Skip to main content
Complaint procedure in Spain
More

Complaints Handling Procedure in Spain

(hereinafter referred to as the "Complaints Handling Procedure")

Pursuant to Spanish Law No. 43/2010 of December 30, 2010, "On the Universal Postal Service, Users' Rights, and the Postal Market" and Royal Legislative Decree No. 1/2007 of November 16, 2007, "Approving the Consolidated Text of the General Law on the Protection of Consumers and Users", this procedure applies to NOVA POSHTA DELIVERY, S.L. as of October 15, 2026.

1. Preliminary Provisions

1.1.   Complaint means a statement by which the recipient of a service or the sender submits to NOVA POSHTA DELIVERY, S.L., with its registered office at Marina street, 16-18, 08005 Barcelona, Spain, tax identification number (NIF): B56581192, registered with the Barcelona Commercial Register (hereinafter the "Provider" or "Operator"), a claim arising from the non-performance or improper performance of a postal service, in particular due to the Provider's failure to comply with its obligations under the Terms of Provision of Postal Services (hereinafter the "Postal Terms"). The recipient of the service or the sender may submit a complaint (hereinafter the "Complaint"), in particular, in the event of non-delivery, late delivery, damage, loss of contents, destruction, or improper performance of the postal service or additional services.

1.2.   This Complaints Handling Procedure forms an integral part of the Provider's Postal Terms and applies to all services rendered by the Provider within the territory of the Kingdom of Spain and in international traffic.

1.3.   Where the Provider renders postal services through a subcontractor that is a universal postal service provider in Spain (hereinafter the "Universal Provider"), the Universal Provider's own complaints procedure shall apply to the postal services rendered by the Universal Provider, to the extent that such postal services are rendered by the Universal Provider.

2. Complaints Handling Procedure in Spain

2.1.   Right to submit a Complaint:

      2.1.1.    The customer of the service / sender;
      2.1.2.    The addressee (recipient);
      2.1.3.    A person authorized by the sender or the addressee (based on a duly executed power of attorney).

2.2.   Methods of submitting a Complaint:

      2.2.1.    In person at any of the Provider's branches/service points in Spain;
      2.2.2.    In writing, by delivery to the Provider's registered office at Marina street, 16-18, 08005 Barcelona, or by registered letter with acknowledgement of receipt;
      2.2.3.    Electronically to the Provider's email address: support_es@novapost.com or via the official Website;
      2.2.4.    By calling the Provider's hotline in Spain: +34 930 474 609.

2.3.   Requirements for the Complaint and its content:

      2.3.1.    Complainant's ID: first name, last name / company name, residential address/registered office, telephone number, email address;
      2.3.2.    ID of the shipment: express waybill number / tracking number, sender, addressee, date and place of dispatch, copy of the confirmed order or express waybill;
      2.3.3.    Grounds for the Complaint: loss, delay in delivery, damage, partial loss of contents, delivery to the wrong recipient, etc.;
      2.3.4.    The amount of compensation requested, if the Complainant seeks compensation for loss;
      2.3.5.    Additional evidence and documentation enabling the circumstances of the case to be established (photographs of damage to the packaging/contents, confirmation of the value of the contents, as well as the bank account number in IBAN format for payment of compensation);
      2.3.6.    The personal signature of the Complainant (where submitted in paper form) or dispatch from a verified email address;
      2.3.7.    The date on which the Complaint was drawn up.

2.4.   Time limits for submitting a complaint:

      2.4.1.    Complaints regarding loss, non-delivery, misdelivery, delay in delivery, or general improper provision of services shall be submitted by the Complainant within 6 (six) months from the day following the date on which the shipment was accepted by the Provider for transportation (or from the date on which the shipment should have been delivered), in accordance with Article 10 of Spanish Law No. 43/2010 and the Postal Terms;
      2.4.2.    In the event of discovery of obvious damage or shortage of contents at the time of handover, the Complaint shall be filed by the Complainant directly at the moment of receipt of the shipment from the courier or at the branch by making the relevant notation;
      2.4.3.    In the event of discovery of hidden damage or partial loss of contents (which could not have been detected externally at the time of handover), the Complaint shall be filed within 7 (seven) days of the date of handover of the shipment to the Complainant.

2.5.   Acceptance of the shipment by the recipient without reservations in the transport document shall deprive the recipient of the right to raise claims regarding obvious damage, unless the Complainant, within the time limit specified in clause 2.4.3 (within 7 days), submitted a Complaint to the Provider and proved that the damage arose before the moment of handover.

2.6.   Complaints submitted after the expiry of the time limits specified in clauses 2.4 and 2.5 of this Procedure shall be left unreviewed, of which the Provider shall notify the Complainant in writing or by email.

2.7.   Filing a Complaint shall also be treated as exercising the right to compensation for damages and the right to reimbursement of postal expenses in accordance with the Postal Terms.

2.8.   A Complaint submitted by an unauthorized person shall be deemed not to have been submitted, of which the Provider shall be obliged to inform the Complainant, explaining the procedure for submitting a complaint by an authorized person.

2.9.   Filing an electronic Complaint shall constitute the Complainant's consent to receive all official communications and decisions regarding the Complaint at the email address indicated by the Complainant.

2.10.   If the Complaint fails to contain all the necessary data or documents, the Provider shall, within 7 days, contact the Complainant with a request to remedy the deficiencies. If the Complainant fails to provide the necessary information within the proposed period, the Complaint shall be left unreviewed. The period of waiting for additional information shall not be counted towards the overall Complaint review period.

2.11.   The Provider's branch receiving the Complaint in paper form shall issue the Complainant with confirmation of receipt of the Complaint.

2.12.   Where the Complaint is submitted by email or via the Website, confirmation of receipt shall be sent electronically immediately.

2.13.   The Provider shall be obliged to review the Complaint, adopt a decision on it, and notify the Complainant within 30 (thirty) days of the date of its receipt (in accordance with Article 10 of Spanish Law No. 43/2010 and the Postal Terms).

2.14.   Where the Complaint concerns a large number of shipments (at least 100 units) or other complex circumstances, the Provider shall be entitled to extend the review period, but not beyond 60 (sixty) days, by notifying the Complainant in writing before the expiry of the initial 30-day period.

2.15.   The Provider shall be entitled to reject the Complaint where an identical claim between the same parties has already been resolved or is pending before a court or out-of-court dispute resolution bodies.

2.16.   In the event of refusal to satisfy the Complaint, the Complainant shall be entitled to submit an appeal to the Provider within 14 days of the date of receipt of the response. The Provider shall review the appeal within 15 days.

2.17.   Appeals submitted after the expiry of the period specified in clause 2.16 shall not be accepted for review.

2.18.   Throughout the entire complaint review period, the Provider shall be entitled to require the damaged shipment to be provided for inspection. The Complainant shall be obliged to preserve the damaged shipment together with its original packaging.

2.19.   Where the Provider fails to provide a response within the time limits established by clauses 2.13 and 2.14, the Complaint shall be deemed to be satisfied within the limits of liability established by the Postal Terms.

2.20.   The amount of compensation shall be determined in accordance with Nova Post's Postal Terms in Spain and the Law on Post:

      2.20.1.    In the event of loss, destruction, or damage to a shipment with a declared value, up to the amount of actual loss incurred, but not exceeding the declared value of the shipment specified by the sender at the time of dispatch, and the transportation fee paid;
      2.20.2.    In the event of loss or damage to an ordinary (uninsured) shipment, up to the amount of actual loss, but not exceeding the maximum limit set out in the Provider's Postal Terms;
      2.20.3.    In the event of breach of the guaranteed delivery time (delay), up to the amount of the fee (rate) paid for such delivery service, or a portion thereof, in accordance with the Postal Terms;
      2.20.4.    In the event of loss, partial loss, or damage to the shipment due to the courier's fault, up to the amount specified by the Complainant, which may not exceed the declared value of the shipment.

2.21.   Where the Provider fails entirely to provide the ordered and paid-for service through its own fault, it shall be obliged to refund the postal rate paid to the Complainant in full.

2.22.   Improper provision of services shall be deemed to include, in particular: provision of services in breach of the Postal Terms; breach of guaranteed delivery times; damage to or loss of the shipment; handover to an unauthorized person.

2.23.   The Provider shall be released from liability in the event of: force majeure; fault of the sender/recipient; breach of the rules on carriage of prohibited goods; natural properties of the contents.

2.24.   The Complainant shall not be entitled to compensation for lost profits or indirect loss. The limitation period for claims arising from the provision of postal services shall be 6 months from the date of receipt of the shipment or, in the event of loss of the shipment, from the day following the last day of the delivery period specified by the Provider; otherwise, that right shall lapse in accordance with the Postal Terms and Spanish law.

2.25.   Payment of the approved compensation shall be made to the Complainant's bank account (IBAN) within 14 days of the date of adoption of the final decision on payment.

2.26.   Where compensation is paid for a completely lost shipment, ownership of the shipment shall pass to the Provider. If the shipment is found later, the Provider shall notify the sender, who shall have the right to repurchase it within 30 days.

2.27.   Out-of-court dispute resolution:

Where the Complainant (consumer) is not satisfied with the Provider's decision or no response is provided within the 30-day period, the Complainant shall be entitled to:

      2.27.1.    Apply to the Consumer Arbitration Bodies of the relevant Autonomous Community of Spain;
      2.27.2.    File a complaint regarding compliance with postal standards with the Spanish National Commission on Markets and Competition: https://www.cnmc.es/;
      2.27.3.    Use the European Online Dispute Resolution (ODR) platform: https://ec.europa.eu/consumers/odr/.

3. Provisions on International Postal Services

3.1.   Where a Complaint is submitted regarding the provision of international postal services by the Provider, the Complaints handling procedure shall be carried out in accordance with this Complaints Handling Procedure, the Postal Terms, as well as the legal acts of the Universal Postal Union and applicable international conventions.

4. Final Provisions

4.1.   The Complaints Handling Procedure is carried out in accordance with the law of the Kingdom of Spain, in particular Law No. 43/2010 "On the Universal Postal Service and the Postal Market", Royal Legislative Decree No. 1/2007 (Consumer Protection Act), the Spanish Civil Code, and the Provider's Postal Terms.

4.2.   The invalidity or ineffectiveness of any provision of this Procedure shall not affect its other provisions.

4.3.   This document is available at all of the Provider's branches in Spain and is also published on the official website: https://novapost.com/en-es/more/offer

4.4.   The Provider shall be entitled to amend or supplement this Complaints Handling Procedure. Amendments shall enter into force upon their publication on the Provider's website.

4.5.   The Complaints Handling Procedure shall become effective on October 15, 2026.