Suggestions and Complaints

The city of Madrid has Tourist Assistance and Information Services (SAIT) to receive and welcome tourists and offers the opportunity to make the corresponding suggestions and complaints in order to improve them and increase their usefulness.   

Suggestions and complaints can be submitted via the 010 Phone Line, the Madrid.es website, a letter addressed to Madrid Destino, Turismo, Cultura y Negocio (Montalbán, 1 7ª Planta 28014 MADRID) or  at the Registration Offices. The options are endless.

Madrid City Council provides a Suggestions and Complaints System, which allows members of the public and public or private institutions to make suggestions on how to develop, expand or improve its Tourist Assistance and Information Services and to submit complaints about delays, poor service and any other incidents or problems.

This system is described in the Services Charter for Tourist Assistance and Information, prepared by the Tourist Board to set precise quality targets in order to guarantee the best possible customer service and ensure ongoing improvement.

The SAITs include personal assistance, remote assistance, specialised assistance, self-service consultation and the Emergency Tourist Assistance Service (SATE). Suggestion and complaint forms are available for users of all these services.

Guaranteed Response

Madrid Destino, Turismo, Cultura y Negocio will respond appropriately and as quickly as possible to the suggestion or complaint, making every effort to ensure that this will be within fifteen working days of receiving it. In accordance with Madrid City Council's Regulations on Public Participation, the response period must in no case be greater than three months.