Complaints and suggestions

Chapter IV of Royal Decree 951/2005 of 29 July, which establishes the general framework for improving quality in the General Administration of the State, regulates the Program of Complaints and Suggestions.

This program allows the management of complaints and suggestions of citizens, with the aim of improving the quality of public services. The unit responsible must be responsible for its reception and processing, ensure an adequate response and report on the measures adopted.

What can you present?

Complaints:

If you believe that there has been an unjustified delay, breach of deadlines, neglect or any other kind of irregular action in the operation of the services provided, you can file a complaint.

Suggestions:

If you want to propose improvements in the quality of services, optimize performance, simplify procedures or eliminate unnecessary ones, you can send a suggestion.

Congratulations on the service provided or the attention received.

Important: Anonymous complaints and suggestions will not be answered, although they can be considered internally to improve the services. The complaints will not have, in any case, the qualification of administrative appeal, nor will their presentation interrupt the deadlines established in the current regulations.

Forms of presentation

Face-to-face (without digital certificate)
Via telematics (with digital certificate)

Face-to-face (without digital certificate)

To file a complaint, suggestion, or congratulations in person, follow these steps:

Download and complete the form of complaints, suggestions and congratulations available on this page and at the Registration Assistance Offices or Citizenship Assistance Offices.
You can also write a signed letter detailing the reason for your complaint, suggestion or congratulations. Include your name, surname, telephone number, address and, if applicable, email address to send you an answer, if you indicate so.
Both the form and the written form can be submitted at any Registration Assistance Office or Citizenship Assistance Office. You can consult the available offices in this link Consultation Registration Offices, which provides a detailed list of all locations.

Below, the form of complaints, suggestions or congratulations for your download is available:

Form of Complaints, Suggestions and Congratulations

Via telematics (with digital certificate):

To submit a complaint, suggestion or congratulations electronically, you must choose one or another option depending on the subject:

For matters related to the services provided by Government Delegations and Sub-Delegations and Island Directorates, including those related to immigration offices, please use the following link: Complaints and suggestions to Delegations, Subdelegations or Island Directorates

Complaints and suggestions concerning the services of foreigners provided by the National Police Force (such as fingerprinting) should be addressed to the Ministry of the Interior through the following link: https://www.interior.gob.es/opencms/es/servicios-al-ciudadano/participacion-ciudadana/derechos-de-participacion-administrativa/quejas-y-sugerencias/

For matters related to the central services of the Ministry of Territorial Policy and Democratic Memory use the following link:

Complaints and suggestions in the Central Services of the Ministry of Territorial Policy and Democratic Memory.

Deadline for response

The Administration has a deadline of 20 business days to respond to your request from the receipt of the complaint or suggestion. If additional information is required, you will be notified in due course.

Your opinion is important and helps us to improve the quality of public services. Thank you for your cooperation.

Complaints and Suggestions