RightNOW Spain

Company ignores your complaint in Spain

EN consumer

When a company in Spain ignores written complaints, you have escalation options: official consumer complaint form (hoja de reclamaciones), OMIC, consumer arbitration and small claims court. The key is to document each step and keep escalating.

Quick answer

After 15 working days with no reply: your complaint is formally unanswered. Escalate.
OMIC: free médiation. File your complaint with your town hall consumer office.
Consumer arbitration: free and binding if the company is registered in the system.
Small claims: no lawyer needed for amounts under 2000 euros.

NAVI

Tell us why the money should be returned

NAVI will prepare the refund demand.

Escalate your consumer complaint

NAVI will open the OMIC, arbitration or court route based on your situation.

Escalate my complaint

Evidence needed to escalate a consumer complaint

Your original written complaint: date, content and proof of sending.
Proof of no reply: email thread, read receipt showing no response.
Invoice, order confirmation and any evidence of the problem.
Your specific demand: amount, refund, repair or cancellation.
Company full name, address and any previous responses.

What to do first

Send a second written demand via a different channel: email and postal letter.
File a official consumer complaint form (hoja de reclamaciones) at the company if there is a physical location.
If still ignored: file with OMIC at your town hall with copies of all correspondence.
For arbitration: check the consumer arbitration register to confirm the company is registered.

Documents and evidence

Invoice, receipt or order confirmation.
Photos, screenshots, emails, chat logs and tracking.
Terms, warranty, cancellation proof and payment record.

Deadlines and risk

No record of prior demand: OMIC and arbitration require evidence you tried first.
Demand too vague: state exact amount and action required.
Company registered in another country: standard Spanish consumer routes may not apply.
Product bought over 3 years ago: warranty rights expired. Civil claim may still exist.
Accepting a partial résolution in writing: can limit further claims.

Already tried OMIC and still no résolution?

Tell NAVI. Consumer arbitration or small claims court with your full evidence.

Take the next step

Consumer claims in Spain: rights, complaint and next step OMIC complaint in Spain: consumer claim steps Refund not received in Spain Certified Letter (Burofax) for a refund claim in Spain Consumer disputes Burofax

Information only, not legal advice. Public authorities, courts, banks and companies make their own decisions.

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