20 Years ECC Spain
As the ECC Network (ECC-Net) marks its 20th anniversary, each ECC shares unforgettable moments, taking us on a journey through the local initiatives they have undertaken over the years. Here, ECC Spain presents its highlights over the past 20 years.
Experience, commitment and results for more protected and empowered consumers
Since its creation, the European Consumer Centre in Spain (ECC Spain) has been supporting millions of consumers by providing reliable information, effective mediation and practical solutions to disputes arising in the EU Single Market. Over the past two decades, ECC Spain has become a recognised and active centre within the ECC Network (ECC-Net) thanks to our thorough, people-centred approach to defending consumer rights.
Expert knowledge and strong network cooperation
Our team is highly specialised and deeply experienced, with several members having more than seven years of dedicated experience working at ECC Spain. This expertise allows us to handle each case with depth, legal rigour and empathy, ensuring the highest standards of service.
We also collaborate closely with other ECC-Net centres, sharing best practices and working together on common challenges. One example of this ongoing cooperation is the study visits that we have hosted and participated in over the past few years, which have provided valuable opportunities to exchange experiences, learn from one another and improve our services across the network.
Additionally, ECC Spain collaborates closely with key stakeholders, institutions and sector-specific organisations to enhance consumer protection. As ECC Spain operates under the Ministry of Social Rights, Consumer Affairs, and the 2030 Agenda, we maintain strong ties with the highest consumer authority in Spain, ensuring data exchange and coordinating joint actions when necessary.
The pandemic: an extraordinary challenge met with a strong response
The COVID-19 crisis marked one of the most demanding periods in our history, which saw us facing unprecedented challenges and difficulties. The health emergency completely altered expectations. In 2020 alone, we saw a 38% increase in enquiries and a 40% increase in complaints, surpassing all estimates.
This swift response and adaptability reaffirmed ECC Spain’s role as an essential public service during times of crisis and reinforced the trust that thousands of consumers placed in our work.
Spain as a tourist destination: a high volume of consumer complaints
Spain’s popularity as one of the most visited countries in Europe is reflected in the high volume of consumer complaints that we receive. In recent years, ECC Spain has consistently been one of the ECC-Net centres handling the highest volume of complaints, successfully recovering significant amounts of money on behalf of European consumers. The most common complaints we receive are related to transport, leisure and culture, and restaurants, hotels and timeshares.
Spain's popularity
for vacations
is reflected in the ECC's cases
Clear communication and impactful campaigns: informing to empower
At ECC Spain, we firmly believe that informed citizens are empowered citizens. That’s why we prioritise clear, accessible and continuous communication. Every year, we reach more and more people through our brochures, newsletters, social media posts, and website updates, raising awareness of consumer rights.
With over 600,000 annual visits, our website clearly demonstrates citizens' ongoing interest in staying informed and finding practical solutions to their consumer concerns.
Additionally, we run awareness campaigns throughout the year around events such as World Consumer Rights Day, Europe Day, Black Friday, Christmas, seasonal sales and World Tourism Day.
Want to know more about ECC-Net or ECC Spain?
Are you curious about all ECC-Net activities? Then check out our 20th anniversary page for all activities and highlights.
Want to learn more about ECC Spain's activities and services? Then check out their local website in Spanish or English.