File a complaint

If something unfortunate happens to you during your visit to Madrid, there are several ways to file a complaint and seek assistance. Here’s what you can do:

1. Report a theft or robbery: If someone steals your wallet or other belongings, it is essential to report it to the police as soon as possible. The emergency number for police assistance in Spain is 112. They will guide you on how to proceed and help you file a police report (denuncia). Make sure you have a copy of the report, as you may need it for insurance purposes.
2. Overcharged in a restaurant: If you feel you’ve been overcharged in a restaurant, it’s always best to talk to the staff directly first. Explain the issue, and try to reach a resolution. If that fails, you can contact the Consumer Office (Oficina Municipal de Información al Consumidor – OMIC). You can find their office locations on the Madrid City Council website. They will help you file a complaint and provide guidance on your consumer rights.
3. Overcharged by a taxi driver: If you suspect that a taxi driver has overcharged you, take note of the driver’s ID number and the taxi’s license plate number. You can then file a complaint with the Madrid Municipal Taxi Service (Servicio de Taxi Municipal) by phone, email, or in-person. The taxi service will investigate your complaint and take appropriate action.
4. Other issues: If you experience any other problems during your visit to Madrid, such as poor service, unsafe conditions, or other issues, you can contact the Tourist Attention Office (Oficina Municipal de Información Turística – OMAT) or the Madrid City Council’s Complaints Office (Oficina de Atención al Ciudadano – OAC). They will help you file a complaint and offer assistance.

In all cases, it’s essential to keep a record of the incident, including dates, times, names, and any other relevant information. This information will be helpful when filing a complaint or seeking assistance. Remember that Madrid is a safe and welcoming city, but it’s always best to be prepared and informed to make the most of your trip.