The 2022 data reveals that the vehicle market was the sector most frequently cited by consumers as problematic in purchases and subsequent repairs. Facua, the consumer association, highlights that car-related disputes represented a substantial portion of the lawsuits filed over the year. The findings point to a continuing pattern linked to earlier campaigns that pursued restitution for thousands of euros charged at the point of sale. These efforts appear to have contributed to a broader crackdown on price fixing and cartels that were eventually investigated and sanctioned by national competition authorities in the years that preceded 2022.
Following the automotive sector, energy services ranked prominently in 2022. The sector rose to second place after 2021 and previously hovered lower in 2020. Facua notes that rising energy prices over the prior year strained company accounting and led to discrepancies between estimated usage and actual consumption. Reported issues include irregular billings, illegal rate increases, and delays in delivering invoices. In some cases, households were billed for a single month of consumption at amounts well above typical usage, while other customers received far smaller amounts than their actual usage would justify.
Banking occupied the third spot, accounting for a notable share of disputes. The core issues involved were the non-refund of mortgage-related expenses deemed improperly charged and the aggressive application of interest on various lending products, particularly revolving credit cards. Irregular fee collection also figured into the complaints. Facua emphasizes that 2022 saw a rise in complaints concerning the recovery of charges that banks initially claimed were legitimate yet were later contested by consumers.
In the fourth position, the telecommunications sector registered a meaningful portion of claims. Consumers reported problems ranging from misleading promotional offers and rate hikes to charges for services they did not request. The complaints also described difficulties related to cancellations and the imposition of penalties that many customers viewed as unfair or excessive.
Rounding out the top five, transportation issues accounted for a smaller yet still significant share of complaints. Airlines were frequently cited for failing to deliver compensation mandated under European rules when flights were cancelled or subjected to lengthy delays. The pattern underscores ongoing friction between travelers and service providers in this domain.
Facua’s secretary general, Rubén Sánchez, criticized the slow response from the Ministry of Consumer Affairs and regional consumer protection authorities in the face of widespread fraud. He argued that the lack of meaningful penalties and the seemingly modest fines offered little incentive for large companies to curb irregular practices. This assessment reflects a call for stronger enforcement and clearer accountability across sectors.
From the annual balance sheet, Facua reported receiving 53,448 inquiries and requests in 2022. Legal teams processed 11,522 claims on behalf of partners. The organization maintained a large network with tens of thousands of members and adherents who contribute financially and participate in its regional and national structures. Facua operates across seventeen autonomous communities, reinforcing its ability to represent and assist a broad base of consumers nationwide.