What is a hoja de reclamacion (complaint paper)?
Spanish law states that any consumer, regardless of the type of business (e.g. bank, telecom company, restaurant, clothing store, etc.), can file a complaint against the business if he or she encounters some “unreasonable” or “unfair” treatment.
Consumers who have been treated unfairly or unreasonably have the right to file a complaint by asking for a “hoja de reclamación” (complaint paper). Complaints can be made for a variety of reasons, such as: discrimination based on nationality, unfair treatment, unjustified charges, refusal to refund, etc.
In Spain, stores of all types of business are required to have a complaint paper in order to protect the rights of consumers. All stores are required by law to have a complaint paper and to post a notice in a conspicuous place in the store informing customers that the store has a hoja de reclamacion, as shown in the picture (Madrid region for example) : 
Note: If a store does not have a complaint paper, people can report it to the municipal police and the business will be fined.
After filling the complaint paper
Where do I submit my complaint after filling it out? The usual hoja de reclamación complaint paper is a copy of 3 sheets, 1 for the complainant, 1 for the company and 1 for the consumer protection office. You should fill them out and have them signed or stamp.
Note: The signature of the company does not mean that it agrees with the content of the complaint, but only that it is aware of the existence of the complaint. Therefore, they may not fail to sign without reason.
After writing the complaint paper to the local consumer department (“Consumo”), the review time according to the local department office. Although the effectiveness of such a complaint is very limited, but it is also a way to defend your rights as consumer.
