50\" r=\"40\" fill=\"none\" stroke=\"rgba(255,255,255,.5)\" stroke-width=\"1\"\/>\n                    <rect x=\"18\" y=\"34\" width=\"64\" height=\"7\" rx=\"2\" fill=\"#fff\"\/>\n                    <rect x=\"22\" y=\"44\" width=\"56\" height=\"4\" rx=\"1\" fill=\"rgba(255,255,255,.7)\"\/>\n                    <rect x=\"22\" y=\"51\" width=\"40\" height=\"4\" rx=\"1\" fill=\"rgba(255,255,255,.7)\"\/>\n                    <rect x=\"22\" y=\"58\" width=\"50\" height=\"4\" rx=\"1\" fill=\"rgba(255,255,255,.7)\"\/>\n                    <rect x=\"22\" y=\"65\" width=\"33\" height=\"4\" rx=\"1\" fill=\"rgba(255,255,255,.7)\"\/>\n                    <text x=\"50\" y=\"30\" text-anchor=\"middle\" fill=\"#fff\" font-family=\"Arial,sans-serif\" font-size=\"8\" font-weight=\"bold\">LIBRO DE<\/text>\n                    <text x=\"50\" y=\"39.5\" text-anchor=\"middle\" fill=\"#c0392b\" font-family=\"Arial,sans-serif\" font-size=\"7\" font-weight=\"bold\">RECLAMACIONES<\/text>\n                <\/svg>\n            <\/div>\n            <div class=\"lrv-header-text\">\n                <h2>LIBRO DE RECLAMACIONES VIRTUAL<\/h2>\n                <p>Conforme al C\u00f3digo de Protecci\u00f3n y Defensa del Consumidor \u2013 Ley N\u00b0 29571<\/p>\n                <p style=\"font-size:.78rem;opacity:.75;margin-top:4px;\">El proveedor deber\u00e1 dar respuesta en un plazo no mayor de 30 d\u00edas calendario.<\/p>\n            <\/div>\n        <\/div>\n\n        <div class=\"lrv-aviso\">\n            <strong>AVISO LEGAL:<\/strong> La formulaci\u00f3n de un reclamo no impide acudir a otras v\u00edas de soluci\u00f3n de controversias ni es requisito previo para interponer una denuncia ante el INDECOPI. El proveedor tiene un plazo de <strong>30 d\u00edas calendario<\/strong> para dar respuesta. INDECOPI: <strong>224-7777 (Lima) | 0-800-4-4040 (gratuito desde provincias)<\/strong>.\n        <\/div>\n\n        <div id=\"lrv-form-wrap\" class=\"lrv-card\">\n            <div id=\"lrv-error-msg\" class=\"lrv-msg error\"><\/div>\n\n            <form id=\"lrv-form\" method=\"post\" novalidate>\n\n                <!-- HONEYPOT: hidden from humans, bots fill it and get silently rejected -->\n                <div class=\"lrv-hp\" aria-hidden=\"true\">\n                    <label for=\"lrv_website\">No completar<\/label>\n                    <input type=\"text\" id=\"lrv_website\" name=\"lrv_website\" tabindex=\"-1\" autocomplete=\"off\" value=\"\">\n                <\/div>\n\n                <!-- 1. Datos del proveedor -->\n                <div class=\"lrv-section-title\">\n                    <svg fill=\"none\" viewBox=\"0 0 24 24\" stroke=\"currentColor\"><path stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"2\" d=\"M19 21V5a2 2 0 00-2-2H7a2 2 0 00-2 2v16m14 0h2m-2 0h-5m-9 0H3m2 0h5M9 7h1m-1 4h1m4-4h1m-1 4h1m-2 8v-4a1 1 0 011-1h2a1 1 0 011 1v4m-6 0h4\"\/><\/svg>\n                    1. Datos del Proveedor\n                <\/div>\n                <div class=\"lrv-proveedor-box\">\n                    <strong>Raz\u00f3n Social:<\/strong> Asociaci\u00f3n Educativa, T\u00e9cnica y Tecnol\u00f3gica Langcom &nbsp;|&nbsp;\n                    <strong>RUC:<\/strong> 20xxxxxxxxxx &nbsp;|&nbsp;\n                    <strong>Direcci\u00f3n:<\/strong> Jr. V\u00edctor Cordero 826, Bel\u00e9n, Huaraz, Ancash, Per\u00fa &nbsp;|&nbsp;\n                    <strong>Web:<\/strong> https:\/\/langcom.edu.pe                <\/div>\n\n                <!-- 2. Datos del consumidor -->\n                <div class=\"lrv-section-title\">\n                    <svg fill=\"none\" viewBox=\"0 0 24 24\" stroke=\"currentColor\"><path stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"2\" d=\"M16 7a4 4 0 11-8 0 4 4 0 018 0zM12 14a7 7 0 00-7 7h14a7 7 0 00-7-7z\"\/><\/svg>\n                    2. Datos del Consumidor \/ Reclamante\n                <\/div>\n                <div class=\"lrv-grid-2\">\n                    <div class=\"lrv-field\">\n                        <label for=\"lrv_nombres\">Nombres <span class=\"req\">*<\/span><\/label>\n                        <input type=\"text\" id=\"lrv_nombres\" name=\"nombres\" placeholder=\"Sus nombres\" required maxlength=\"100\">\n                    <\/div>\n                    <div class=\"lrv-field\">\n                        <label for=\"lrv_apellidos\">Apellidos <span class=\"req\">*<\/span><\/label>\n                        <input type=\"text\" id=\"lrv_apellidos\" name=\"apellidos\" placeholder=\"Sus apellidos\" required maxlength=\"100\">\n                    <\/div>\n                <\/div>\n                <div class=\"lrv-grid-3\" style=\"margin-top:16px\">\n                    <div class=\"lrv-field\">\n                        <label for=\"lrv_tipo_doc\">Tipo de documento <span class=\"req\">*<\/span><\/label>\n                        <select id=\"lrv_tipo_doc\" name=\"tipo_doc\" required>\n                            <option value=\"\">Seleccione\u2026<\/option>\n                            <option value=\"DNI\">DNI<\/option>\n                            <option value=\"CE\">Carn\u00e9 de Extranjer\u00eda<\/option>\n                            <option value=\"Pasaporte\">Pasaporte<\/option>\n                            <option value=\"RUC\">RUC<\/option>\n                        <\/select>\n                    <\/div>\n                    <div class=\"lrv-field\">\n                        <label for=\"lrv_num_doc\">N\u00b0 de documento <span class=\"req\">*<\/span><\/label>\n                        <input type=\"text\" id=\"lrv_num_doc\" name=\"num_doc\" placeholder=\"N\u00famero\" required maxlength=\"20\">\n                    <\/div>\n                    <div class=\"lrv-field\">\n                        <label for=\"lrv_telefono\">Tel\u00e9fono \/ Celular <span class=\"req\">*<\/span><\/label>\n                        <input type=\"tel\" id=\"lrv_telefono\" name=\"telefono\" placeholder=\"Ej. 999 123 456\" required maxlength=\"25\">\n                    <\/div>\n                <\/div>\n                <div class=\"lrv-grid-2\" style=\"margin-top:16px\">\n                    <div class=\"lrv-field\">\n                        <label for=\"lrv_email\">Correo electr\u00f3nico <span class=\"req\">*<\/span><\/label>\n                        <input type=\"email\" id=\"lrv_email\" name=\"email\" placeholder=\"correo@ejemplo.com\" required maxlength=\"120\">\n                        <span class=\"lrv-hint\">Recibir\u00e1 la confirmaci\u00f3n en este correo<\/span>\n                    <\/div>\n                    <div class=\"lrv-field\">\n                        <label for=\"lrv_domicilio\">Domicilio <span class=\"req\">*<\/span><\/label>\n                        <input type=\"text\" id=\"lrv_domicilio\" name=\"domicilio\" placeholder=\"Direcci\u00f3n, ciudad, departamento\" required maxlength=\"250\">\n                    <\/div>\n                <\/div>\n\n                <!-- 3. Bien contratado -->\n                <div class=\"lrv-section-title\">\n                    <svg fill=\"none\" viewBox=\"0 0 24 24\" stroke=\"currentColor\"><path stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"2\" d=\"M20 7l-8-4-8 4m16 0l-8 4m8-4v10l-8 4m0-10L4 7m8 4v10M4 7v10l8 4\"\/><\/svg>\n                    3. Identificaci\u00f3n del Bien Contratado\n                <\/div>\n                <div class=\"lrv-grid-3\">\n                    <div class=\"lrv-field\">\n                        <label for=\"lrv_tipo_bien\">Tipo <span class=\"req\">*<\/span><\/label>\n                        <select id=\"lrv_tipo_bien\" name=\"tipo_bien\" required>\n                            <option value=\"\">Seleccione\u2026<\/option>\n                            <option value=\"Servicio\">Servicio<\/option>\n                            <option value=\"Producto\">Producto<\/option>\n                        <\/select>\n                    <\/div>\n                    <div class=\"lrv-field\">\n                        <label for=\"lrv_monto\">Monto reclamado (S\/.)<\/label>\n                        <input type=\"number\" id=\"lrv_monto\" name=\"monto\" placeholder=\"0.00\" min=\"0\" step=\"0.01\">\n                    <\/div>\n                    <div class=\"lrv-field\">\n                        <label for=\"lrv_num_pedido\">N\u00b0 de pedido \/ contrato<\/label>\n                        <input type=\"text\" id=\"lrv_num_pedido\" name=\"num_pedido\" placeholder=\"Opcional\" maxlength=\"80\">\n                    <\/div>\n                <\/div>\n                <div class=\"lrv-field\" style=\"margin-top:16px\">\n                    <label for=\"lrv_desc_bien\">Descripci\u00f3n del bien o servicio contratado <span class=\"req\">*<\/span><\/label>\n                    <textarea id=\"lrv_desc_bien\" name=\"desc_bien\" placeholder=\"Describa el producto o servicio contratado\u2026\" required><\/textarea>\n                <\/div>\n\n                <!-- 4. Tipo de reclamo -->\n                <div class=\"lrv-section-title\">\n                    <svg fill=\"none\" viewBox=\"0 0 24 24\" stroke=\"currentColor\"><path stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"2\" d=\"M12 9v2m0 4h.01m-6.938 4h13.856c1.54 0 2.502-1.667 1.732-3L13.732 4c-.77-1.333-2.694-1.333-3.464 0L3.34 16c-.77 1.333.192 3 1.732 3z\"\/><\/svg>\n                    4. Tipo de Reclamo\n                <\/div>\n                <div class=\"lrv-radio-group\">\n                    <label class=\"lrv-radio-option\">\n                        <input type=\"radio\" name=\"tipo_reclamo\" value=\"reclamo\" required>\n                        <span class=\"lrv-radio-dot\"><\/span>\n                        <span class=\"lrv-radio-text\">\n                            <strong>\ud83d\udd34 Reclamo<\/strong>\n                            <small>Disconformidad relacionada con los productos o servicios (calidad, idoneidad, precio, etc.).<\/small>\n                        <\/span>\n                    <\/label>\n                    <label class=\"lrv-radio-option\">\n                        <input type=\"radio\" name=\"tipo_reclamo\" value=\"queja\" required>\n                        <span class=\"lrv-radio-dot\"><\/span>\n                        <span class=\"lrv-radio-text\">\n                            <strong>\ud83d\udfe0 Queja<\/strong>\n                            <small>Malestar o descontento respecto a la atenci\u00f3n al usuario, sin afectar directamente al bien o servicio.<\/small>\n                        <\/span>\n                    <\/label>\n                <\/div>\n\n                <!-- 5. Detalle -->\n                <div class=\"lrv-section-title\">\n                    <svg fill=\"none\" viewBox=\"0 0 24 24\" stroke=\"currentColor\"><path stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"2\" d=\"M9 12h6m-6 4h6m2 5H7a2 2 0 01-2-2V5a2 2 0 012-2h5.586a1 1 0 01.707.293l5.414 5.414a1 1 0 01.293.707V19a2 2 0 01-2 2z\"\/><\/svg>\n                    5. Detalle del Reclamo \/ Queja\n                <\/div>\n                <div class=\"lrv-field\">\n                    <label for=\"lrv_detalle\">Descripci\u00f3n detallada <span class=\"req\">*<\/span><\/label>\n                    <textarea id=\"lrv_detalle\" name=\"detalle\" rows=\"6\" placeholder=\"Describa con detalle el hecho que motiva su reclamo o queja, indicando fecha en que ocurri\u00f3\u2026\" required><\/textarea>\n                <\/div>\n                <div class=\"lrv-field\" style=\"margin-top:16px\">\n                    <label for=\"lrv_pedido\">Pedido del consumidor <span class=\"req\">*<\/span><\/label>\n                    <textarea id=\"lrv_pedido\" name=\"pedido\" rows=\"3\" placeholder=\"Indique qu\u00e9 soluci\u00f3n o acci\u00f3n espera por parte del proveedor\u2026\" required><\/textarea>\n                <\/div>\n\n                <!-- 6. Firma electr\u00f3nica -->\n                <div class=\"lrv-section-title\" style=\"margin-top:28px\">\n                    <svg fill=\"none\" viewBox=\"0 0 24 24\" stroke=\"currentColor\"><path stroke-linecap=\"round\" stroke-linejoin=\"round\" stroke-width=\"2\" d=\"M15.232 5.232l3.536 3.536m-2.036-5.036a2.5 2.5 0 113.536 3.536L6.5 21.036H3v-3.572L16.732 3.732z\"\/><\/svg>\n                    6. Firma Electr\u00f3nica\n                <\/div>\n                <div class=\"lrv-firma\" id=\"lrv-firma-wrap\">\n                    <input type=\"checkbox\" id=\"lrv_firma\" name=\"firma\" value=\"1\" required>\n                    <label for=\"lrv_firma\">\n                        Declaro que la informaci\u00f3n proporcionada es ver\u00eddica y correcta, y que soy mayor de edad. Acepto que Asociaci\u00f3n Educativa, T\u00e9cnica y Tecnol\u00f3gica Langcom utilice mis datos de contacto \u00fanicamente para dar respuesta a la presente reclamaci\u00f3n, conforme a la <strong>Ley N\u00b0 29733 \u2013 Ley de Protecci\u00f3n de Datos Personales<\/strong>. Entiendo que la presentaci\u00f3n de este reclamo no constituye una denuncia ante el INDECOPI.\n                    <\/label>\n                <\/div>\n\n                <div class=\"lrv-submit-wrap\">\n                    <button type=\"submit\" class=\"lrv-btn-submit\">\ud83d\udce9 &nbsp;Enviar Reclamo \/ Queja<\/button>\n                    <p style=\"font-size:.77rem;color:#888;margin-top:10px;\">Su reclamo quedar\u00e1 registrado y recibir\u00e1 un n\u00famero de seguimiento por correo electr\u00f3nico.<\/p>\n                <\/div>\n\n            <\/form>\n        <\/div>\n\n        <!-- Success receipt -->\n        <div id=\"lrv-receipt\" class=\"lrv-receipt\">\n            <div class=\"lrv-receipt-icon\">\u2705<\/div>\n            <h3>\u00a1Reclamo registrado exitosamente!<\/h3>\n            <p>Su n\u00famero de reclamo es:<\/p>\n            <div class=\"lrv-nr\" id=\"lrv-receipt-number\">\u2014<\/div>\n            <p>Hemos enviado una confirmaci\u00f3n a <strong id=\"lrv-receipt-email\"><\/strong><\/p>\n            <p style=\"margin-top:16px;color:#777;\">\n                El proveedor tiene un plazo de <strong>30 d\u00edas calendario<\/strong> para dar respuesta.<br>\n                Guarde su n\u00famero de reclamo para hacer seguimiento.\n            <\/p>\n            <p style=\"margin-top:12px;font-size:.8rem;color:#aaa;\">\n                Si no recibe respuesta en el plazo indicado, puede acudir al <strong>INDECOPI<\/strong><br>\n                Tel. 224-7777 (Lima) \/ 0-800-4-4040 (provincias, gratuito)\n            <\/p>\n        <\/div>\n\n    <\/div>\n    <\/div><\/div>\n\n<div class=\"et_pb_text_0 et_pb_text et_pb_bg_layout_light et_pb_module et_flex_module\"><div class=\"et_pb_text_inner\"><h6 _ngcontent-urf-c39=\"\" class=\"title-notas\">Notas:<\/h6>\n<ul _ngcontent-urf-c39=\"\">\n<li _ngcontent-urf-c39=\"\">Este contenido cumple con lo dispuesto en el art\u00edculo 5 del Decreto Supremo N.\u00ba 011-2011-PCM, Reglamento del Libro de Reclamaciones, que establece el contenido m\u00ednimo obligatorio de las Hojas de Reclamaciones.<\/li>\n<li _ngcontent-urf-c39=\"\">El proveedor debe dar respuesta al reclamo o queja en un plazo no mayor a quince (30) d\u00edas h\u00e1biles, el cual es improrrogable.<\/li>\n<li _ngcontent-urf-c39=\"\">La respuesta al presente reclamo o queja ser\u00e1 brindada mediante comunicaci\u00f3n electr\u00f3nica enviada a la direcci\u00f3n que usted ha consignado en la presente Hoja de Reclamaci\u00f3n.<\/li>\n<li _ngcontent-urf-c39=\"\">En caso de que usted desee que la respuesta le sea enviada a su domicilio deber\u00e1 expresarlo en el detalle del reclamo o queja.<\/li>\n<li _ngcontent-urf-c39=\"\">Se le informa que los datos personales que brinde a trav\u00e9s del presente formulario ser\u00e1n utilizados de manera exclusiva para atender el reclamo o queja que registre en el libro de reclamaciones.<\/li>\n<li _ngcontent-urf-c39=\"\">(*) Campos obligatorios<\/li>\n<\/ul>\n<\/div><\/div>\n<\/div>\n<\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"bwfblock_default_font":"","footnotes":""},"class_list":["post-270310","page","type-page","status-publish","hentry"],"dsm_author":{"name":"Ra\u00fal Magui\u00f1a","avatar_url":"https:\/\/cdn.langcom.org\/wp-content\/uploads\/2025\/12\/05230615\/303384a9f021d0f1af05a5f3e1bfaa0b.png","archive_link":"https:\/\/langcom.edu.pe\/en\/author\/langcom\/","biodata":"Ra\u00fal Magui\u00f1a is the Founder and Academic Director of Langcom Academy, an Authorized Cambridge English Preparation Centre and DELE Examination Centre. Over more than 16 years, he has taught students from over 25 countries, coaching candidates to success in Cambridge, IELTS, TOEFL, DELE, SIELE, and Michigan certifications. A certified Cambridge English Speaking Examiner with C2-level mastery credentials (ECPE), he combines rigorous international standards with a warm, fluency-first approach through Langcom's Blended method."},"dsm_categories":[],"dsm_attachment_categories":[],"dsm_featured_image":null,"dsm_comment_count":0,"_links":{"self":[{"href":"https:\/\/langcom.edu.pe\/en\/wp-json\/wp\/v2\/pages\/270310","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/langcom.edu.pe\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/langcom.edu.pe\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/langcom.edu.pe\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/langcom.edu.pe\/en\/wp-json\/wp\/v2\/comments?post=270310"}],"version-history":[{"count":0,"href":"https:\/\/langcom.edu.pe\/en\/wp-json\/wp\/v2\/pages\/270310\/revisions"}],"wp:attachment":[{"href":"https:\/\/langcom.edu.pe\/en\/wp-json\/wp\/v2\/media?parent=270310"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}