Consumer complaint in Spain: reclamación and escalation
Write a reclamación to a company in Spain: what to include, the 15-day reply rule, hojas de reclamaciones, sector bodies, arbitration and Spanish examples.
Quick answer
A complaint (reclamación) is your written, dated request asking a company in Spain to fix a problem with goods, a service or a bill. Every business must accept complaints by post and answer within 15 days (art. 21.3 TRLGDCU); banks, insurers, telecom operators and airlines have one month. Ask for the reference code (clave identificativa) and a written receipt. If the answer is missing or unsatisfactory, turn to your local consumer office (OMIC), consumer arbitration if the company accepts it, or the sector body: the Banco de España, the insurance supervisor (DGSFP), the telecom users’ office (OAUT) or the aviation authority (AESA).
| Who it’s for | Consumers with a problem with goods, a service or a bill from a company in Spain |
| What to include | ID number, customer or contract number, facts, earlier contacts, the remedy, copies of evidence |
| Reply deadlines | 15 days in general (art. 21.3 TRLGDCU); banks, insurers, telecoms and airlines: one month |
| Escalation | OMIC or regional consumer authority, Junta Arbitral de Consumo, Banco de España, DGSFP, OAUT, AESA |
| How to send | Any channel the company lists; it must accept post (art. 21.3 TRLGDCU) |
| Common mistakes | Escalating too early, an insurer complaint not sent to its SAC, missing the one-year window |
This guide covers consumer complaints to companies in Spain and the bodies that deal with them. It is general information, not legal advice: deadlines depend on the sector and the size of the company. To end a subscription, see cancelling a contract in Spain; to demand money that is already due, see payment demands in Spain; for problems with a landlord, see tenant letters in Spain.
What to put in a reclamación
Address the letter to the company’s customer service (Servicio de Atención al Cliente, SAC), or to the customer ombudsman (Defensor del Cliente) of a bank or insurer. Give your full name, DNI, NIE or passport number, address, the customer, contract, order or invoice number, the dates and facts, earlier contacts with their reference numbers, and exactly what you want: a repair, a replacement, a corrected bill or a refund of a stated amount. Enclose copies, never originals. Write in Spanish or, in regions with a co-official language, in that language.
Under the consumer protection code (Real Decreto Legislativo 1/2007, TRLGDCU), every business must give you a reference code and a written receipt (art. 21.2 TRLGDCU) and answer within 15 days of the complaint being filed (art. 21.3 TRLGDCU, since 28 December 2025); the law does not say whether these are calendar or working days. Ley 10/2025 on customer services covers basic-service providers (energy, water, transport, post, telecoms, finance) and companies with at least 250 staff, more than €50 million turnover or a balance sheet above €43 million. For them, a complaint sent to the postal address they give, their registered office or the address on their website is valid (art. 7.3 Ley 10/2025). Their own deadlines, 15 working days and 5 days for billing complaints, apply in full from 28 December 2026.
Replace every placeholder and describe only what happened in your case. For a bank or insurer, keep the bracketed sentences naming the office concerned and stating that, as far as you know, the matter is not before a court or authority, and sign by hand.
A la atención del Servicio de Atención al Cliente [o del Defensor del Cliente]
Asunto: Reclamación — [número de cliente, contrato, pedido o factura]
Muy señores míos:
[Nombre y apellidos], con [DNI/NIE/pasaporte] n.º [número] y domicilio en [dirección], presento la siguiente reclamación en relación con [producto, servicio o factura] ([número de pedido, contrato o factura]).
El [fecha], [descripción breve y objetiva de los hechos]. Ya les comuniqué el problema el [fecha] por [canal] (número de referencia [número, si lo tiene]), sin que se haya resuelto.
Les solicito [petición concreta: por ejemplo, la reparación o sustitución del producto, la rectificación de la factura o el reembolso de [importe] euros]. Adjunto copia de [lista de documentos]. Con ello les propongo resolver esta cuestión de forma negociada antes de acudir a otras vías.
Conforme al artículo 21 del texto refundido de la Ley General para la Defensa de los Consumidores y Usuarios, aprobado por el Real Decreto Legislativo 1/2007, les ruego que me faciliten la clave identificativa y el justificante de esta reclamación y que me respondan por escrito, de forma motivada, en el plazo legal aplicable, que con carácter general es de quince días desde su presentación. [Solo para bancos y aseguradoras: Los hechos se produjeron en [oficina, departamento o servicio]. Declaro que no tengo conocimiento de que la materia objeto de esta reclamación esté siendo sustanciada a través de un procedimiento administrativo, arbitral o judicial.]
Si no recibo una respuesta satisfactoria, me reservo el derecho a acudir a [la Junta Arbitral de Consumo, la autoridad de consumo o el organismo sectorial competente] o a los tribunales.
Atentamente, [Nombre y apellidos] [Firma]
Hojas de reclamaciones and consumer offices
Shops and other establishments must offer an official complaint form (hoja de reclamaciones), regulated by each region. In Madrid, both sides fill in the form, the business keeps one copy and you send yours to the regional consumer authority, online or by post, ideally within one month; using it does not stop you complaining in any other way. Catalonia’s consumer code gives the same right (art. 126-9 Ley 22/2010) and sets its own one-month reply period (art. 211-4 Ley 22/2010), and how that interacts with the state 15-day rule is unsettled. If you are no longer in Spain, a letter to the company, then a complaint to the regional consumer authority or your OMIC (Oficina Municipal de Información al Consumidor), usually works better. These offices are free and can mediate, pass your case to arbitration or open sanction proceedings. Private sales between individuals and scams are not consumer cases: go to the police or the courts.
Reply deadlines and escalation by sector
| Sector | Company must reply | Next step if unresolved |
|---|---|---|
| Most goods and services | 15 days (art. 21.3 TRLGDCU) | OMIC or regional consumer authority; Junta Arbitral de Consumo |
| Phone and internet | One month | OAUT within three months; its decision binds the operator |
| Banks and payment services | One month; 15 working days for payment services | Banco de España after one month; its report is not binding |
| Insurance | One month; complaint to the SAC or Defensor | DGSFP after one month; its report is not binding |
| Air travel | One month | AESA within one year; its decision binds the airline |
| Electricity and gas | 15 days (15 working days from 28 December 2026) | OMIC or regional consumer authority; arbitration if accepted |
Banks and insurers must receive the complaint in writing, on paper or electronically, not by phone, with your ID number, the office concerned, a statement that you know of no administrative, arbitral or judicial proceedings on the matter, and your signature (art. 29 ter Ley 44/2002). Before going to the Banco de España (Departamento de Conducta de Entidades, C/ Alcalá 48, 28014 Madrid) or the DGSFP (Paseo de la Castellana 44, 28046 Madrid), you must show that complaint and wait one month or receive a rejection; the supervisor reports within 90 days, and the report is not binding (art. 30 Ley 44/2002). The DGSFP does not accept a complaint sent to the insurer in general rather than to its SAC or Defensor.
For phone and internet, the OAUT accepts complaints from individuals, the self-employed and microenterprises within three months of the operator’s reply or of the end of its one-month period and decides within six months, according to the OAUT; its decision binds the operator (art. 78 Ley 11/2022). A complaint does not stop the operator from collecting or suspending service for non-payment, so pay undisputed amounts. For a cancelled or delayed flight, claim from the airline within five years; after its reply or one month of silence, AESA decides free of charge within 90 days, and the decision binds the airline but not you (Orden TMA/201/2022). Baggage claims are excluded.
Consumer arbitration
Consumer arbitration (Sistema Arbitral de Consumo) has been governed by RD 713/2024 since 13 August 2024, replacing RD 231/2008. It is free and voluntary for the business: it takes part if it has joined the system, for example by displaying the “empresa adherida” logo, or if it accepts your case within 10 working days of being asked; otherwise the file is closed. The award (laudo) is issued within 90 calendar days, extendable once by 90, binds both sides and can be enforced like a judgment; afterwards the matter cannot go to court. Apply to the Junta Arbitral where you live or, if you live in another EU country, where the business is based, with its answer or proof that you tried to contact it at least a month earlier. An application more than one year after your complaint is refused. Other approved ADR bodies must accept a complaint once a month has passed without a reply and may refuse one filed more than a year after your complaint to the business (art. 18 Ley 7/2017).
If the company does not reply
Count the deadline from the date the company received your complaint. If it has passed, or the reply ignores your points, send a short reminder, then turn to the body for your sector. The reminder refers to your original reclamación and does not replace it, and escalation deadlines still run from the original.
Since 3 April 2025, a civil claim is admissible only after an attempt to settle (MASC, LO 1/2025). For a consumer suing a business, a prior written complaint left unanswered within the legal deadline, or answered unsatisfactorily, counts, as does an ADR or supervisor complaint (additional provision 7 LO 1/2025). If no written reply comes within 30 calendar days of receipt, the negotiation has failed, and you must sue within one year (arts. 10.4 and 7.3 LO 1/2025). The juicio verbal (simplified civil trial) covers claims up to €15,000, without a lawyer or procurador up to €2,000 (arts. 250.2, 23 and 31 LEC), and individuals pay no court fee. If the business is in another EU country, the European Consumer Centre in Spain (CEC) can help. The example invites negotiation so that it also documents your MASC attempt.
Asunto: Reclamación sin respuesta de [fecha] — [número de cliente, contrato o referencia]
Muy señores míos:
El [fecha] les presenté por [canal] una reclamación relativa a [asunto] (clave identificativa [número, si la tiene]). Adjunto copia de la reclamación y [justificante de envío o de entrega].
A día de hoy no he recibido respuesta. [O bien: Su respuesta de [fecha] no aborda [cuestión concreta].]
Les reitero mi petición de [petición concreta] y les ruego una respuesta escrita y motivada. Este escrito se refiere a mi reclamación de [fecha] y no la sustituye.
Asimismo, les invito a negociar una solución a esta controversia en el plazo de treinta días naturales desde la recepción de este escrito, a efectos de los artículos 5 y 10 de la Ley Orgánica 1/2025, de 2 de enero. En caso contrario, acudiré a [la Junta Arbitral de Consumo, la autoridad de consumo o el organismo sectorial competente] o a los tribunales.
Atentamente, [Nombre y apellidos] [Firma]
Post your letter and keep evidence
Upload your final PDF or write the letter in MaisonMail, and add copies of your evidence. Use the complaints address from your contract, invoice or the company’s website. The recipient address determines the destination; available services, estimated delivery and the final price appear before payment. The company must accept a postal complaint, and the 15 days run from when it receives it, so allow time for delivery. Filing the same text through the company’s online channel as well gets you a reference code quickly.
Escalation bodies, ADR entities and courts all ask for proof of your earlier complaint and its date. Tracking shows that an item arrived, not what the envelope contained. Where proof of content matters, for example before a court claim or if the company may deny receiving the letter, use a burofax with certificación de contenido (a Correos service that certifies the content and delivery of a letter) or a notarial demand in Spain: a standard or tracked letter is neither. Keep a copy of the exact letter and attachments.
Official sources
References used and links to the rules currently in force.
- Cómo realizar una reclamaciónBanco de España
- Reclamaciones de telefonía e internet (OAUT)Ministerio para la Transformación Digital y de la Función Pública
Information current as of the last verification date. This guide is informational and is not legal advice — for a complex situation, consult a qualified professional.
Frequently asked questions
How long does a Spanish company have to answer a complaint?
In general, 15 days from when the complaint is filed (art. 21.3 TRLGDCU, since 28 December 2025; it was one month before). Large companies and basic-service providers must answer within 15 working days, or 5 days for billing complaints, once Ley 10/2025 applies in full from 28 December 2026. Banks, insurers, telecom operators and airlines have one month, and escalation bodies usually expect you to wait a month.
What is a hoja de reclamaciones in Spain?
It is the official complaint form that shops and businesses must provide, regulated by each region. In Madrid, for example, the business keeps one copy and you send yours to the regional consumer authority, ideally within one month. Using the form does not stop you complaining in any other way, such as by letter.
Is consumer arbitration in Spain binding?
Yes, once both sides are in it. Arbitration through a Junta Arbitral de Consumo is free and voluntary for the business, which must have joined the system or accept your case; the award binds both sides and can be enforced like a judgment (RD 713/2024). You can apply after one month without a reply to your complaint and no later than one year after it.
Do I need to complain before suing a company in Spain?
Yes. Since 3 April 2025, a civil claim is admissible only after an attempt to settle (MASC, LO 1/2025). For a consumer suing a business, a prior written complaint that went unanswered within the legal deadline or got an unsatisfactory answer counts, as does an ADR or financial-supervisor complaint. Claims up to €2,000 can be brought without a lawyer, and individuals pay no court fee.
Related guides
- Cancel a contract in Spain: phone, internet and gymCancel a phone, internet, pay-TV, gym or streaming contract in Spain: the baja, permanencia penalties, the 14-day desistimiento and Spanish example letters.
- Payment demand in Spain: requerimiento de pagoAsk a debtor in Spain to pay: a reminder, a requerimiento de pago that meets the MASC negotiation step, interest in 2026, limitation and the monitorio.
- Tenant letters in Spain: notice, deposit and repairsWrite to a landlord in Spain: give notice to leave, reclaim your fianza with interest and ask for repairs, with the October 2026 changes and Spanish examples.
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