The much-awaited Law 10/2025 on Customer Service finally entered into force  on December 28, 2025, right in the middle of the Christmas holidays.

We will all notice the changes it introduces -both companies and consumers- over the next 12 months, which is the adaptation period for the new requirements.

This regulation does not apply to all types of companies, but rather to those that provide basic services of general interest, specifically, supplies (water, gas, electricity), air, rail, road transport, etc., communications, postal services, and financial services.

It will also apply to companies or groups of companies that sell goods or provide services in Spain and have more than 250 employees, an annual turnover exceeding 50 million euros, or an annual balance sheet exceeding 43 million euros.

Among the most significant new features, we highlight the following:

• The customer service must be free of charge, effective, universally accessible, inclusive, non-discriminatory, and assessable.

• Companies must allow customers to submit enquiries, complaints, claims, or incidents through the same channel by which the contractual relationship was initiated, as well as, at least, by postal mail, telephone, and an electronic communication medium.

• The exclusive use of answering machines or similar devices as the sole means of customer service is prohibited.

• At the customer’s request, when an enquiry or complaint is made by telephone or electronically, the company must guarantee personalized attention through the options available to the client in their main menu of the telephone channel. That is, the customer will have the right to speak directly with a live operator who will respond in real time and must identify themselves at the beginning of the conversation.

• Personalized assistance must be provided as soon as possible after the customer’s request and should be within less than three minutes of the customer’s request.

• Companies must ensure that their customer service departments have the appropriate human, material, technical, and organizational resources to fulfil their functions. The staff providing the service must have suitable training.

• Regardless of the method used to file an enquiry, complaint, claim or incident, when requested by the customer, the company must provide a receipt.

• The customer service department must always be clearly identified and differentiated from other company activities, so that the customer can clearly recognize that this service is specifically intended to resolve enquiries, complaints, claims, or incidents.

• Finally, it is important to highlight the changes introduced in the Consumer and User Protection Law, especially concerning the controversial matter of reviews.

In this respect, it is established that, when a company provides access to customer reviews about goods and services, it must include information as to whether or not the company guarantees that such reviews have been made by consumers and users who have actually used or purchased the product or service.

The company must provide clear information to consumers and users about how reviews are processed, and reviews must refer to products or services purchased or used within thirty calendar days prior to the date of the review. The company selling the product or service concerned is entitled to respond to such reviews through the same channel.

In the event that one or more reviews were not made by a consumer or user who actually purchased or used the relevant good or service, or if the review is misleading, the company is entitled to request its removal, for which the company must reliably demonstrate that the review was not published by a consumer or user who bought or used the product or service.