Complaints and dispute resolution
Last updated: October 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
Write to complaints@leyapp.es describing the issue and attach screenshots, booking numbers, or any document that helps us understand. We acknowledge receipt within 14 days and reply as soon as possible and in any case within one month of receiving your complaint (Article 21.3 of the Spanish General Law for the Defence of Consumers and Users, TRLGDCU). If a case needs more investigation, we will keep you informed.
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
If we take a measure on your account as the outcome of a complaint (a warning, probation, a suspension or a deactivation), we tell you by e-mail which measure we took and, where applicable, how long it lasts. If your account is suspended, you will also see a page saying so when you sign in. These notices do not yet set out the detailed reasons for the decision. You can ask us for the reasons and for a review of the decision by writing to complaints@leyapp.es; the review will be carried out by a person other than whoever took the original decision.
3. Out-of-court dispute resolution
The European Commission's online dispute resolution (ODR) platform closed on 20 July 2025 (Regulation (EU) 2024/3228), so it is no longer available.
Alternative dispute resolution (ADR). LeyApp is not currently adhered to any alternative dispute resolution entity or to the Spanish Consumer Arbitration System. If you are a consumer in Spain and we have not been able to resolve your complaint, the competent body is the Consumer Arbitration Board (Junta Arbitral de Consumo) of your municipality, province or Autonomous Community, which forms part of the Spanish Consumer Arbitration System (general information at consumo.gob.es). Because we are not adhered, the arbitration only goes ahead if we accept it: when the Board forwards your request to us, we will tell you whether we accept it.
For disagreements with a content-moderation decision, you may also turn to an out-of-court dispute settlement body certified under Article 21 of the Digital Services Act; we will engage in good faith with any such body that contacts us about your case.
4. Spanish consumer arbitration and consumer offices
As a consumer resident in Spain, you can also use these free channels:
- Consumer arbitration: apply to the Consumer Arbitration Board (Junta Arbitral de Consumo) of your municipality, province or Autonomous Community. These boards form the Spanish Consumer Arbitration System (Sistema Arbitral de Consumo, governed by Royal Decree 713/2024). Consumer arbitration is voluntary, so it goes ahead only if LeyApp also accepts it; we will tell you case by case.
- Consumer information and complaints: the consumer information office (OMIC) of your municipality or the consumer authority of your Autonomous Community.
General information on consumer arbitration is available at consumo.gob.es.
5. Competent authorities
- Personal data: Agencia Española de Protección de Datos (AEPD) — aepd.es.
- Consumer affairs: the consumer authority of your Autonomous Community or, at national level, the Dirección General de Consumo (Ministry of Social Rights, Consumer Affairs and 2030 Agenda) — consumo.gob.es.
- Digital services / DSA: Comisión Nacional de los Mercados y la Competencia (CNMC), designated Digital Services Coordinator for Spain — cnmc.es.
- Legal profession conduct: the Bar Association (Colegio de Abogados) the lawyer belongs to. Search at abogacia.es.
Service-level commitments
- Initial acknowledgement: within 14 days.
- Reply: as soon as possible and in any case within one month (Article 21.3 TRLGDCU).
- Appeals on moderation decisions: reviewed by a different person than the original decision-maker.
Every year, by 31 March, we publish a transparency report for the previous calendar year with aggregate figures on the notices and complaints we received, the measures we took and how long they took to handle, following the model of Article 15 of the Digital Services Act.