Navigation path

eu calender
What's in it for me?
Europe in the UK
The commissioners
EP in the UK
EU consumer rights: UK advice centre helps record numbers
E-mail this pageE-mail this pagePrintPrint

Published on 13-03-14

The UK European Consumer Centre handled a record number of complaints from UK and EU consumers during 2013, according to their latest statistics. Advisors dealt with more than 10,300 cases, a rise of at least 24% on the previous year. The UK ECC is part of a network covering 30 countries which offer free advice on EU consumer rights.

    EU consumer rights: UK advice centre helps record numbers

    Andy Allen, UK ECC Director, said: "The increase in the number of consumers resorting to the ECC network is driven by a number of factors: an increasing knowledge among consumers of their rights; greater awareness of the ECC network; the increase in cross-border purchases and a general 'crisis' effect, with consumers seeking the best deal and the best service.

    "Our aim is to help as many UK consumers as possible who encounter problems with a trader based in Europe, to achieve a resolution: a replacement, repair, refund or cancellation of their contract."

    The centre also handles cases from European consumers who are having problems with UK traders.  In 2013, these represented some 28% of the total number of complaints handled.

    Overall, the EU network saw a rise in cases handled to more than 80,000, a rise of 11% on 2012 figures.

    About a third of all complaints involved the transport sector. Air transport had the largest proportion (18.3%); but car rentals saw an ever-increasing number of complaints across the EU. Complaints about household equipment, purchase of tickets for sporting and cultural events and timeshare were also widely reported.

    Around 15% of problems concerned the non-delivery of purchased goods or service with another 12% of complaints citing defects in purchases.


    The ECC-Net is a European network giving European citizens consumer advice in cross-border problems, ie while travelling in another country or e-shopping. The ECC-Net covers 30 countries (all EU countries plus Norway and Iceland): consumers residing in one of these countries and shopping in another one can benefit from their services free of charge.

    The UK ECC is co-funded by the Department for Business, Innovation and Skills (BIS), and the European Commission.

    Consumers can contact the UK ECC via the website – – or by phone on 08456 04 05 03 weekdays between 10am and 3pm.

    Related Links

    Last update: 14/03/2014  |Top