Aware of the importance of improving its services, the SPTO provides its users with a procedure for submitting complaints, suggestions and compliments.

How to submit a complaint, suggestion or compliment

In order for a complaint, suggestion or compliment to be processed, you need to include information that enables the sender to be identified, along with the necessary contact details (postal address, email address, etc.) and the documents also need to be signed.

You can help us to improve our services by submitting your comments in the format of your choice:

  • By completing the following on-line form (under construction) from the e-Office
  • Or by downloading the form, which can be submitted:
    • Either in person or by ordinary mail at our Office in:
      Paseo de la Castellana, 75
      28071 Madrid
    • By fax on 91 349 55 97
    • By email to: (preferably with a digital signature. However, emails will always be considered provided they include information identifying the sender, thereby enabling them to be processed and a response issued)
    • By telephone on 902 157 530 (In this case, the caller will be provided with information on all the above channels and they will preferably use one of these)

SPTO's commitment to complaint handling

80% of complaints received are answered within 15 working days. The rest, up to 100%, are answered within 19 working days. If no response is received within this time limit, the interested party may contact the General Inspectorate for Services at the Ministry of Industry, Tourism and Trade (Article 16.3 of RD 951/2005).

Important: The complaints submitted shall in no way be considered as an administrative appeal, nor will they affect the deadlines established by law for lodging them.