Spain's customer service law (Ley 10/2025)
Ley 10/2025, published on 27 December 2025, sets minimum quality standards for customer service. Covered companies have until 28 December 2026 to adapt.
Who it covers
Companies providing basic services of general interest in Spain (water, gas and electricity supply, passenger transport, postal services, electronic communications and financial services, the last two mainly under their own sector rules) and large companies.
Main requirements
- Telephone: 95% of calls answered within three minutes.
- Human attention: customer service cannot rely only on automated systems; customers can ask to be attended by a person.
- Complaints: answered within 15 working days, and within 5 for billing complaints, with an identifying reference for each case.
- Quality: an annual quality evaluation and an audit by an accredited body, published on the company website.
What we deliver
- Gap check — your channels, response times and AI chatbots against each requirement.
- Chatbot and voice-bot changes — human handover, AI disclosure under Article 50 and complaint references.
- Evidence dashboard — answer times, deadlines and complaint outcomes, exportable for the annual audit.
We prepare your systems and evidence; the audit itself is carried out by an accredited body.
Work with us
Describe your customer service channels through the contact page or WhatsApp.
The assessment
Company assessment
€99
One payment per company.
Get a specialist-reviewed AI inventory, system classifications, required notices and a prioritised action plan within 24–48h.
What you receive
- •AI inventory and system classifications
- •Article 50 duties by touchpoint
- •Recommended notice wording and placement
- •Evidence and documentation gaps
- •Prioritised actions and deadlines
- •Specialist review and follow-up questions
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