Hoja de Reclamaciones and complaint to Consumo
When a company ducks responsibility: ask for the official Hoja de Reclamaciones and, if they don’t fix it, file the claim with Consumo (OMIC or your Comunidad Autónoma). Use this for faulty goods, strange charges or services that don’t match what was offered.
What GovEasy does
- Prepares your case file and documentation
- Detects frequent errors before submission
- Saves your progress and reminds you of deadlines
What the agency does
Oficina de Consumo
- Receives and reviews your application
- Issues the resolution or official document
Guía completa
What you need to have to hand
- Your full details and the company’s (trade name, CIF/NIF, address, website).
- What happened and what you want: repair, replacement, refund or cancellation without costs.
- Evidence: ticket/invoice, screenshots, emails, photos of the defect.
- Proof of prior complaint to the company (email with read receipt, web form, burofax).
Documentation
- DNI/NIE or passport.
- Hoja de Reclamaciones from the establishment or autonomous form if the purchase was online.
- Invoice/ticket and proof of payment.
- Contract/terms and advertising (dated screenshots).
- Communications with the company and incident numbers.
- Proof of the defect/service issue (photos, videos, technical report if any).
Step by step
- Ask for the Hoja in the shop and fill it in. Keep your copy and the Administration copy. If they refuse, call Policía Local and record it.
- Complain in writing to the company if you haven’t already (Consumo will ask). Wait a reasonable time (up to 1 month) and keep proof of receipt.
- File with Consumo: go to https://www.consumo.gob.es/es/consumo/como-reclamar and from there use your Comunidad Autónoma’s sede electrónica to submit with Cl@ve or certificado, or go to your OMIC.
- Upload all evidence and tick if you accept mediation. If you want a binding award, request Arbitraje de Consumo (only works if the company is adherent or accepts).
- Arbitraje: info and application at https://www.consumo.gob.es/es/consumo/arbitraje (it’s often available on your autonomous sede too).
- Follow the expediente: check notifications and reply on time. If there’s an agreement they’ll tell you; if not, consider arbitration or court.
Time-saving tips
- Write short and clear: what happened, dates, and the remedy you want.
- Put everything in one PDF ordered by date; avoid blurry photos.
- Dated screenshots of the offer/advert are lifesavers.
- Use Cl@ve to submit and track the case without visiting OMIC.
- Right of withdrawal (14 days) for distance purchases: communicate it in writing and keep proof; sometimes you don’t even need the Hoja.
- Warranty (3 years since 2022): ask for repair/replacement first; if not, ask for a price reduction or contract termination.
Common mistakes that will mess up your case
- No ticket or proof of purchase: without this the expediente is weak.
- No proof of prior complaint: many offices stop you here.
- Asking Consumo to pay you: Consumo won’t transfer money; use arbitration or court for that.
- Missing the withdrawal deadline: after 14 days it won’t work; use warranty or breach instead.
- Mixing sectors: banking/insurance go to their supervisors; air travel is better via AESA.
- Filing with the wrong administration: use your Comunidad Autónoma’s sede from the Ministry link.
- 1.In the shop, ask for the Hoja de Reclamaciones oficial and fill it in there (say what happened and what you want). Keep your copy and the Administration copy.
- 2.If the purchase was distance-selling or you’re no longer at the premises, make a prior written complaint to the company (email with read receipt or web form) and keep the proof.
- 3.File your complaint with Consumo: go to https://www.consumo.gob.es/es/consumo/como-reclamar and from there follow the link to your Comunidad Autónoma’s sede electrónica to submit online with Cl@ve/certificado, or go to your OMIC if you prefer in person.
- 4.Attach all evidence (ticket, contract, screenshots, communications) and tick if you accept mediation and, if you want, request Arbitraje de Consumo.
- 5.If you want a binding award, request Arbitraje de Consumo (only works if the company is adherent or accepts): info and access at https://www.consumo.gob.es/es/consumo/arbitraje.
- 6.Watch for notifications (email or Carpeta Ciudadana) and reply in time if they ask for more info. Keep the expediente number.
- DNI/NIE or passport (photo or scanned if you do it online).
- Hoja de Reclamaciones oficial del establecimiento completed (copies for Administration and the company) or the complaint form of your Comunidad Autónoma.
- Invoice or ticket and proof of payment (TPV slip, bank receipt or bank statement).
- Contract/terms and advertising for the offer (dated screenshots).
- Copy of your prior complaint to the company and their reply (or proof of silence up to 1 month).
- Emails/WhatsApp with the company and incident/reference numbers.
- Photos/videos of the defect or poor service; add a technical report if you have one.
The Hoja is mandatory
The business must have it and give it to you. If they refuse, ask for the Hoja de Reclamaciones to be shown and call Policía Local so they can record an act. Refusing is sanctionable.
Prior complaint required
They can require proof that you complained to the company first and that up to 1 month passed without a solution. Do it in writing and keep the receipt.
Useful deadlines
Right of withdrawal for distance purchases: 14 calendar days. Legal warranty for goods bought since 2022: 3 years. Don’t leave it to the last minute.
What to expect
Consumo mediates and can open a sanctioning file, but it won’t pay you money. To recover cash: mediation, Arbitraje de Consumo or court action.
Special sectors
Banking and insurance don’t go through general Consumo (they have their own supervisor). For air travel, also check AESA passenger claims. The Ministry page has the sector channels.
Do they have to give me the Hoja de Reclamaciones?
Yes. It’s mandatory and should be visible. If they don’t give it, ask for the book of complaint forms and call Policía Local so they leave a record; you can report that refusal to Consumo.
Do I have to complain to the company first?
Yes, that’s what Consumo will ask for. Do it in writing and keep proof. If they don’t answer within a month or stall, use the Hoja and file with the Administration.
Can I complain without a ticket?
Yes, but provide other proof: bank statement, receipt, order number, emails. Without proof of purchase it will be much harder to get traction.
How long does it take and how will they tell me?
Normally 1–3 months. If you filed online, check your Carpeta Ciudadana and email. If you filed in person, they may notify you by post or your OMIC may call.
Is Arbitraje de Consumo mandatory for the company?
No. Only if it’s signed up or accepts your request. If not, you’ll have mediation and, if that fails, court.
I bought a flight and it was cancelled, do I go through Consumo?
You can, but passenger claims are often faster via AESA using their specific procedure. The Ministerio de Consumo page links to those sector channels.
Can I do it without Cl@ve or a digital certificate?
Yes, by going to your OMIC or a physical registro. Online is faster and lets you follow the expediente, but in-person is valid too.
¿Qué es Hoja de Reclamaciones / Denuncia Consumo y ante qué organismo se presenta?
Hoja de Reclamaciones / Denuncia Consumo es un trámite gestionado por Oficina de Consumo. Presentar reclamación formal ante la oficina de consumo por productos defectuosos, cobros indebidos o servicios incumplidos.
¿Cuánto cuesta realizar Hoja de Reclamaciones / Denuncia Consumo?
Hoja de Reclamaciones / Denuncia Consumo es gratuito. No se aplica ninguna tasa oficial al solicitante.
¿Cuánto tarda Hoja de Reclamaciones / Denuncia Consumo?
El tiempo estimado para Hoja de Reclamaciones / Denuncia Consumo es 1–3 meses. Puede variar según la carga del organismo Oficina de Consumo y la complejidad del expediente.
¿Qué sistema de identificación necesito para Hoja de Reclamaciones / Denuncia Consumo?
Para Hoja de Reclamaciones / Denuncia Consumo el usuario no requiere identificación digital. Si no dispones del medio exigido, valora alternativas presenciales o apoderamiento.
¿Hoja de Reclamaciones / Denuncia Consumo necesita cita previa?
No, Hoja de Reclamaciones / Denuncia Consumo se puede iniciar sin cita previa. Puedes comenzar directamente por la sede electrónica o ventanilla correspondiente.
¿Hoja de Reclamaciones / Denuncia Consumo se puede presentar online?
Sí, la mayoría de las administraciones autonómicas de consumo permiten presentar Hoja de Reclamaciones / Denuncia Consumo por su sede electrónica con identificación digital.
¿En qué plazo resuelven Hoja de Reclamaciones / Denuncia Consumo?
Las oficinas de consumo suelen resolver Hoja de Reclamaciones / Denuncia Consumo en un plazo orientativo de 3 a 6 meses, sin perjuicio de procedimientos de mediación o arbitraje voluntarios.
We'll show you how to do it
A clear, jargon-free guide with the official steps and the documents you need.
Start procedureOfficial information, verified and up to date.
Done by professionals
A licensed agent does it for you
Describe your case and get a no-obligation quote.
See available agentsProtected payment: the agent only gets paid as the work progresses.
Acción inmediata
Inicia la preparación guiada
goveasy puede iniciar una preparación guiada y acompañarte hasta el paso oficial, pero la resolución final sigue dependiendo del organismo.
Your progress
50%- Understand
- Prepare
- Submit
- Track
Your next step
1.In the shop, ask for the Hoja de Reclamaciones oficial and fill it in there (say what happened and what you want). Keep your copy and the Administration copy.
- We validate documentation before submission
- Your progress is saved: continue any time
- We alert you about deadlines and status changes
¿Quieres guardarlo y recibir avisos? Crea una cuenta gratis
Case file assistant
Creates the case file, prepares documents, detects risks and shows you only the next step.
Gestor administrativo
Para casos complejos o urgentes.
Tu copiloto administrativo
¿No sabes por dónde empezar? El Copiloto te guía paso a paso
Tramiti analiza tu situación, prioriza tus trámites pendientes y te dice exactamente qué hacer primero. Sin burocracia, sin rodeos.