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

Act 10/2025 on Customer Service is no longer just a recent regulation that companies should be aware of.

From April 2026, the framework has been clarified through new resolutions published in the Official State Gazette (BOE), which turn several obligations into very specific operational requirements, particularly in relation to telephone channels, numbering, traceability, and the separation between customer support and sales calls.

This changes the business approach. Until now, many companies may have interpreted the law as a future obligation, associated with the general adaptation deadline.

However, the latest developments introduce a much clearer message: customer service processes need to start being reviewed now, because adapting processes, channels, scripts, communications, complaint systems, contractual documentation and multilingual content is not something that can be left until the end of the deadline period.

The regulation was published in the BOE on 27 December 2025 and entered into force the following day, with a general adaptation period of twelve months. In practice, this sets the compliance deadline at around 28 December 2026, except for sector-specific provisions or particular regulatory implementations.

The key point is understanding that this law doesn't just affect the customer service department. It impacts legal, marketing, sales, operations, technology, customer experience and corporate communications.

And, for companies with clients across different autonomous communities or with international users, it also clearly introduces a need: translate, adapt and review content to ensure that services are understandable, consistent and legally sound.

News on Customer Service Act 10/2025: what has changed

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

This distinction is more important than it seems. For years, many consumers have received communications from companies without a clear understanding of whether they were dealing with a support channel, a promotional call, a case-handling interaction or a sales activity. Act 10/2025 seeks to bring order to this landscape and strengthen trust.

The aim is for customers to be able to more easily identify the purpose of a contact, and for companies to be able to demonstrate that their channels are properly configured.

In practice, this means reviewing the entire architecture of telephone customer service. It is not enough to have a visible number on the website. Companies must analyse which number is used for each purpose, what happens when a call is transferred, how the user is informed, what scripts the team uses, how a complaint is documented, and whether the channel complies with the required conditions.

The resolution on numbering for customer service services allocates public numbering resources for this type of service and establishes general conditions of use. According to the BOE, customer service covers activities related to information, support, incident management, complaints, and contract maintenance, with no persuasive commercial purpose.

This means that companies must better differentiate between service-related and commercial activities. And that separation can't be just through an internal policy. It must be reflected in channels, messaging, documentation, and the real user experience.

News on Customer Service Act 10/2025: numbering and sales calls

One of the most practical changes is the regulation of numbering. For customer service operations, the April 2026 resolution provides for the use of certain number ranges, including internal short operator numbers, 800/900 numbers, and geographic numbers, in keeping with the conditions set by the Spanish Secretariat of State for Telecommunications and Digital Infrastructure.

Moreover, the resolution takes effect from 17 April 2026 and provides a six-month period to adapt calls to the corresponding numbering ranges.

The second resolution, also dated 14 April 2026, reserves the 400 range for the provision of commercial calling services. The BOE explicitly states that 400 numbering may not be used for customer service nor for any purposes other than those set out in the resolution.

In business terms, this requires reviewing three layers:

• The technical layer, as telephony systems and contact centres must correctly distinguish between support and commercial activity.
• The documentation layer, as the company must be able to demonstrate how it informs, serves, records and responds.
• The communications layer, as all texts, recorded messages, emails, forms, contracts, terms and conditions, and help pages must reflect the new framework.

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

Separating customer service and sales is now an operational requirement

The new regulation consolidates a fundamental idea: customer service is not sales.

This may seem obvious, but in business practice it hasn't always been so. Many service channels have historically functioned as hybrid points where queries were resolved, incidents were handled and, at the same time, offers, renewals or retention actions were introduced. Under Act 10/2025 and the April 2026 resolutions, this overlap must be reviewed with great care.

This doesn't mean that a company can't have an active commercial strategy. It means distinguishing between contexts. When a customer contacts a company to resolve an issue, cancel a service, dispute a charge or request information about their contract, the channel must be oriented towards customer service. If the company uses that same environment to introduce commercial pressure, unsolicited offers or unclear messaging, it may create a compliance and reputational risk.

In practice, this requires reviewing scripts, recorded announcements, email templates, automated responses, chatbots, web forms and escalation protocols. It also requires training staff so they can distinguish between a support interaction and a commercial interaction.

The key lies in the intention of the contact. If the customer is seeking assistance, the response must be service-oriented. Clear. Traceable. Accessible. Unambiguous.

The adaptation deadline requires action before December 2026

Although the general compliance deadline is set for 28 December 2026, waiting until the final quarter would be a strategic mistake. Adapting to Act 10/2025 is not an isolated legal compliance task, but a cross-functional project affecting processes, technology, documentation and content.

A company handling thousands of customers can't review all its channels in just a few weeks. It needs to audit which contact points exist, which languages are used, what responses are delivered, which channels allow complaints, how requests are identified, what acknowledgements are issued and how information is stored.

In addition, the law introduces requirements that force a redesign of the customer service experience. Among them are the need to facilitate the submission of complaints and incidents, provide evidence of processing, deliver justified responses and ensure that customer service doesn't rely exclusively on automated systems.

This means that sales teams have a clear opportunity to activate conversations with customers and leads. The question is no longer whether companies will need to adapt, but how long they will need in order to do so properly.

And that doesn't mean simply complying. It means avoiding friction, reducing complaints, improving customer trust and protecting the brand.

What content companies need to review

Act 10/2025 must be translated into a thorough review of the content involved in the customer relationship. We are not referring only to legal texts. We are referring to everything a person reads, hears or receives when they require assistance.

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

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

When the answer is not clear, the company faces a risk. And that risk increases when operating in multiple languages, across different autonomous communities or with international customers.

In these cases, translation can't be approached as a literal conversion of words. It must be a linguistic, cultural and functional adaptation. A customer service text must sound natural, but also be precise. It must be friendly, but unambiguous. It must be commercially consistent, but legally cautious.

The difference is important. A poorly translated form may prevent a customer from understanding how to submit a complaint. An unclear recorded message may leave customers vulnerable. A confusing automated email may trigger an unnecessary escalation. A contract translated without proper judgment can open the door to contradictory interpretations.

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

Accessibility, co-official languages and clear customer service

One of the most sensitive aspects of the law is the requirement to provide accessible, personalised customer service adapted to the needs of consumers. The regulation also includes relevant references to providing service in Spanish and, where applicable, in co-official languages, within the applicable legal framework.

It is important to be precise. Act 10/2025 should not be interpreted as a general and unlimited obligation to provide customer service in any foreign language to any person. 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 operating 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 lead to complaints, cancellations or loss of trust.

This is where translation, linguistic review and interpreting services can add significant value. Not as a cosmetic addition, but as a preventative tool. Well-adapted content reduces uncertainty. A clear response prevents escalation. Consistent communication improves perceived professionalism.

In regulated sectors, this point is even more important. Energy, telecommunications, transport, financial services, insurance, high-volume e-commerce and utilities can't afford improvised messaging. Every word matters.

The financial sector requires a specific reading

The application of Act 10/2025 is not uniform across all sectors. In the financial sector, the regulation has a specific connection with Act 44/2002 on Financial System Reform Measures, as amended by Act 10/2025 itself. In addition, the reference material from the initial analysis recommends clarifying that application in this area must be understood as supplementary to sector-specific regulation.

This is important in order to avoid oversimplified messages. A financial institution, insurer, fintech or any regulated entity should not limit itself to applying a generic checklist of obligations. Companies must analyse how the new requirements fit within their own framework, internal complaint procedures, reporting obligations and supervisory systems.

In terms of sanctions, Act 10/2025 must also be read together with the consolidated text of the General Law for the Defence of Consumers and Users and, where applicable, with relevant sector-specific and regional regulations. As a result, the consequences of non-compliance may be significant, but their exact scope will depend on how each infringement fits within the applicable regulatory framework.

The admission for consideration of constitutional challenge no. 2331-2026 also partially affects this interpretation, as it includes, among other elements, final provision two of Act 10/2025, on amendments to Act 44/2002.

This doesn't mean that the law has been annulled. At the time of this analysis, the admission of the constitutional challenge is a relevant contextual development, but it does not in itself amount to a general suspension of the regulation. It does, however, warrant monitoring its progress closely and avoiding absolute statements in commercial or legal materials.

Caution also sells. Because it conveys reliability.

Constitutional challenge: what companies need to know

On 21 April 2026, the BOE published the admission for consideration of constitutional challenge no. 2331-2026, brought against several provisions of Act 10/2025. Specifically, the BOE refers to articles 7.2, 8.6, 9.2, 13.6, 23.1 and final provision two, in certain respects.

For companies, the correct reading is balanced. This appeal should not be ignored, since it is a public and relevant development. But nor should it be used as a reason to halt compliance efforts. Until a decision is taken that changes the validity or applicability of the affected provisions, companies must continue working within the existing legal framework.

In practice, this implies two simultaneous actions. On the one hand, continuing to adapt operations and documents. And on the other, keeping an eye on any developments with the challenge.

This combination is particularly useful for companies that need to submit compliance plans, prepare budgets, justify investments or launch content review projects. The internal message can be clear: the law is in effect, the timeline is advancing, and the developments of April 2026 already require concrete decisions.

Why this law should trigger translation and localisation projects

For ATLS Global, the critical point is turning the law into a real opportunity for improvement. Many companies will review their customer service channels out of obligation. The smartest ones will also do so as a matter of strategy.

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

But to achieve this, the content must be compliant. And when a company operates in multiple languages, that compliance becomes more complex.

It's not enough to translate a contact page. The entire ecosystem must be reviewed:

• legal and contractual texts;
• complaint and claims forms;
• email templates;
• automated responses;
• telephone customer service scripts;
• help centre content;
• chatbot messages;
• incident-related reports;
• cancellation, withdrawal or termination texts;
• internal documentation for support teams.

In practice, this requires working with professionals who can understand both the language and the regulatory and customer experience context. A pure legal translation may fall short. Commercial copywriting may be insufficient. The solution lies in a hybrid approach: accuracy, clarity and adaptation to the end user.

This is the space where a company like ATLS Global can add value. Not just by translating words, but by helping ensure that customer service messaging is consistent, professional and aligned with the new framework.

What companies should do now

The best way to approach the requirements of Act 10/2025 is to start with a practical audit. Not a theoretical review, but a review of what the customer actually sees, receives and experiences.

The first step is to identify all customer service channels: telephone, email, website, app, chatbot, physical office, customer area, social media and postal mail. Then it is necessary to check whether these channels allow users to submit enquiries, complaints, claims and incidents in a clear, accessible and traceable way.

The second step is to review telephone numbering. The April 2026 resolutions on customer service and sales calls have made this urgent. Customer service and commercial calls must be properly differentiated, both in technical implementation and in user-facing communication.

The third step is to review content. This is where many companies will uncover inconsistencies: different terms for the same process, forms that don't explain deadlines, emails that don't correctly identify a complaint, literal translations, multilingual messages that don't say exactly the same thing, or recorded messages that don't properly guide the customer.

The fourth step is to train the team. The law is not complied with through documents alone. It is complied with when the people providing the service understand what they must do, what they must not promise, how to register an incident and how to respond clearly.

The fifth step is to establish a system of continuous updates. Because the law already saw significant developments in April 2026 and may continue to evolve, particularly due to the constitutional challenge admitted for consideration.

An opportunity to improve trust, compliance and conversion

Companies face a choice as a result of the requirements of Act 10/2025. They can treat adaptation as another legal obligation, or they can use it as an opportunity to genuinely review how they communicate with their customers.

The second option is the most strategic.

Well-designed customer service doesn't just reduce risk. It also improves conversion, loyalty and brand perception. When a company explains its processes clearly, responds with precision and adapts its content to the user’s real needs, it conveys professionalism. And that professionalism builds trust.

The new regulatory framework reinforces something customers have already been demanding: clear channels, useful answers, understandable information and less friction. The April 2026 resolutions add another layer of urgency, particularly in relation to telephony and sales calls. The constitutional challenge provides context, but doesn't remove the need to act.

The conclusion is simple: adaptation must start now.

For companies with multilingual operations, distributed teams or customers across different markets, the task isn't just to comply with Act 10/2025. It's to turn every touchpoint into a clear, consistent and reliable experience.

And that starts with words.

FAQs about the requirements of Customer Service Act 10/2025

Karen Aliaga

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