Lorraine Williamson
Spain’s Ministry of Consumer Affairs has proposed new legislation to tackle the growing issue of fake online reviews. The move forms part of a wider consumer rights bill aimed at improving transparency and fairness in business-to-customer interactions.
Under the proposed changes, reviews for products or services will only be allowed from people who have actually purchased or used them. Additionally, these reviews must be submitted within 30 days of the transaction.
Crackdown on review trading
The new rules also seek to ban the commercial trade in reviews. This includes buying or selling positive or negative feedback—practices that remain common in the hospitality and tourism industries.
The government argues that such practices distort competition and mislead consumers. Business owners, meanwhile, can be left to deal with the consequences of false or malicious posts.
Right of reply and removal process
To support businesses, the proposal gives owners the right to respond to fake online reviews. If a review appears fraudulent—such as one from someone who was never a customer—they can request its removal. This must be supported by clear evidence.
Wider reforms to customer service
These new rules form part of the Ley de Servicios de Atención a la Clientela—a wider reform package aimed at strengthening consumer protections across Spain.
If passed, the law would require companies to connect callers to a human agent within three minutes. Automated systems will no longer be enough.
Companies must also resolve complaints within 15 days and clearly display any additional fees. Subscription services would need to inform users at least 15 days before renewal and provide an easy way to cancel.
Measures for accessibility and transparency
The bill includes provisions to ensure vulnerable groups—such as the elderly or disabled—can access support. Businesses will be required to offer clear and simple complaint processes.
Aligning with EU efforts
This legislative effort follows a similar move by Italy earlier this year. Spain is now aligning itself with wider European action to tackle misinformation and improve consumer trust online.
What’s next?
The proposal has broad parliamentary backing and is likely to become law. If approved, it will reshape how online reviews are managed and help ensure that both consumers and businesses can rely on a more transparent and accountable system.