When can I file a complaint?
You can file a complaint if:
- You believe that Barcelona City Council and/or its affiliated entities (you can check which ones here) have violated your fundamental rights, that is, if the complaint relates to municipal services. If it concerns other public administrations, it must be submitted through the appropriate channels*.
- You have previously submitted a claim to the relevant department or service and have not received a response or solution, or you believe that the response lacks sufficient justification. This also applies in cases of errors or arbitrary application of legalregulations.
All information submitted to the Ombudsman’s Office is treated as confidential, unless there is an explicit waiver by the complainant.
*If the issue concerns the Catalan regional administration, contact the Sindicatura de Greuges de Catalunya.
If it concerns the Spanish central administration, contact the Defensor del Pueblo.
The procedure of a complaint
The Ombudsman’s Office acts at the request of any natural or legal person who files a complaint. It can also act ex-officio when it considers that a case needs investigating in order to defend the rights of citizens.
Citizen Complaint Process
Admitted for Processing
When a complaint is submitted, the Ombudsman’s Office initiates an investigation and supervises the relevant municipal activity. It requests documentation from the competent authority and, if appropriate, may initiate an alternative conflict resolution process between the citizen and the municipal administration. Once the investigation is complete, the Ombudsman issues a resolution and makes recommendations to the City Council. The Office then monitors the implementation of these recommendations and may activate further conflict resolution mechanisms to ensure a municipal response.
Technical and Legal Advice
If the citizen has not first contacted the City Council, or if the matter falls outside the Ombudsman’s jurisdiction, the Office may take one of the following actions: provide technical and legal guidance, engage directly with the competent authorities (possibly through alternative dispute resolution), or refer the case to the appropriate public or private body.
Not Admitted for Processing
According to the Ombudsman’s regulations, the following complaints will not be processed: those unrelated to municipal administration, those pending judicial resolution, those concerning events that occurred more than one year ago, anonymous complaints, or those found to be submitted in bad faith, lacking foundation, or without a clear claim. Complaints that may harm the legitimate interests of a third party are also excluded.
Official Performance
Detection of a matter of general interest affecting citizens’ fundamental rights and freedoms.
An investigation and oversight process is initiated regarding the specific issue, focusing on municipal actions. Relevant information is requested from the City Council and analyzed. If deemed appropriate, alternative conflict resolution measures may be carried out.
A final resolution is issued by the Ombudsman’s Office, which may include recommendations to the City Council. The Ombudsman’s Office then monitors the implementation of these recommendations to ensure improvements in municipal performance.