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Online Dispute Resolution

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Informative message

Dear user,
for security reasons all commission IT services will have to implement multi-factor authentication (MFA).
This means that as of 01 November you would need to use your phone (MFA by SMS), your smartphone (EU Login App, available from Google Play and App store) or a security key (Yubikey, Fido2key, U2F, etc).
For more details, please follow this link https://webgate.ec.europa.eu/cas/manuals/EU_Login_Tutorial.pdf .

Page Contents
 
  • Know your rights
  • Dispute resolution tools
  • Documents

Know your rights

  • Air passenger rights : What went wrong? How to claim?
    Air passenger rights

    Air passenger rights

    What went wrong? How to claim?

  • Package holiday: Changes, cancellations, booking errors
    Package holiday

    Package holiday

    Changes, cancellations, booking errors

  • Delivery : Damaged goods, missing delivery
    Delivery

    Delivery

    Damaged goods, missing delivery

  • Unfair practices : Phoney "free" offers, bait advertising
    Unfair practices

    Unfair practices

    Phoney "free" offers, bait advertising

  • Guarantees and returns: Faulty goods, 14-day cooling off period
    Guarantees and returns

    Guarantees and returns

    Faulty goods, 14-day cooling off period

  • Pricing and payments: Surcharges, price discrimination
    Pricing and payments

    Pricing and payments

    Surcharges, price discrimination

Dispute resolution tools

Here is the list of consumer dispute resolution tools

  • ODR platform: Free web tool to contact the trader for problems related to online shopping or send to ADR.
    ODR platform

    ODR platform

    Free web tool to contact the trader for problems related to online shopping or send to ADR.

  • European Consumer Centres : Advice and assistance with cross-border complaints
    European Consumer Centres

    European Consumer Centres

    Advice and assistance with cross-border complaints

  • Dispute resolution bodies: Find a neutral third party to resolve your online or offline consumer dispute
    Consumer ADR

    Dispute resolution bodies

    Find a neutral third party to resolve your online or offline consumer dispute

  • FIN-NET: Get help with your dispute against a financial service provider in another EU country
    FIN-NET

    FIN-NET

    Get help with your dispute against a financial service provider in another EU country

  • National consumer bodies: Information and help to enforce your rights
    National consumer bodies

    National consumer bodies

    Information and help to enforce your rights

  • Legal actions : Small Claims Procedure, European Payment Order, court
    Legal actions

    Legal actions

    Small Claims Procedure, European Payment Order, court

  • Find a lawyer: Search for a lawyer in the EU
    Find a lawyer

    Find a lawyer

    Search for a lawyer in the EU

Documents

Five key consumer rights
English (775 kB - PDF)
Download (775 kB - PDF)
14-day right of return
English (832 kB - PDF)
Download (832 kB - PDF)
Faulty goods
English (639 kB - PDF)
Download (639 kB - PDF)
Misleading advertising
English (2 MB - PDF)
Download (2 MB - PDF)
Unfair clauses
English (636 kB - PDF)
Download (636 kB - PDF)
Procedural infographic
English (718 kB - PDF)
Download (718 kB - PDF)
Copyright: Some of the pictograms on this page are provided by the European Consumer Centres Network (ECC-Net) for the project "Picture Your Rights". Design: Christina Zettl
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Legislation

This site was created in response to specific EU legislation.

  • Regulation on online dispute resolution for consumers
  • Directive on alternative dispute resolution for consumers