You pay for autónomo accounting in Spain, yet you wait weeks for an answer to a simple question. How do you invoice a foreign client? Why is the tax bill this amount? Which documents are still missing? Gradually it starts to feel like keeping an eye on your gestor has become your second job.
That’s exactly the story a Reddit user shared. His first gestoría registered him as autónomo the very next day. But after registration, his questions about IVA, IRPF and expenses went unanswered. He switched to another firm on a friend’s recommendation — and ran into two weeks of silence again.
This is one person’s experience, not a verdict on every gestor in Spain. The same thread includes the opposite: gestors who reply the same day and reach out to clients themselves. Still, his question deserves attention: what mechanisms let a client know their case is genuinely being handled?
Why fast autónomo registration isn’t enough
Registering as autónomo is a one-off procedure. After that comes the regular work: invoices, expenses, document questions, preparing and filing tax returns. How fast the first step happens says nothing about what the ongoing support will be like.
What quality from a gestor actually looks like
For a client, quality comes down to concrete things:
- is there a specialist responsible for your case;
- can you access your documents;
- are the calculations clear;
- who is accountable for mistakes.
If you have to figure all of this out again every quarter, even a return filed on time doesn’t remove the uncertainty.
At Reglapp we combine a personal gestor, a support team, an account manager, a digital platform, an AI assistant and a quality control team. Each has its own job.
A personal gestor: someone is responsible for your case
Every Reglapp client is assigned a real specialist. They support you as an autónomo, work with your documents, prepare and file your returns, and answer questions about your specific situation.
This matters when general information isn’t enough. A question about invoicing a foreign client requires understanding the specific transaction; a question about an expense requires looking at the document and how it relates to your business. These situations need professional review.
You can contact your gestor through the client dashboard. AI complements the support but doesn’t replace the specialist’s involvement.
Quality control: accountability at company level
Reglapp has a dedicated quality control team. Service quality is a separate function within the company, not just the personal responsibility of the gestor handling your case.
How we measure the quality of support
We judge quality by the outcome for the person:
- did they understand the explanation;
- did they get clarity on their question;
- do they know which documents to provide and what is happening with their tax filings.
A fast reply on its own doesn’t mean the question is solved. “Everything’s fine” is little help to someone who doesn’t understand where the amount due came from. That’s why we care about both professional handling of documents and clear communication.
Three levels of support: gestor, support team and account manager
A Reglapp client is never left alone with just their gestor. Several levels work on every case:
Any dissatisfaction is escalated very quickly. If something goes wrong, the issue is picked up at several levels at once, instead of waiting for a single specialist to reply.
Response time and loyalty measurement
We have an internal response-time standard of 15 minutes, and we work to meet it. It’s our internal benchmark, not a guaranteed deadline for every question: complex cases need proper review, but the client quickly gets confirmation that they’ve been heard.
We also regularly measure client loyalty. It shows where the service works well and where something needs to change, before dissatisfaction builds up.
Client dashboard: your documents and figures at hand
The Reglapp client dashboard brings together your income, expenses and documents. You can see a tax forecast and track the filing of your returns.
This gives you your own access point to information. To check uploaded documents or financial figures, you don’t need to start a new conversation each time and wait for someone to find the right file.
Tax forecast
The forecast helps you estimate your upcoming tax burden in advance. It depends on the available data and isn’t the final calculation: new documents or clarifications can change the amount. Its job is to give you a guide before the quarter closes.
How we check our AI assistant
The Reglapp AI assistant is available around the clock. But for a tax service, an answer that merely sounds confident isn’t enough. What matters is what information it’s based on and how its quality is checked.
What the AI’s answers are based on
The Reglapp knowledge base includes legislation, materials from the Spanish tax agency and consultas vinculantes — official answers from Spain’s Directorate General of Taxes (DGT) to specific tax questions. These provide the basis for an answer, but applying them to a client’s situation still requires attention to the circumstances.
Testing on verified questions
We test the AI on our own set of questions with verified answers. These checks show whether an answer matches the sources and actually addresses the question, including after system updates.
A tool for managing the knowledge base
Our team has its own tool for working with the knowledge base. It shows which fragments were used to prepare an answer and lets us correct information that’s out of date. This is how we find the cause of a problematic answer and improve the knowledge base itself.
These mechanisms reduce the risk of errors, but they don’t make AI infallible. That’s why a personal gestor remains part of the support.
Who pays the fine if your gestor makes a mistake
Quality control includes accountability for our own work. If the client provided complete and correct documents and information on time, and a fine resulted from a Reglapp gestor’s error, the company pays that fine in accordance with the terms of the contract.
If the cause was documents submitted late or incorrect information from the client, responsibility is allocated differently. That’s why it’s important to meet agreed deadlines and tell your specialist about any changes in your business.
This isn’t a promise that mistakes will never happen. It’s a clear principle: responsibility for the company’s work shouldn’t automatically be shifted onto the client.
What to do if your gestor isn’t responding
Step 1. Check the terms of your service
Are consultations included in your plan? Which communication channel was agreed, and what response times apply? Sometimes the client’s expectations and the actual scope of the service differ from the start.
Step 2. Make a specific request
State what needs explaining, which document needs checking or which action needs confirming. If the question is tied to a deadline, mention it in your message. Keep a record of messages and replies.
Step 3. Assess the whole process if the silence continues
Can you access your documents? Is it clear who is handling your case? Does the company have a contact for resolving service issues? These are also good questions to ask a new provider before you switch.
Want to know what’s happening with your taxes?
Meet Reglapp: a personal gestor, a support team and account manager, a 24/7 AI assistant, and a client dashboard with your documents and tax forecast.
See how our support works — we’ll explain how we work and what you’ll need to switch from your current gestor.