What to do when an office will not accommodate your language

Terms used

• Queja — A queja is a complaint about how a public office treated you, sent to the office or its department.
• Apoderamiento — An apoderamiento is a power of attorney that lets your representative make claims, file appeals or withdraw rights for you.
• Defensor del Pueblo — The Defensor del Pueblo is Spain's national ombudsman, who takes free complaints about the state administration.
• Hoja de reclamaciones — The hoja de reclamaciones is an official complaint form, used mainly against private businesses.
• Recurso — A recurso is a formal administrative appeal against an official decision.

Key rules

• Helper: You may usually bring a friend or interpreter, but staff can refuse entry, so ask when you book.
• Representation: A helper cannot speak for you unless you give written authorisation.
• Complaint deadline: Go to the Defensor del Pueblo within one year of the events, after first approaching the office.
• Evidence: Write down the date, office, what happened and any reference numbers.

Stay calm and ask for the rule to be explained

Staff refusing to help because of language is frustrating, but shouting rarely helps. Stay polite, ask to speak to a supervisor, and use the steps below. The Spanish wording template below can help you ask for an interpreter or written information.

Bring a helper

No general ban stops you bringing a friend, relative or interpreter to an immigration or fingerprinting appointment, and it is common. Some offices only admit you, or you plus a minor's guardian, because of space or security. Entry for a companion is up to the staff.

Ask the office when you book whether a helper may come in with you. A helper who only assists you sits beside you and translates. They cannot speak for you in your place.

Appoint a representative if someone must act for you

A representative is different from a helper. They act on your behalf, and the office can ask for proof of that.

• For ordinary steps, a simple written authorisation is usually enough.
• For making claims, filing appeals or withdrawing rights, your representative needs a power of attorney (apoderamiento).
• You can also give representation by appearing in person at the office, by an electronic appearance, or through the electronic register of powers.
• Once you have a representative, the office normally writes to them rather than to you, unless you say otherwise.

An adviser (asesor) can always help you, but does not represent you without your authorisation. Forms differ by body, so check the office's electronic site.

Write down what happened

If staff still refuse, note the date, the office, what was said and any reference numbers. You will need these for any complaint.

Use the complaint routes

1. Queja or sugerencia. Send a queja (complaint) to the office or its parent department, usually through the electronic register or the office's electronic site. Ministries also have a services inspectorate.
2. Hoja de reclamaciones. This complaint form is mainly for private businesses. For public offices, the queja channel is the equivalent.
3. Defensor del Pueblo. If the office does not respond, the national ombudsman takes free complaints about the state administration, online or by post. Send it within one year of the events, after you have first approached the office. Regional offices fall under regional ombudsmen, such as the Síndic de Greuges in Catalonia.

Include the date, office, what happened and any reference numbers. These routes cannot force a decision, but they can prompt a review. A formal appeal (recurso) against a decision is a separate process.

Check the documents and checklist below before your appointment.

Documents you need

• Your original ID and the original documents for your appointment.

• A written authorisation for your representative, if someone acts for you instead of just helping you. A simple authorisation is enough for ordinary steps.

• A power of attorney (apoderamiento) for your representative, if they will make claims, file appeals or withdraw rights for you.

Forms differ by body, so confirm what the office accepts on its electronic office website.

Checklist

• Bring your own helper or interpreter, plus your original documents and ID.

• Give written authorisation to anyone who will act for you rather than only assist you.

• Write down the date, the office, what happened and any reference numbers if staff refuse to help.

• File a queja (complaint) with the office or its parent department, through the electronic register or the office's online site.

• Send a free complaint to the Defensor del Pueblo within one year if the office does not respond, or to your regional ombudsman for regional bodies.

Spanish wording to ask for an interpreter or written information

Copy the sentence you need and read it out or show it on your phone. All of them use the formal "usted" form, which is right for any office, police station or court.

Ask for an interpreter

• Solicito la asistencia de un intérprete. (I request the help of an interpreter.)
• Necesito un intérprete de [idioma] para esta gestión. (I need an interpreter of [language] for this procedure.)

Replace [idioma] with your language, for example "inglés" or "francés".

In an ordinary office, such as a town hall or a social security desk, staff do not have to provide an interpreter. If they say no, move on to the requests below and ask for plain Spanish or written information instead.

Ask for plain Spanish

• ¿Podría explicármelo en lenguaje sencillo, por favor? (Could you explain it to me in simple language, please?)
• Le ruego que utilice un lenguaje claro, ya que el español no es mi lengua materna. (Please use clear language, as Spanish is not my first language.)

Ask for instructions in writing

• Solicito que me faciliten las instrucciones por escrito. (I ask you to give me the instructions in writing.)
• ¿Podría entregarme esta información por escrito? (Could you give me this information in writing?)

Ask for a copy and time to understand

• Solicito copia del documento y un plazo para entenderlo antes de firmar. (I request a copy of the document and some time to understand it before signing.)

Do not sign anything you do not understand. Take the copy away and have it translated or checked before you sign.

At a police station or in court

• No hablo bien español; solicito un intérprete antes de declarar o firmar nada. (I do not speak Spanish well; I request an interpreter before making a statement or signing anything.)

In criminal proceedings and police detention, you have the right to a free interpreter and free translation. You can say it like this:

• Tengo derecho a la interpretación y traducción gratuitas. (I have the right to free interpretation and translation.)

Wait for the interpreter before you say or sign anything.

Frequently asked questions

Can I bring a friend or interpreter to an immigration or fingerprinting appointment?

Yes, nothing bans a friend, relative or interpreter from coming, but some offices only let in the applicant because of space or security rules. Staff decide on the day. Ask the office when you book, and bring your original documents and ID.

Can my helper speak for me at the office?

No, a helper who only assists you cannot speak or decide for you unless you give them written authorisation. A representative needs that authorisation, and for claims, appeals or withdrawing rights they need a full power of attorney. An adviser (asesor) can assist you without representing you.

How long do I have to complain to the Defensor del Pueblo?

You normally have one year from the events to complain to the Defensor del Pueblo, the national ombudsman. The complaint is free, and you should first approach the office itself. For regional offices, a regional ombudsman such as the Síndic de Greuges in Catalonia covers them.