New law on customer service

Since 28 December 2025, Law 10/2025 of 26 December, regulating customer service, has been in force. However, the law establishes a 12-month period for companies required to comply to adapt their services, meaning that the obligations will be fully enforceable by the end of 2026.

The regulation is aimed at companies that provide basic services of general interest, such as utilities, transport, communications, among others, and large companies that sell goods or provide services to consumers in Spain, and only to those that exceed particular levels of turnover, annual balance sheet or workforce. It also applies to companies established outside Spain if they offer services to consumers in Spanish territory.

In 2026, companies required to comply with the regulation will have to review their customer service protocols and redesign them to adapt to the new regulations, ensuring effective, free, accessible, non-discriminatory, assessable and personalised service, integrating maximum response time requirements, ranging from 15 days to respond to queries or complaints to two hours for incidents affecting basic services—establish a complaints register to ensure traceability, implement accessible customer service channels, guarantee direct personal attention (not just automated systems), offer specific training for customer service staff, and retain evidence to meet the burden of proof of compliance.

This law will not apply to certain sectors that are subject to more specific supervision and regulations until its regulatory development is approved; this section would include financial, credit, insurance and energy companies.

In summary, Law 10/2025 is already in force and requires companies to come into line with its mandates during 2026. Such forward thinking will not only reduce legal and penalty risks, but will also strengthen internal governance and customer experience management in an increasingly digital environment.