My phone or internet provider will not solve my complaint: where can I go for free in Spain?
The Oficina de Atención al Usuario de Telecomunicaciones settles disputes with your operator for free. File online with a digital certificate or Cl@ve, or on the paper form; it has six months to decide, and the operator must comply (art. 78 Ley 11/2022).
If your provider does not solve your complaint, an independent body can look at it, usually free of charge for you. You normally have to complain to the provider first; how to file in Spain is below.
📜 The rules in Spain
The details
- The procedure is open to individuals, including the self-employed, and to micro-enterprises. It is free, operators must take part and comply with the decision, and the decision can be challenged in the administrative courts. (boe.es)
- The decision ends the administrative route: you can file an appeal for reconsideration within one month of receiving it, or go to the administrative courts within two months. (usuariosteleco.digital.gob.es)
- In its 2026–2029 service charter, the office commits to deciding the substance of each complaint within 150 calendar days of receiving it. (usuariosteleco.digital.gob.es)
- You can use consumer arbitration (Juntas Arbitrales de Consumo) instead if your operator accepts it. While an arbitration case is open, you cannot use the Oficina's procedure, unless it is closed without a decision on the merits or the parties withdraw. (boe.es)
Oficina de Atención al Usuario de Telecomunicaciones
Free out-of-court body for disputes with telecom operators. Its information line answers questions about your rights, Monday to Friday, 9:00 to 19:00 (peninsular time).
Juntas Arbitrales de Consumo
Consumer arbitration for individuals. Check on the consumer affairs ministry's website whether your operator has signed up to it.
Free dispute resolution
Oficina de Atención al Usuario de Telecomunicaciones · free
What to do first: Complain to your operator first; it must accept complaints by phone and give you a reference number. If it does not answer within one month, or you disagree with its answer, you can go to the Oficina.
Time limit: Within three months of the operator's answer or of the end of its one-month period. If you went to consumer arbitration in that time and the operator refused it, the three months start again.
🪜 Step by step
- Complain to the provider firstWrite down what went wrong, what you want and by when. Keep the complaint reference.
- Wait for the answerGive the provider the time the rules allow. Keep all emails, letters and chat logs.
- File with the dispute bodyUse its online form or address, and attach your complaint and the provider’s answer.
- Decide on the outcomeCheck whether the result is binding. If it is not, you can usually still go to court.
📇 Who to contact
❓ Questions
Does it cost anything?
For consumers it is usually free. The details for Spain are on this page.
Do I need a lawyer?
No. You can file yourself; the procedure is designed for consumers.
Does the provider have to take part?
That depends on the rules in Spain. Check the dispute body’s own page, linked here.
📎 Sources
- usuariosteleco.digital.gob.es →
- boe.es →
- usuariosteleco.digital.gob.es →
- usuariosteleco.digital.gob.es →
- usuariosteleco.digital.gob.es →
- consumo.gob.es →
- usuariosteleco.digital.gob.es →
- ocu.org →
🧭 Is this still correct?
We check this information carefully, but phone numbers, websites and rules change — and sometimes we get something wrong. Spotted a mistake or a change? Let us know below.
⚠️ Readers report that something here may have changed — we are checking it.
✅ Thank you — this keeps the page up to date for everyone.