Spanish
Endesa
Customer Ombudsman
video

We're offering customers a new communication channel to ensure their voice is heard by the Company

Who is
Who is
It is a body that is independent from the Company's management
How they help
How they help
It addresses and resolves complaints from customers who have previously lodged complaints with the Company, but are not satisfied with its response.
Activities
Activities
It promotes and recommends actions that improve customer service.
Alegaciones
Have you already made a complaint to Customer Service?
Alegaciones
Were you dissatisfied
with the response you received?
or Did you file a complaint more than two months ago and have still not received an answer?
If any of these cases applies, please enter
Your complaint reference number
Ej: 12 347 272ABCD-XX 00-057575-13
Include any dashes and spaces
I declare that I have not filed this complaint with any other government or judicial authority, and that I understand the terms and conditions of this service
If you have not yet contacted or filed the complaint with your supplier's Customer Service, this must be the first step you take. You can do so by calling one of the following telephone numbers:
If you are billed by
Endesa Energia XXI
800 76 03 33
365 days a year,
anytime
If you are billed by
Endesa Energia
800 76 09 09
365 days a year,
anytime
Questions about
the Online Office
Click here
Service Points and
Endesa Commercial Offices
Click here

Who is the Endesa Customer Ombudsman?

Endesa is the only Spanish company in the energy sector to have a Customer Ombudsman. The Endesa Customer Ombudsman:
  • Defends and protects the rights of customers derived by virtue of their relationship with the Company through its activities in energy distribution and supply and other services.
  • It is independent from Endesa's management and handles customer complaints following a mandate of impartiality and fairness.
  • It publishes an annual report on activities for Endesa's Board of Directors and the main organisations and bodies concerned with defending consumer rights.

How does the Customer Ombudsman provide assistance?

  • The Ombudsman's resolutions are based on the principles of conciliation, fairness and equity.
  • The Ombudsman issues a resolution within a two-month period starting from the date the customer files their complaint. Both the customer and the Company are informed of the resolution in writing.
  • Endesa undertakes to automatically and voluntarily accept resolutions issued by the Customer Ombudsman and must comply with their decision within a 30-day period starting the day after the customer expressly accepts said agreement.
2010 Endesa Customer Ombudsman | Terms of Use