Customer Service Act

The Customer Service Act (LSAC) aims to establish a common framework for the management of customer service functions, regulating minimum service quality standards and the applicable evaluation and control mechanisms. In doing so, it seeks to strengthen consumer protection and improve the effectiveness of the handling of enquiries, complaints and claims. To this end, the Act introduces common operational parameters relating to accessibility, traceability, personalized assistance and the protection of vulnerable groups.

Customer Service Act

Watch video

Executive summary

In December 2025, the Spanish Parliament adopted the Customer Service Act (LSAC), introducing for the first time a common and mandatory framework of minimum quality standards and evaluation mechanisms for customer service functions. The Act applies to activities carried out in Spain by companies selling goods or providing services to consumers, regardless of the country in which the company is established.  It sets out a common framework for the management of enquiries, complaints, claims and incidents in customer service functions, replacing the previous framework, which was largely sector-specific.

The Act entered into force on 28 December 2025, and a 12-month period was established for companies to adapt their customer service functions to the new requirements set out in the Act.

Main Content

The content of the technical note is structured around the following main blocks:

• General objectives of the Act. The Act establishes a common framework for the management of customer service functions (SAC), structured around two main objectives: i) defining a minimum service quality standard through enforceable operational parameters relating to service channels, personalized assistance, response times, accessibility and separation from commercial activities; and ii) implementing mechanisms for the evaluation and control of the standard, including its measurement, documentation, external audit and the application of the corresponding sanctioning regime.
• Scope of application of the Act. The Act defines both the objective and subjective scope of the regulation, expanding the scope of the customer service framework compared with the previous regime by regulating the management of enquiries, complaints, claims and incidents and by extending the concept of customer. The Act applies to activities carried out in Spain by companies selling goods or providing services to consumers, including foreign companies operating in the Spanish market, as well as certain essential service sectors and large companies exceeding specific size thresholds.
• Impact on the financial sector. The sector-specific framework governing complaints and claims procedures in financial institutions remains in force under Act 44/2002, while Act 10/2025 applies on a supplementary basis, strengthening the design, accessibility and control of customer service functions. In this context, the Act raises the operational standards of the SAC without replacing the supervisory and sanctioning framework specific to the financial sector.

Download the technical note on the Customer Service Act (also available in Spanish).