Do you know what to do if a business in Spain provides you with poor service or low-quality products?
If you find that you have been misled or treated badly, the Spanish legal system provides you with a formal mechanism to express your dissatisfaction. The "hojas de reclamaciones" are a tool that empowers consumers, and every business here is legally required to provide them.
What Are "Hoja de Reclamaciones" and Why Do They Matter?
The "hoja de reclamaciones" is an official consumer complaint form regulated by Spanish consumer protection laws.
This form gives you a legal way to voice your complaint, especially if informal negotiation with the business fails.
When completed, the form is submitted to the local Consumer Information Office, which investigates and can mediate the dispute. Businesses are required to respond and cooperate with the authorities once they receive a complaint.
Who Must Have “Hojas de Reclamaciones”?
Every business that offers goods or services to the public is obligated to have complaint forms available. They must also display a sign stating “Existen hojas de reclamaciones a disposición del consumidor o usuario” – which means “Complaint forms are available for consumers.”
In case you were wondering: yes, we do have "hojas de reclamaciones" in our offices. If you ever feel that you need one, just ask us.
What Happens When You Fill in a "Hoja de Reclamaciones"?
Once you have filled in the complaint form – which comes in triplicate – you keep one copy, the business keeps another, and the third one is for the authorities.
You will need to submit your copy to the local Consumer Office (Oficina Municipal de Información al Consumidor), usually located at the Town Hall (Ayuntamiento) or a nearby administrative office.
From there, the consumer authority will begin an investigation. They will review both sides of the story, request documentation if necessary, and may propose mediation or issue a resolution. The process is not instant – it can take a few weeks or months – but it is taken seriously, and many businesses will prefer to settle the issue before it escalates.
What Happens If They Do Not Have "Hoja de Reclamaciones"?
If you ask for a complaint form and the business refuses to provide it, that is a serious offence. Here is what you should do:
- Insist politely. Remind them it is a legal requirement.
- Call the local police (Policía Local). They are empowered to enforce this regulation.
- Take note of the details. Get the name, address, and any proof of the refusal – it will help later.
A business that refuses to provide the form can face fines from local consumer authorities, especially if it is a repeated offence.
If you live in Spain or are here for holidays, it is worth remembering this handy tool. The "hoja de reclamaciones" is a way to make your voice heard and ensure fair treatment.
You can find more information about the complaint process in Murcia here
If you need help navigating a dispute with a business in Murcia or the south of Alicante and do not know how to proceed, contact us – we will be glad to assist you. Having a local solicitor by your side and knowing your rights will make your life in Spain far less stressful.
