Customer service law: the adaptation deadline expires on 28 December 2026

Law 10/2025 of 26 December, regulating customer service, was published in BOE no. 312 of 27 December 2025. According to information from the consumer departments of the Community of Madrid and the Junta de Andalucía, it has been in force since 28 December 2025.

Its single transitional provision gives the companies covered twelve months from entry into force to adapt their services. Consumo Responde, the Junta de Andalucía service, puts that limit at 28 December 2026. A little over two months remain.

To whom it applies

Article 2 distinguishes two groups:

• Basic services, regardless of company size: water, gas and electricity supply; air, rail, sea and bus transport; postal services; electronic communications; and financial services.
• Other companies that sell goods or provide services intended mainly for consumers, when they meet any of these thresholds: at least 250 workers, more than 50 million euros in turnover or more than 43 million euros on the balance sheet.

The financial sector is governed by its own rules, and the law applies to it in a supplementary way. The law also applies to the General State Administration.

The main obligations

Article 17 provides shorter deadlines in two cases: two hours for service continuity incidents and five days for billing or undue charge incidents.

What matters to lawyers

Burden of proof. Under Article 4.7, it is for the company to show it has complied. It is a relevant point in any claim.

Out-of-court resolution. The company must inform the customer of the out-of-court resolution systems they can turn to (Article 5.3). If the complaint is submitted to one of them, collection efforts and service suspension are halted until there is an express resolution (Article 13.8). It is worth bearing in mind when preparing the prior negotiation attempt required by procedural law, as we explain in the guide to the precondition for suing.

Service suspension. In continuing contracts, service cannot be suspended for the reason complained of while the claim is in progress, with exceptions (Article 4.4).

Penalties. Article 23 refers to the consumer penalty regime of the consolidated text of the General Law for the Defence of Consumers and Users and to regional rules.

Does it affect firms?

The law does not expressly mention professional services. A law firm would only be included if it meets the general conditions of Article 2.2: providing services intended mainly for consumers and exceeding one of the thresholds. If those conditions are not met, the law will matter to the firm for advising its clients, not as an obliged party.

That does not prevent using it as a reference for the firm's own customer service, an idea we develop in the editorial "Answering the client shouldn't need a law".

What to review with corporate clients

1. Check whether they are included, by sector or by thresholds.
2. Review channels, waiting times and response deadlines against the law's requirements.
3. Update the information on out-of-court resolution systems.
4. Prepare the assessment and the audit required by Articles 21 and 22, with the frequency that applies to each company.

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