Complaints and dispute resolution
Last updated: April 2026
If something has gone wrong, tell us. You have free, formal mechanisms to have your case reviewed. LeyApp operates under Regulation (EU) 2022/2065 (Digital Services Act, DSA) and Spanish consumer law.
In plain language: if something is not right, write to us. We acknowledge every complaint and review it under a documented process.
Send a complaint by email1. Internal complaint
Escriu a complaints@leyapp.es descrivint la incidència i adjunta captures de pantalla, números de reserva o qualsevol document que ens ajudi a entendre-la. Acusem recepció en un termini de 14 dies (resposta inicial) i resolem dins del termini legal màxim de 30 dies naturals (DSA, art. 20). Els casos transfronterers o complexos amb múltiples parts poden requerir el termini complet; en qualsevol cas et mantindrem informat.
Reporting an issue from inside LeyApp
If your concern is about a specific lawyer, client, conversation, or booking, you can also use the in-app Report button visible on the relevant profile or conversation. In-app reports go to the same admin pipeline as emails to complaints@leyapp.es and are tracked under the My Reports section of your dashboard.
2. Moderation decisions and appeals (DSA Art. 17 and Art. 20)
If we have suspended your account, removed content, or limited your visibility, you will receive a notice with the reasons (DSA Art. 17). You may appeal by replying to that notice or writing to complaints@leyapp.es. Your appeal will be reviewed by a person other than whoever took the original decision.
3. Out-of-court dispute settlement (DSA Art. 21 and ODR)
If your complaint relates to an online purchase, you may use the European Commission's online dispute resolution platform: ec.europa.eu/consumers/odr. LeyApp is not currently bound to a specific certified out-of-court body, but we will engage in good faith with any DSA-Art.-21-certified body that contacts us about a complaint you have filed.
4. Spanish consumer arbitration channels
As a consumer resident in Spain, you can use the following free channels:
- Consumer affairs (general): Dirección General de Consumo of your Autonomous Community, or the Spanish consumer agency at consumo.gob.es (AECOSAN).
- Telecom-adjacent / digital services market issues: Comisión Nacional de los Mercados y la Competencia (CNMC) — cnmc.es.
- Local arbitration: the Junta Arbitral Municipal (Municipal Arbitration Board) of your municipality offers free consumer arbitration.
LeyApp is not adhered to any specific arbitration system, but we respond to claims that reach us through these channels.
5. Competent authorities
- Personal data: Agencia Española de Protección de Datos (AEPD) — aepd.es.
- Consumer affairs: AECOSAN (consumo.gob.es) or the consumer office of your Autonomous Community.
- Digital services / DSA: Comisión Nacional de los Mercados y la Competencia (CNMC) — cnmc.es.
- Legal profession conduct: the Bar Association (Colegio de Abogados) the lawyer belongs to. Search at abogacia.es.
Service-level commitments
- Acusament de recepció inicial: en un termini de 14 dies.
- Resolució: dins del termini legal màxim de 30 dies naturals (DSA art. 20).
- Recursos a decisions de moderació: revisats per una persona diferent de la que va prendre la decisió original.
Publiquem mètriques agregades de reclamacions al nostre informe anual de transparència.