YMMV on a response time from Iberia via email (even the IB Gold/Platinum emails don't respond particularly quickly), but this is generally the form they ask everyone to use in the first instance if you're an IB+ member, it goes to an inbox where they're then sorted for importance and/or status. (When I've emailed the Oro email at [email protected] directly in the past, they've often still pointed me back at the form, which I've always ignored.)

The general complaints form is here for non-IB+ members. I don't believe there's a dedicated email address for non-IB+ members.