Shops, restaurants or any other kind of establishment or service open to the public are required to have complaint forms available at the request of any customer.
The complaint form is the instrument that the tourism administration offers to all customers to enable them to exercise their right to complain to the Dirección General de Turismo.
If you have any serious complaints, you should request the complaint form, fill it out and present it yourself either at the Tourist office at city hall or at the correspondence office at the Government of Madrid.
If the establishment refuses to give you the official complaint form, you can ask for police help.
We have attached an example of the form that any establishment must show in their shops, to inform you on your rights to claim against any service failure, poor service quality or defective products.