Commercial calls you didn't ask for, a contract that is renewed only without warning, half an hour on the phone waiting for a robot to pass you with a person... Customer Care Act (Law 10 / 2025) puts a stop to all that. It is the first standard in Spain to specifically regulate how companies should care for you, and to significantly strengthen your rights as a consumer. We tell you what changes and since when you can demand it.
What is Law 10 / 2025 and since when it is applied
The Law 10 / 2025 of 26 Decemberwas published at the BOE on 27 December 2025 and is in force since 28 December 2025. However, it includes a 12-month adaptation period: the companies concerned must have adequate customer services at the latest 28 December 2026. That is, the law already applies, but several of its operational obligations will be fully enforceable from that date.
Which companies is it affecting? It has two legs: on the one hand, the companies (public or private) that provide basic services of general interest —water, energy, passenger transport, telecommunications, postal services and financial services—The large companies. It does not therefore apply to small trade.
Your new rights, one by one
1. End of unwanted commercial calls
The law strengthens control over commercial calls. Companies should identify your commercial calls with a specific prefix —range 400—So you can know, before you take off, that it's about advertising. Any other numbering will be vetted for this type of call.
2. No automatic, hidden renovations
No more subscriptions that are renewed alone without you knowing. Your contract cannot be renewed without warning you previously, which allows you to decide in time whether to continue or not.
3. Rapid care and by one person
The average number of calls must be taken by undertakings within a period of less than three minutes. And if you're being treated by an automatic system, you're entitled to request that a person attend to you. The customer's attention must also be free: they cannot lead you to a special pricing number to solve an incidence.
4. The full price from the beginning
Companies must report on the total service price from start of transactionincluding management costs. This attacks the overcosts that appeared by surprise at the end of the process.
5. War on false reviews
One of the most commented points. The law limits false reviews: prohibits the sale of reviews and requires that they be published within the 30 days later to the acquisition of the good or service, to ensure that they respond to a real and recent experience.
6. Enhanced protection for vulnerable persons
Companies must ensure that accessibility care for vulnerable consumers, such as persons with disabilities or the elderly. And in the co-official-language territories, large companies must allow consultations and complaints to be presented and answered in both Spanish and the corresponding co-official language.
Time limits for responding to your complaints
The rule also tightens the management of complaints: companies will have to resolve complaints and incidents within assessed time limits and submit to a annual audit verify the reliability of the quality data they publish.
What if a company doesn't meet?
Non-compliance is punishable as consumer infringementunder the general system of sanctions for the protection of consumers and users. If a company violates these rights, you can claim with the consumer authorities.
Frequently asked questions
Is the Customer Care Act already in force? Yes, since December 28, 2025. However, companies have an adaptation period until 28 December 2026 to adjust their services.
Does it apply to all companies? No. It affects basic services companies of general interest (water, light, gas, telephone, transport, banking, mail) and large companies, not small trade.
Can you keep renewing a contract without warning me? No. The law requires that you be informed before any renewal, so that you can decide whether to continue.
Can I demand to talk to a person and not a robot? Yeah. You have the right to seek care for a person and to have such care free of charge.
