Customer service and complaints
Version: 2026-10-07.75d040
Information provided in accordance with Law 10/2025 of 26 December on customer service (Ley 10/2025, de 26 de diciembre, de servicios de atención a la clientela), and with consumer protection and electricity sector regulations.
1. Who will assist you
- KWPN purchases, payments, VOLTS and promotions: Energy Feedback, S.L., tax ID (NIF) B70654173.
- “Match 96” tariff, electricity supply and electricity bill: Isoen Energy Solutions, S.L. (Voltexa Energy), tax ID (NIF) B04987913, CNMC No. R2-1007.
Both use the same channels: you do not need to know whom to contact, as we will forward your request to the right party.
2. Channels
| Channel | Details | Hours |
|---|---|---|
| Telephone | 900877818 | Monday to Friday, 9:00 – 15:00 (Madrid time), except national public holidays |
| hello@voltexa-energy.com | Received 24 hours a day | |
| Web form | Website footer → “Contact” | Received 24 hours a day |
You will always be assisted by a person. The call carries no additional cost for you.
3. How to submit a complaint
- Write or call us, stating your name, your customer email, your order number if you have one, and the reason for your complaint.
- We will give you a reference number (for example, S-261006-ABCDE) and, if you request it, a receipt showing the content, date and time of your complaint.
- With that reference you can check the status of your complaint at any time through the same channels.
4. Response times
- Complaints in general: within a maximum of 15 working days from submission.
- Billing matters: as soon as possible and within the deadlines set by the regulations.
- Power cuts or supply quality: these depend on the distribution company for your area; we will tell you how to contact it and will follow up.
5. If you disagree with our response
- The Consumer Arbitration Boards (Juntas Arbitrales de Consumo) and the consumer information offices (OMIC).
- For electricity supply matters, the procedure under article 43.5 of Law 24/2013 on the Electricity Sector (Ley 24/2013 del Sector Eléctrico) before the competent body of the Ministry.
- For data protection, the Spanish Data Protection Agency (Agencia Española de Protección de Datos) (www.aepd.es).
- The competent courts and tribunals.
The European online dispute resolution platform ceased operating on 20 July 2025.
6. Complaint forms
Official complaint forms are available to you. Request them through any of the channels above.
In the event of any discrepancy between language versions, the Spanish version prevails.