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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 .

Reports and statistics

  • Statistics
  • Reports

  • Number of complaints by country
  • Percentage of national and cross-border complaints
  • Top 10 most complained about sectors

Number of complaints by country

Country of trader
  # AT BE BG CY CZ DE DK EE ES FI FR GR HR HU IE IS IT LI LT LU LV MT NL NO PL PT RO SE SI SK TOTAL
Country of consumer
AT 499 11 3 13 18 1494 20 2 87 16 37 10 4 262 66 1 49 2 5 49 2 17 149 3 20 15 4 30 5 4 2897
BE 34 1262 9 3 20 464 20 10 155 9 494 15 4 196 227 6 52 1 8 90 9 2 1001 5 21 35 13 48 9 4 4226
BG 19 12 758 9 11 136 3 - 46 7 31 29 1 538 55 1 51 - 6 12 3 30 113 2 36 2 88 6 - 8 2013
CY 7 10 2 54 2 74 - - 18 2 7 30 - 113 17 - 10 1 2 13 1 4 28 - 8 - 14 3 - - 420
CZ 26 8 9 2 349 142 6 1 19 3 13 9 1 249 54 1 20 1 6 40 3 2 91 6 21 10 4 22 10 19 1147
DE 710 144 27 78 139 26854 172 71 869 169 624 103 16 844 674 23 386 7 53 662 21 133 1670 33 262 78 38 407 22 30 35319
DK 18 8 7 4 8 173 251 6 33 1 27 5 1 86 49 - 22 - 3 22 4 2 79 18 10 8 2 61 3 - 911
EE 3 2 1 3 7 72 4 160 57 13 16 6 1 45 16 - 18 1 23 8 28 4 52 8 15 5 - 18 - 2 588
ES 88 82 12 23 115 1526 44 21 10320 92 868 86 10 646 805 16 341 5 21 753 26 49 1302 85 63 341 16 236 33 4 18029
FI 12 7 4 5 10 170 9 7 22 103 12 4 - 31 28 - 4 1 5 14 5 31 52 21 4 13 - 43 1 - 618
FR 169 662 28 43 459 2369 57 29 1709 114 10335 130 12 391 701 16 570 5 53 720 14 35 1122 69 102 517 20 243 24 14 20732
GR 20 16 36 30 15 232 6 4 82 6 67 749 - 116 116 1 74 - 6 21 9 25 131 5 32 10 16 23 3 7 1858
HR 10 8 2 3 15 111 3 - 38 4 10 8 255 77 17 - 17 - 5 6 - 5 45 3 13 7 2 3 11 7 685
HU 30 18 30 8 70 221 3 - 46 1 31 12 4 2573 101 1 33 - 3 45 7 18 164 7 110 8 408 18 19 155 4144
IE 32 13 5 5 11 151 15 - 110 7 37 24 2 64 884 4 32 - 9 38 6 16 124 7 16 15 8 39 3 - 1677
IS - 1 - - 1 5 1 1 2 - - - 2 31 3 4 7 - - 2 1 1 1 1 - 2 - 4 - - 70
IT 72 58 21 44 49 1146 15 10 1697 37 298 40 10 1448 1089 6 6959 6 15 1050 15 61 689 45 28 56 33 139 20 5 15161
LI - - - - - 9 - - 1 1 2 - - 4 1 - 1 8 - - - - 4 - - - - - - - 31
LT 8 6 1 4 13 71 8 3 18 1 11 1 1 190 52 2 22 1 668 10 35 1 61 8 31 8 - 17 - 1 1253
LU 7 15 1 1 3 98 4 12 20 5 41 8 - 39 25 - 15 - 2 46 1 - 19 1 1 7 2 12 - - 385
LV 6 - 3 2 4 66 3 12 12 2 10 2 1 119 27 - 21 - 13 8 105 4 18 1 5 1 2 14 1 1 463
MT 5 2 1 3 2 38 2 - 19 - 7 - - 33 23 - 12 - 1 13 - 43 21 1 5 2 - 3 - - 236
NL 42 86 4 4 16 414 38 1 119 5 84 13 1 247 125 1 45 - 9 130 4 15 2790 7 17 28 6 73 2 2 4328
NO 18 2 - 4 2 80 45 7 19 1 9 4 2 123 16 - 7 - 4 12 1 7 45 131 11 3 2 111 1 - 667
PL 28 16 12 29 29 761 22 13 97 3 69 20 3 2387 199 1 51 - 10 932 13 18 323 8 3041 27 12 98 5 14 8241
PT 22 32 5 10 48 454 9 7 1598 18 319 25 2 129 183 2 103 - 9 66 8 14 277 6 21 2246 9 30 8 7 5667
RO 32 30 55 13 38 271 8 2 100 11 79 37 - 1479 103 4 104 1 9 74 5 19 197 14 134 11 1215 15 17 16 4093
SE 53 6 1 6 10 247 79 8 59 3 35 14 1 199 62 1 20 - 6 18 7 34 108 40 17 9 2 314 2 3 1364
SI 8 - 5 2 3 102 - 2 25 - 8 7 7 46 5 - 15 - 1 6 2 2 34 1 9 1 4 3 50 3 351
SK 10 6 4 3 53 63 2 4 25 - 8 2 - 126 28 - 4 - - 12 - 7 38 4 12 2 1 5 4 103 526
TOTAL  1988 2523 1046 408 1520 38014 849 393 17422 634 13589 1393 341 12831 5751 91 9065 40 955 4872 335 599 10748 540 4065 3467 1921 2038 253 409 138100

Top 10 most complained about sectors

Name of sector Number
Airlines 30632
Clothing (including tailor-made goods) and footwear 16880
Information and communication technology (ICT) goods 11634
Electronic goods (non-ICT/recreational) 8286
Hotels and other holiday accommodation 7060
Furnishings 6196
Leisure goods (sports equipment, musical instruments, etc) 5576
Spares and accessories for vehicles and other means of personal transport 5009
Large domestic household appliances (including vacuum cleaners and microwaves) 3977
Mobile telephone services 3511
Airlines - 17.43%
Clothing (including tailor-made goods) and footwear - 9.6%
Information and communication technology (ICT) goods - 6.62%
Electronic goods (non-ICT/recreational) - 4.71%
Hotels and other holiday accommodation - 4.02%
Furnishings - 3.53%
Leisure goods (sports equipment, musical instruments, etc) - 3.17%
Spares and accessories for vehicles and other means of personal transport - 2.85%
Large domestic household appliances (including vacuum cleaners and microwaves) - 2.26%
Mobile telephone services - 2%

Percentage of national and cross-border complaints

47.75%
52.25%
Cross border
47.75% (84666) 
National
52.25% (92651) 


4th Report on the Functioning of the Online Dispute Resolution platform
English (639.8 kB - PDF)
Download (639.8 KB - PDF)
3rd Report on the Functioning of the Online Dispute Resolution platform
English (667 kB - PDF)
Download (667 kB - PDF)
Implementation Report on the European Framework for Alternative Dispute Resolution (ADR) and Online Dispute Resolution (ODR)
English (962 kB - PDF)
Download (962 kB - PDF)
2nd Report on the Functioning of the Online Dispute Resolution Platform
English (903 kB - PDF)
Download (903 kB - PDF)
1st Report on the functioning of the online dispute resolution platform
English (645.6 KB kB - PDF)
Download (645.6 kB - PDF)

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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