Complaint to a phone, internet or TV operator (Spain)
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For a customer of a mobile, landline, broadband or TV operator in Spain who disputes a bill, a lock-in period, a fault or a service not provided as agreed. The letter files the complaint in writing, asks for the reference number the operator must give, and makes the attempt to negotiate that Spanish Organic Law 1/2025 requires before suing. If there is no satisfactory answer within a month, the Spanish Telecoms User Office (OAUT) decides free of charge. Send it by burofax with certified content. In Spanish.
- Made for use in Spain
- Last updated October 20, 2026
Published byDocMuse
When to use this document
- Your mobile operator in Spain is charging you for services you never asked for.
- Your home internet has been cutting out for weeks and the operator sends no technician.
- The operator wants a lock-in penalty after raising the price itself.
- You want to complain to your phone company in writing before going to the government office.
What you fill in
The details the document asks for.
- Customer
- Customer's address
- Sender's DNI or NIE (Spanish identity number)
- Phone, internet or TV operator
- Telecoms provider's postal address
- City
- Date
- Client number
- Phone number or line ID
- Discovered on
- What the complaint is about
- Requested outcome
Common questions
- What are the deadlines in Spain for complaining to a phone operator and then to the Telecoms User Office?
- First you must complain to the operator, ideally within a month of learning of the problem, and the operator must give you a reference number. If it does not answer within a month or you are not satisfied, you can complain free of charge to the Telecoms User Office (OAUT) of the Spanish Ministry for Digital Transformation within the following three months, on its website. The Office decides within six months and its decision binds the operator. You cannot go to it without first complaining to the operator.
- How do I send the complaint to the operator in Spain so that there is proof?
- The operator must take complaints by phone and in writing and always give you a reference number: write it down, as the Office will ask for it. To prove the content and the date, also send this letter by burofax with certified content to the operator's postal address; that also makes the attempt to negotiate that Spanish Organic Law 1/2025 requires before suing, with thirty calendar days to reply. Keep the bills, messages and screenshots.
- Are there free models in Spain for complaining to an operator, and can I leave without the lock-in penalty if the price goes up?
- The Spanish associations OCU and FACUA publish free model letters for complaints to operators, and the Telecoms User Office's website has its own free form for complaints to it. If the operator changes the contract terms, such as the price, it must tell you at least a month in advance and you can end the contract without penalty. To cancel, use this catalogue's cancellation request; if you switch company and keep your number, the new company handles the porting.
How you can sign this document
- Print it and sign by hand. The signature lines in the document are left blank on purpose — sign on them in ink.
- Sign it yourself with a qualified electronic signature. If you already hold a QES — Evrotrust, B-Trust, StampIT, ZealiD or any qualified provider on the EU Trusted List, on a card, a USB token, in a mobile app or in the cloud — our signing guide explains step by step how to sign this exact file without invalidating it. Step-by-step help, and a way to check it worked
DocMuse sells documents, not legal advice. Acceptance always depends on the recipient's rules and your local law.
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