Does Spain's customer-service law apply to you?

Ley 10/2025 changes how some companies must answer customers. Most small businesses are outside it. Answer three questions to see where you stand.

Text of the law read on 2026-10-20 · Ley 10/2025, de 26 de diciembre, de servicios de atención a la clientela (BOE-A-2025-26698)

Do you provide water, gas, electricity, passenger transport, postal, telecoms or financial services?

These «basic services of general interest» are covered at any size (art. 2.1).

Are your goods or services aimed mainly at consumers in Spain, rather than at other businesses?

The law covers sales «aimed mainly at consumers and users» (art. 2.2).

Did you, alone or with your group of companies, have 250 or more workers, over €50 million turnover or over €43 million balance last year?

Any one of the three is enough (art. 2.2).

Result

Answer the three questions to see the result.

General information, not legal advice. It reflects art. 2 of the law as published in the BOE and does not cover every exception. Remute does not certify that any business complies with the law.

What the law asks of companies it covers

A real person must be reachable by phone, not only an automated system.
The person who answers must identify themselves at the start.
The call must not cost more than the normal rate (art. 10).
The company must answer 95 % of calls, on average, within three minutes.

Questions

Does this apply to a clinic, a garage or an estate agency?

Not by itself. They are not basic services and, unless they reach 250 workers, €50 million turnover or €43 million balance (including their group), the law does not cover them. Check your own numbers.

Can an AI receptionist be used by a company the law covers?

As an extra channel, yes, but it cannot be the only one: the customer must be able to ask for a person at any time. That is why Remute includes a hand-over to a person.

When does it start to apply?

The law came into force on 28 December 2025 and covered companies have twelve months to adapt.

Is this tool legal advice?

No. It is a first filter based on the law's own text. For your case, ask a lawyer or your gestor.

Outside the law? Never miss a call.

If the answer is that you are outside, an assistant that answers when you cannot is a simple way to keep every customer.

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