Spain’s customer service law, in plain language.

What does Law 10/2025 actually regulate?

Its purpose is to help customers ask a question, make a complaint or report a problem and receive useful, accessible service whose quality can be evaluated. It covers access to support, human attention, language rights, response times and quality measurement.

It is broader than a language law, and it does not require businesses to install a particular technology. Translation may be part of a company’s response, but it does not replace the other obligations. This guide focuses on customer service; the law also amends other consumer legislation.

Does it apply to my business?

There are two main routes into scope. First, specified basic services offered or provided in Spain: water, gas, electricity, passenger transport, postal services, electronic communications and financial services. Being a small business does not automatically exclude a provider in these sectors.

Second, other businesses or groups selling goods or services mainly to consumers in Spain, if they met at least one of these thresholds in the previous financial year:

• At least 250 employees.
• Annual turnover above €50 million.
• An annual balance sheet above €43 million.

A company can be based outside Spain, and its support can be outsourced. The relevant question is whether its activity in Spain falls within the law. Sector rules take priority, particularly for finance and telecoms. Cooperatives and nonprofits have specific provisions.

What must a customer be able to do?

For covered businesses, these are some of the most practical requirements for organising support. Sector-specific deadlines and exceptions need a separate review.

Which languages must be available?

Articles 7.2, 8.6 and 13.6 connect official-language service to the relevant autonomous communities, the customer’s location and the company’s provision of services. Replies must respect the language used under those rules.

Start by identifying where your customers are and which official languages apply. Spain’s co-official language map includes Catalan in Catalonia and the Balearic Islands; Valencian in the Valencian Community; Galician in Galicia; Basque in the Basque Country and the relevant area of Navarre; and Occitan/Aranese in Catalonia under its specific framework.

For example, a covered business serving Catalonia should review how it will serve a customer located there who requests Catalan. Having its call centre in another country does not, by itself, remove that obligation.

When does my business need to be ready?

The law is already in force; the adaptation period allows businesses to adjust their services to its provisions. It should not be read as a pause on consumer, accessibility or language obligations that already existed.

1. 27 Dec 2025

   Law 10/2025 published in the BOE.

2. 28 Dec 2025

   Entry into force, according to the BOE record and final provision eight.

3. 28 Dec 2026

   The date resulting from the general 12-month adaptation period. Check specific provisions and any subsequent amendments.

What fines could a business face?

There is no fixed charge for an untranslated call. Article 23 refers to the general consumer sanctions regime and applicable regional law. Classification depends on the facts and the competent authority’s procedure.

These are the base ranges in article 49.1 of Spain’s consolidated General Consumer and User Protection Act:

A special rule applies to sanctions imposed under article 21 of Regulation (EU) 2017/2394: for very serious infringements, the maximum is 4% of annual turnover in Spain or the Member States affected. If that information is unavailable, the maximum is €2 million. This is not a general 4% worldwide-turnover fine for any service problem.

Regional legislation may develop and increase sanctions. Sector rules take priority in the specified circumstances. Financial services have their own supervisory regime and article 23 of this law does not apply to them. Data-protection infringements are subject to their separate sanctions regime.

When will it roll out to other countries?

We have not identified an official timetable extending this Spanish law to France, Germany, Italy, Portugal or the rest of the EU. Describing it as ‘Spain first, then all of Europe’ is not supported by the sources reviewed.

A Spanish national law does not automatically become a requirement in every country. An EU directive is a different instrument, with its own text, scope and deadlines for incorporation into national law.

Are any provisions being challenged?

Yes. The Constitutional Court admitted challenge 2331-2026, brought by the Government of Aragon. The BOE notice published on 21 April 2026 covers articles 7.2, 8.6, 9.2, 13.6 and 23.1, along with part of the financial-services amendment.

Admission of a challenge does not itself mean suspension or annulment. The consolidated text reviewed on 14 October 2026 retains those provisions. Before implementing changes, check subsequent decisions and the position that applies to your business.

What a business owner can do this week

Confirm whether you are covered, then review a customer’s actual experience. Use these questions to organise work with operations, support and your adviser.

1. Check whether your activity, size or company group brings you into scope.
2. Try a call, a complaint and a request in another applicable official language.
3. Measure waiting time, access to a person, case tracking and response time.
4. Assign an owner to each gap and document the fix.

Common questions from owners