1. Build the timeline
Write down what happened in date order: payment, promise, problem, complaint, response and refusal.
How to complain about a business in Spain
Before complaining about a hotel, car-hire company, landlord, property agency, shop, service provider or booking platform, organise the facts properly. A clear evidence file is usually stronger than angry messages, phone calls or scattered screenshots.
2. Attach evidence
Keep receipts, contracts, photos, screenshots, emails, WhatsApp messages, invoices and payment records.
3. Ask for one outcome
Be specific. Ask for a refund, correction, repair, written explanation, release of deposit or another clear action.
Before you complain, collect these details
The complaint is easier to understand when the business, transaction, problem and requested outcome are clear.
- Business name, trading name, website, branch, address or booking profile.
- Date and time of the purchase, booking, rental, service or incident.
- Amount paid and proof of payment.
- Contract, receipt, invoice, booking confirmation or reservation record.
- Messages with the business: email, WhatsApp, SMS, app or platform messages.
- Photos, videos, screenshots or documents showing the problem.
- Names or roles of people involved, if known.
- What the business promised, refused or failed to do.
- The exact outcome you want.
Do not start with threats
Start with a clean written complaint. Avoid exaggerated accusations, voice-note arguments or repeated phone calls with no record. If the issue later escalates, your written timeline and evidence will matter more than emotion.
Common complaint categories
Rental and deposit problems
Landlord kept deposit, agency refuses refund, damage deductions, missing inventory or no response. See rental deposit problems in Spain.
Car hire and card charges
Damage charges, fuel fees, excess disputes, card deductions or deposits not released. See car hire complaints in Spain.
Hotels and bookings
Refund refused, cancellation dispute, poor accommodation, overbooking or platform problem. See hotel booking complaints in Spain.
Property reservation fees
Holding deposit, reservation fee, agency promises, changed terms or refused refund. See property reservation fee problems in Spain.
Tourist complaints
Overcharging, excursions, transport, accommodation, services or refund issues. See tourist complaint checklist.
Official complaint form
If you need the Spanish complaint form explained in English, see Hoja de Reclamaciones in English.
Simple complaint wording structure
Identify the transaction
State what you bought, booked or paid for, including amount, date and reference number.
Describe the problem
Explain what went wrong in factual language and refer to the evidence you have.
Request the outcome
Ask for the specific refund, repair, correction, release, explanation or action you want.
Example wording
On [date], I paid [amount] to [business name] for [product/service/booking]. The problem is [short factual explanation]. I contacted the business on [date] and requested [outcome]. The response was [response/refusal/no response]. I attach [evidence]. I request [specific outcome] and a written response.
How CostaSure helps
CostaSure helps turn a messy complaint into a structured first-stage file. It can help organise the facts, timeline, evidence, missing information and practical wording before escalation.
- Chronology of what happened.
- Evidence review and missing evidence points.
- Complaint category selection.
- Practical first-stage wording based on the selected package.
Useful CostaSure tools and guides
Use these free pages before escalating. They help organise evidence, choose the right complaint route and prepare a calm first message.
Evidence Strength Checker
Check whether your complaint file is weak, medium or strong before escalating.
Complaint Message Generator
Create a calm first written complaint message for a Spain consumer issue.
Spain Complaint Hub
Find the right route for rental, car-hire, hotel, booking, property and tourist complaints.
Hoja de Reclamaciones in English
Understand Spain’s official complaint form and useful Spanish phrases.