Consumer arbitration

We hereby inform you that consumer rights are set out in Royal Decree 88/2026, of 11 February, approving the General Regulation on the supply, marketing and aggregation of electricity, or any regulation that replaces it.

Should any incident arise in relation to the Contract that may give rise to a complaint, the Customer may submit a written complaint setting out their claim, stating the reference “Complaint” together with the CUPS code of the supply, to W2M’s Customer Service Department, located at C/ Príncipe de Vergara, 131, 3ª planta, 28002 Madrid, Spain, by email to info@aeqenergia.com, or by telephone on 900823923.

Once a complaint has been filed, if it has not been resolved within one month or, if resolved, the outcome is not satisfactory to the Customer, the Customer will be free to pursue any legal remedies available to them. W2M is a member of the National Consumer Arbitration Board (Junta Arbitral Nacional de Consumo), to which the Customer, if a private consumer, may refer the matter should W2M fail to resolve the complaint satisfactorily (Alternative Dispute Resolution | Ministry of Social Rights, Consumer Affairs and 2030 Agenda).