The latest on Law 10/2025 on Customer Service: Adapt your website before December

The Law 10/2025 on customer service It is no longer just a recent regulation that companies should be aware of.

Since April 2026, the framework has been made concrete with new resolutions published in the BOE that turn several obligations into very specific operational decisions, especially regarding telephone channels, numbering, traceability and separation between assistance and commercial calls.

This changes the business approach. Until now, many companies could interpret the law as a future obligation, associated with the general adaptation period.

However, the latest developments introduce a much clearer message: Customer service needs to start being reviewed now.Because adapting processes, channels, arguments, communications, complaint systems, contractual documentation and multilingual content is not a task that can be resolved at the end of the deadline.

The regulation was published in the BOE on December 27, 2025 and came into force the following day, with a general adaptation period of twelve months. In practice, this places the compliance horizon around December 28, 2026except for specific sectoral features or developments.

The key is to understand that this law does not only affect the customer service department. It impacts legal, marketing, sales, operations, technology, customer experience, and corporate communications.

And, for companies with clients in different autonomous communities or with international users, it also introduces an obvious need: translate, adapt and review content to ensure that care is understandable, consistent and legally sound.

New features of Law 10/2025 on customer service: what has changed

The major update of 2026 comes with two resolutions dated April 14, 2026, published in the BOE on April 16, which develop the use of numbering for two realities that the law wants to clearly distinguish: the customer service and the business calls.

This distinction is more important than it seems. For years, many consumers have received communications from companies without clearly knowing whether they were dealing with a support channel, a promotional call, an incident management, or a commercial action. Law 10/2025 seeks to organize this scenario and strengthen confidence.

The goal is for the customer to better identify the purpose of the contact and for the company to demonstrate that its channels are correctly configured.

In practice, this involves reviewing the entire telephone support architecture. Having a visible number on the web is not enough. It is necessary to analyze which number is used for each purpose, what happens when a call is forwarded, how the user is informed, what scripts the team uses, how a complaint is documented, and whether the channel meets the required conditions.

The resolution on numbering for customer service It allocates public numbering resources for this type of service and establishes general conditions of use. According to the BOE (Official State Gazette), customer service includes actions related to information, support, incident management, complaints and contract maintenance. without persuasive commercial purpose.

This means that companies need to better separate caregiving from commercial activities. And that separation cannot remain solely a matter of internal policy. It must be reflected in the channels, the messages, the documentation, and the actual user experience.

New features in Law 10/2025 on customer service: numbering and business calls

One of the most practical new features is the regulation of the numbering. For customer service, the April 2026 resolution contemplates the use of certain ranges, including internal operator short numbers, 800/900 numbers and geographic numbers, in accordance with the conditions set by the State Secretariat for Telecommunications and Digital Infrastructures.

Furthermore, the resolution takes effect from April 17, 2026, and provides a period of six months to adapt the calls to the corresponding ranges.

The second resolution, also dated April 14, 2026, reserve the range 400 for the provision of the commercial calling service. The BOE expressly states that the numbering 400 cannot be used for customer service or for any uses other than those provided for in the resolution.

In business terms, this requires reviewing three layers:

• The technical layerbecause telephone and contact center systems must correctly distinguish between assistance and sales activity.
• The documentary layerbecause the company needs to be able to justify how it informs, attends, records and responds.
• The communicative layerbecause all texts, recorded messages, emails, forms, contracts, general conditions and help pages must be aligned with the new framework.

This is where many organizations underestimate the effort. The law is not complied with simply by changing a phone number on the website. It is achieved when the entire customer journey, from the first inquiry to the resolution of an issue, is designed with clarity, accessibility, traceability, and linguistic consistency.

Separating customer service from sales is now an operational requirement

The new regulation reinforces a fundamental idea: Serving is not selling.

It may seem obvious, but in business practice it has not always been so. Many customer service channels have historically functioned as hybrid points where queries were resolved, incidents were managed, and at the same time, offers, renewals, or commercial retention actions were introduced. With Law 10/2025 and the resolutions of April 2026, that mix must be reviewed very carefully.

This does not mean that a company cannot have an active business strategy. This means you must differentiate between contexts. When a customer contacts us to resolve an issue, cancel a service, dispute a charge, or request information about their contract, the channel should be customer service oriented. If the company uses that same environment to introduce commercial pressure, unsolicited offers, or confusing messages, it can create a compliance and reputational problem.

In practice, this involves reviewing scripts, voiceovers, email templates, automated responses, chatbots, web forms, and routing protocols. It also requires training staff to distinguish between a support interaction and a commercial interaction.

The key lies in the intention behind the contact. If the customer seeks assistance, the response should be supportive. Clara. Traceable. Accessible. Without confusion.

The adaptation period requires action before December 2026

Although the general adaptation period is around December 28, 2026, waiting until the last quarter would be a strategic mistake. Adapting to Law 10/2025 is not an isolated task of legal compliance, but a cross-cutting project that affects processes, technology, documentation and content.

A company that serves thousands of customers cannot review all of its channels in just a few weeks. You need to audit what points of contact exist, what languages ​​are used, what responses are delivered, what channels allow complaints, how requests are identified, what supporting documents are sent, and how information is stored.

In addition, the law requires elements that force a redesign of the care experience. Among them, they highlight the need to facilitate the submission of complaints, claims and incidents, provide proof of actions taken, offer reasoned responses and ensure that service does not depend exclusively on automated systems.

This means that sales teams have a clear opportunity to initiate conversations with customers and leads. The question is no longer whether the company will have to adapt, but how much time does it take to do it right.

And doing it right doesn't just mean complying. It means avoiding friction, reducing complaints, improving customer confidence, and protecting the brand.

What content should companies review?

Law 10/2025 should translate into a thorough review of the content involved in the relationship with the client. We are not only talking about legal texts. We're talking about everything a person reads, hears, or receives when they need assistance.

This includes contact pages, help centers, complaint forms, general terms and conditions, contracts, transactional emails, SMS messages, telephone greetings, chat responses, internal protocols, after-sales documentation, incident communications, cancellation policies, and follow-up messages.

The review should answer one simple question: Does the customer understand what they can do, through which channel, within what timeframe, and with what guarantees?

When the answer is not clear, the company faces a risk. And that risk increases when it operates in several languages, in different autonomous communities, or with international clients.

In these cases, translation cannot be approached as a literal conversion of words. It must be a linguistic, cultural and functional adaptation. A customer service text should sound natural, but it should also be accurate. It should be friendly, but not ambiguous. It must be commercially sound, but legally prudent.

The difference is important. A poorly translated form can make it difficult for the customer to understand how to file a claim. An unclear expression can generate helplessness. A confusing automated email can lead to unnecessary escalation. A contract translated without criteria can open the door to contradictory interpretations.

Customer service begins long before a person speaks to an agent. Start with the content.

Accessibility, co-official languages ​​and understandable service

One of the most sensitive aspects of the law is the obligation to provide accessible, personalized and appropriate attention to the needs of consumers. The regulation also incorporates relevant references to care in Spanish and, where appropriate, in co-official languages, within the applicable legal framework.

It is important to be precise. Law 10/2025 should not be interpreted as a general and unlimited obligation to serve any person in any foreign language. However, it does reinforce a clear expectation: Companies must ensure that their customer service channels are understandable, accessible, and appropriate to the customer's context.

In increasingly international markets, this has an obvious practical consequence. Companies that operate with users from different countries, linguistic communities, or cultural profiles need to review how they communicate their customer service processes. Not only to comply, but to avoid misunderstandings that end in complaints, absences or loss of trust.

Here, translation, linguistic revision, and interpretation services can add a lot of value. Not as a cosmetic addition, but as a preventative tool. Well-adapted content reduces doubts. A clear answer prevents escalation. Consistent communication improves the perception of professionalism.

In regulated sectors, this point is even more important. Energy, telecommunications, transport, financial services, insurance, high-volume e-commerce or utilities cannot afford improvised messages. Every word counts.

The financial sector requires a specific reading

The application of Law 10/2025 is not identical in all sectors. In the financial sector, the standard has a specific connection with the Law 44/2002, on Measures for the Reform of the Financial System, modified by Law 10/2025 itself. Furthermore, the reference information from the initial analysis recommends clarifying that the application in this area should be understood as supplementary to its sectoral regulations.

This is important to avoid oversimplified messages. A financial institution, an insurer, a fintech company, or any company subject to sector regulation should not limit itself to applying a generic list of obligations. You must analyze how the new requirements fit with your own framework, your complaints procedures, your reporting obligations, and your supervisory systems.

Regarding sanctions, Law 10/2025 should also be read in conjunction with the Consolidated text of the General Law for the Defense of Consumers and Users and, where applicable, with the relevant sectoral and regional regulations. Therefore, the consequences of non-compliance can be significant, but their specific application will depend on the regulatory framework governing each infraction.

The admission for processing of the unconstitutionality appeal number 2331-2026 also partially affects this reading, because it includes, among other elements, the second final provision of Law 10/2025, related to modifications of Law 44/2002.

This does not mean that the law has been repealed. As of the date of this analysis, the admission of the appeal is a relevant contextual novelty, but it does not in itself equate to a general suspension of the rule. However, it does advise closely monitoring its evolution and avoiding absolute statements in commercial or legal materials.

Prudence also sells. Because it conveys competence.

Appeal of unconstitutionality: what companies need to know

On April 21, 2026, the following was published in the BOE: admission for processing of the unconstitutionality appeal number 2331-2026, promoted against several provisions of Law 10/2025. Specifically, the BOE mentions articles 7.2, 8.6, 9.2, 13.6, 23.1 and the second final provision, in certain aspects.

For a company, the right reading is a balanced one. It is not advisable to ignore this resource, because it is a public and relevant development. But it's also not advisable to use it as an excuse to halt the adaptation. Until a decision is made that alters the validity or application of the affected precepts, companies must continue to work within the current regulatory framework.

In practice, this involves two simultaneous movements. On the one hand, to move forward with operational and documentary adaptation. On the other hand, maintain legal oversight of the evolution of the resource.

This combination is especially useful for companies that have to submit compliance plans, prepare budgets, justify investments, or activate content review projects. The internal message can be clear: The law is in force, the calendar is moving forward, and the developments of April 2026 already demand concrete decisions..

Why this law should activate translation and adaptation projects

For ATLS Global, the critical point is to turn the law into a real opportunity for improvement. Many companies will be reviewing their customer service channels out of necessity. The smartest ones will also do it strategically.

Clear, accessible, and well-documented care reduces costs. Fewer repeated calls. Fewer misdirected complaints. Fewer escalated incidents. Less frustration. Less reputational risk.

But to get there, the content must be aligned. And when a company operates in multiple languages, that alignment becomes more complex.

Simply translating a contact page is not enough. The entire ecosystem needs to be reviewed:

• legal and contractual texts;
• complaints and claims forms;
• email templates;
• automatic responses;
• telephone support scripts;
• Help center contents;
• chatbot messages;
• incident reports;
• texts of cancellation, withdrawal or unsubscription;
• internal documentation for support teams.

In practice, this means working with profiles capable of understanding both the language and the regulatory context and the customer experience. Pure legal translation may fall short. Business writing may be insufficient. The solution lies in a hybrid approach: accuracy, clarity and adaptation to the end user.

That is the space where a company like ATLS Global can add value. Not just translating words, but helping to ensure that customer service communication is consistent, professional, and ready for the new framework.

What should companies do now?

The best way to address the new features of Law 10/2025 on customer service is to start with a practical audit. Not a theoretical review. A review of what the customer actually sees, receives, and experiences.

The first step is to identify all customer service channels: phone, email, web, app, chatbot, physical office, private area, social media and postal mail. Next, it is necessary to check if these channels allow for the submission of queries, complaints, claims and incidents in a clear, accessible and traceable manner.

The second step is to check the telephone number. The resolutions of April 2026 on customer service and business calls have made this point urgent. Customer service and sales calls must be properly differentiated, both in technical practice and in communication to the user.

The third step is to review the contents. This is where many companies will discover inconsistencies: Different terms for the same process, forms that do not explain deadlines, emails that do not correctly identify the claim, literal translations, messages in several languages ​​that do not say exactly the same thing, or phrases that do not guide the customer well.

The fourth step is to form the team. The law is not fulfilled with documents alone. It is achieved when the people providing the service understand what they should do, what they should not promise, how they should register an incident, and how they should respond clearly.

The fifth step is to establish a system of continuous updates. Because the law has already undergone significant changes in April 2026 and may continue to evolve, especially due to the appeal of unconstitutionality admitted for processing.

An opportunity to improve trust, compliance, and conversion

The new provisions of Law 10/2025 on customer service place companies in a difficult position. They can treat the adaptation as just another legal formality, or they can use it to truly review how they communicate with their customers.

The second option is the smartest.

A well-designed care plan not only reduces risks. It also improves conversion, customer loyalty, and brand perception. When a company explains its processes well, responds clearly, and adapts its content to the user's real needs, it conveys professionalism. And that professionalism translates into trust.

The new regulatory framework reinforces something that customers have already been demanding: clear channels, helpful answers, understandable information, and less friction. The April 2026 resolutions add an additional layer of urgency, especially in telephony and business calls. The appeal of unconstitutionality adds context, but does not eliminate the need to act.

The conclusion is simple: The adaptation must begin now..

For companies with multilingual operations, distributed teams, or customers in different markets, the job is not just about complying with Law 10/2025. It consists of turning every point of contact into a clear, consistent, and reliable experience.

And that starts with words.

Frequently asked questions about the new features of Law 10/2025 on Customer Service

Karen Aliaga

Business Manager with extensive experience in business development, sales and strategic client management.