Writing a complaint in Spanish and keeping evidence

Key rules

• Contact the business first: Consumer offices usually reject a claim if you did not first try to solve it with the business in writing.
• Dated copy: Date your complaint and keep a copy together with proof of sending and any reply.
• Burofax: Choose a burofax with certified content when proof of the text and delivery matters, such as large amounts or a possible court case.
• Email: Email is enough for simple, low-value claims.

Write one clear, dated complaint

Send the business a single written complaint before you go to the consumer authorities. Consumer offices usually reject claims where you did not try to solve the problem with the business first. Your letter is also your proof that you did.

Write it in Spanish if you can. Keep it short, factual and polite. The template below gives you wording to adapt.

What to put in it

Include these points, in this order:

1. Your name, ID number, address and contact details.
2. The business's name, tax ID and address.
3. The date and place of the purchase or service, and any contract or order number.
4. What happened, in date order, with no opinions. Stick to facts.
5. What you want: a refund, repair, replacement, price reduction or compensation. Pick one clear remedy.
6. A reasonable deadline for a reply. Often this is 10 to 15 days.
7. A warning that you will file a formal complaint with the consumer authorities if there is no answer.
8. A list of what you attach: invoice, photos, earlier messages.

Date the letter and keep a copy. Attach copies, never originals. The checklist below lists the evidence to gather, and the documents list shows what the consumer office will ask to see.

Email or burofax?

Use email for simple or low-value claims. An email is valid evidence, but it is easier for the business to challenge.

Use a burofax when proof of what you said and when matters. That means large amounts, contract termination, formal notice or deadlines, a likely court or arbitration case, or a business that ignores your emails.

A burofax is a postal service from Correos. With certified content, it records the exact text you sent, the date and the delivery attempt. That gives it strong weight in court. The decision box below sets the two options side by side.

What a burofax costs

The price depends on the number of pages, the weight, whether you add certified content and a delivery receipt, and whether you send it online or in an office. For a short letter, expect tens of euros, with extra for more pages. Online is usually cheaper than an office. Ask Correos for the current price before you send.

After you send it

Keep the proof of sending and the business's reply. If it does not reply, write down that it stayed silent. When the deadline passes, send your formal complaint to the consumer authorities. Attach your letter and your proof of delivery. Each office has its own forms and requirements, so check your town's or region's consumer office before you file.

Late claims are rejected, so do not wait. The warning box below covers other common reasons for rejection.

Choosing between options

Should you send your complaint by email or by burofax?

• Email: Use it for a simple or low-value claim. It is free and valid evidence, but easier to challenge.

• Burofax with certified content: Use it when proof of the content and delivery matters: before court or arbitration, to end a contract, for formal notice, for large amounts, or when the business ignores your emails.

If you may need to prove in court exactly what you sent and when, send a burofax. Otherwise email is enough.

Burofax prices vary by pages, weight and options, so check the current price with Correos before sending.

Timeline and deadlines

• Write the complaint with the date, the facts in order, what you want and the evidence attached: before you send anything

• Send it by email, or by burofax if the amount is large or proof matters: on the day you finish the letter

• Wait for the business to reply: 10 to 15 days, or the deadline you set in the letter

• Send the formal complaint to the consumer authorities, attaching your letter and proof of delivery: if there is no reply or the reply does not solve the problem

Documents you need

• Proof of the purchase or contract, such as an invoice, receipt, ticket, contract, order confirmation or card statement.

• Your written complaint to the business, with the date, your name, ID number, address and contact details, the business's name, tax ID and address, and a list of attached evidence. Keep a signed or dated copy.

• Proof that you complained to the business first, such as an email, a burofax or a reference number, plus its reply if there was one.

• Photos, reports or repair estimates that show the defect.

• A burofax with certified content from Correos, which records the text sent, the date and the delivery attempt. Use it when you need strong proof of what you sent.

Evidence to gather before you complain

• Gather your ID and your contact details.

• Find proof of the purchase or contract, such as an invoice, receipt, ticket, contract, order confirmation or card statement.

• Write a dated account of what happened, in order.

• Collect proof that you complained to the business first, such as a copy of the complaint sheet, an email, a burofax (a postal letter that proves what you sent and when) or a reference number.

• Keep the business's reply, or note that it did not reply.

• Take photos and get reports or repair estimates that show the defect.

• State the remedy you want, such as a repair, replacement, refund or end of the contract.

• Keep your own copy of the complaint form and attach copies of your evidence to the original before you send it to the consumer office.

• Answer any request from the office to complete or correct your form, so the complaint is not rejected as incomplete.

What to watch out for

• Complaining without contacting the business first: A consumer office can reject your complaint if you never tried to resolve it with the business. Send the business a dated written complaint first and keep proof of it and of any reply or silence.

• No proof of purchase or unidentified business: Missing proof of the purchase or contract, or a business you cannot identify, can get your complaint rejected. Attach the invoice, receipt or contract and give the business's full name, tax ID and address.

• Dispute outside consumer law or already in court: Disputes between private individuals, purely commercial disputes and matters already before a court or arbitration are not accepted. Check that the business sold to you as a consumer and that no court case is open before you file.

• Late claims and unfinished forms: A time-barred claim, or an incomplete form you do not correct after a request, will be rejected. File promptly and answer any request to complete the form.

Complaint letter or email in Spanish

Copy the letter below, fill in the blanks in square brackets, and delete any option that does not apply. Send it in a way that proves delivery, such as burofax, and keep a copy.

[Su nombre y apellidos]
[Su dirección]
[Su NIE o DNI]
[Su correo electrónico y teléfono]

[Nombre de la empresa]
[Dirección de la empresa o departamento de atención al cliente]

[Ciudad], a [fecha]

Asunto: Reclamación formal

Estimados señores:

Por la presente, y en mi condición de consumidor, les comunico mi reclamación formal en relación con [producto/servicio].

Los hechos son los siguientes:

El día [fecha] adquirí [producto/servicio] por importe de [cantidad]. [Describa el problema con claridad: qué ocurrió, cuándo y qué ha hecho ya para resolverlo, por ejemplo llamadas o correos anteriores con sus fechas.]

Por todo ello, solicito [la reparación / la sustitución / la devolución del importe / la resolución del contrato].

Les concedo un plazo de [10/15] días hábiles para dar respuesta a esta reclamación.

En caso contrario, me veré obligado a acudir a la Oficina de Consumo, a la Junta Arbitral de Consumo o a los tribunales, y a presentar la correspondiente denuncia.

Adjunto copia de la documentación: [factura, contrato, justificante de pago, fotografías, correos anteriores].

Atentamente,

[Firma]
[Su nombre y apellidos]

Before you send it

• Keep the facts short and in date order. Give amounts, dates and any order or contract number.
• Choose one request only. Delete the other options in the brackets.
• Keep the burofax receipt, the delivery confirmation and a copy of everything you attached.

Frequently asked questions

How long should I give the business to reply to my complaint?

Give the business a reasonable deadline for reply, often 10 to 15 days. State that deadline in the letter itself. Add that a formal complaint to the consumer authorities will follow if you get no answer.

Is an email enough for a small claim?

Yes, an email is enough for a simple or low-value claim, as long as you keep a dated copy. An email is valid evidence but easier to challenge than a burofax. Switch to a burofax if the business ignores your emails.

How much does a burofax cost?

A short burofax from Correos typically costs from tens of euros, with extra for additional pages.

Why might a consumer office reject my complaint?

A consumer office can reject a complaint if you never tried to resolve it with the business first. Other reasons are missing proof of purchase, an unidentified business, or a matter already before a court.