RightNOW Spain

Consumer claims in Spain: rights, complaint and next step

EN consumer

If a company in Spain refuses, ignores messages or gives a generic reply, a written consumer complaint is the next step. Spanish law requires a response. Silence is not a valid answer.

Quick answer

Right to refund, repair, replacement or cancellation depending on the issue.
Written complaint triggers a response obligation. OMIC or arbitration if the company still does not reply.
Consumer arbitration is free and binding. No court needed if the company is registered.
Proof of sending your complaint is as important as the complaint itself.

NAVI

Tell us why the money should be returned

NAVI will prepare the refund demand.

Prepare your consumer complaint

NAVI will draft a written complaint with evidence, demand and deadline.

Draft complaint

Consumer rights and complaint routes

Written complaint to the company: specific demand, evidence, response deadline.
Official consumer complaint form (hoja de reclamaciones): official form at all businesses. Request it on the spot.
OMIC (municipal): free médiation between consumer and company.
Consumer arbitration: free, binding, no court needed.
Court: last resort if amount justifies it.

What to do first

Write to the company with specific demand, evidence and a 15 working day deadline.
Keep invoices, screenshots, emails and chat logs as evidence.
Request official consumer complaint form (hoja de reclamaciones) in person or submit written complaint by email.
No reply: escalate to OMIC or the consumer arbitration service.

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

Verbal complaint only: no record, no obligation to respond.
No proof of sending: company can deny receiving it.
Complaint without specific demand: company replies formally but does nothing.
The defect appeared outside the legal liability period, or the claim was made too late after the defect appeared.
Going to court without prior written complaint: weakens the position.

Company not responding or refused?

NAVI will open the OMIC or consumer arbitration route.

Escalate complaint

OMIC complaint in Spain: consumer claim steps Refund not received in Spain Company ignores your complaint 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.

Protection Plan · subscription

Need everyday protection, not just a one-off check?

Included: checks of Spanish documents, letters, requests and contracts before signing, Action Plans, consultation and sending your claims by burofax.

€29.90 / month VAT included. Open Protection Plan