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Send a complaint

What happens to your claim once it has been submitted?

You will receive an acknowledgement of receipt together with the file number (ECCES-XXX) which will be used to follow up the claim. Our advisors will then do their best to respond to you within 10 working days and keep you informed throughout the process. You can see what happens after you send us your claim, in this video:

What happens when you send a claim to CEC-Spain?

Before processing your claim, we need you to answer this short questionnaire

Live in Spain?

Unfortunately we cannot help you. The competence of the European Centre Network depends on the country of residence. As European Consumer Centre in Spain we can only intervene in the event that consumers reside in Spain and file a cross-border claim against a merchant based in another Member State of the European Union, Iceland or Norway. If you reside in another European country, please contact the European Consumer Centre in your country of residence. You can locate your Centre on redECC-Net.

Do you want to claim a company registered in another EU Member State, Iceland or Norway?

If your claim is directed against a Spanish company, please, consult here how to claim.

Have you purchased a product or service as a private consumer for purposes other than your professional activity?

If the purchase has been made as a company, enter the Enterprise Europe Network

Do you think you have been the victim of a scam?

If you have not yet claimed in writing to the company involved, we suggest that you do so as soon as possible. Unfortunately, in this case, we are not dealing with a consumption problem, but rather with an alleged fraud classified as criminal. Therefore, the State Security Forces, as well as the Judges and Courts must be in charge of the investigation of the facts. Check this page and follow the recommended procedure for reporting the facts.

Have you already complained to the company in writing?

If you have not yet claimed to the company in writing, we suggest that you do so as soon as possible.

Do not forget to attach the necessary documentation:

  • Claim made in writing against the company.
  • Proof of purchase or reservation, when appropriate.
  • Proof of payment from the bank, when appropriate.
  • Correspondence between the consumer and the company ordered chronologically.
  • Do you think you can provide other evidence that will help you defend your rights? Feel free to attach them.

Send us your claim

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If you have problems accessing the form, you can use the form at  this link (requires registration - Tutorial "How to authenticate in EU Login", pages 5, 26 and 27). 

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