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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 561 13 3 15 21 1653 23 3 100 18 44 12 4 444 109 1 62 2 8 81 2 25 180 3 24 16 5 31 5 7 3475
BE 38 1404 10 3 21 527 22 12 184 13 555 16 4 287 330 6 62 1 20 113 8 9 1119 6 24 43 14 54 9 4 4918
BG 21 15 873 9 15 158 3 - 53 7 34 32 1 755 94 1 61 - 8 13 3 33 138 4 43 5 97 7 11 8 2502
CY 8 11 4 64 2 84 - - 19 3 11 33 - 235 30 - 12 1 2 13 1 6 30 - 10 - 14 3 - - 596
CZ 27 8 10 2 400 165 7 2 25 3 15 11 1 345 79 1 24 1 11 41 4 3 103 6 35 13 4 25 24 19 1414
DE 794 178 29 92 161 29841 203 87 1022 186 724 113 19 1283 902 23 466 10 100 938 25 156 2114 41 322 95 46 453 31 36 40490
DK 20 10 9 4 9 181 273 6 37 1 31 5 1 138 63 1 25 - 3 23 4 5 97 21 10 10 3 67 3 - 1060
EE 3 3 1 4 9 80 4 165 58 13 20 6 1 74 22 - 19 1 26 12 30 4 55 8 15 5 1 18 - 2 659
ES 101 101 15 30 135 1691 51 27 11664 102 1024 95 12 964 1113 18 387 7 54 929 27 68 1652 89 70 379 25 248 35 5 21118
FI 17 7 4 6 11 187 9 8 30 111 16 5 2 49 33 - 4 2 7 15 5 35 62 23 6 13 - 46 1 - 714
FR 195 949 36 49 497 2675 67 41 1984 137 12779 140 12 639 1000 22 685 6 142 974 19 44 1425 74 120 618 33 263 25 15 25665
GR 23 18 46 30 16 245 6 4 93 7 77 866 - 206 137 1 80 - 6 23 9 32 152 5 35 11 17 24 9 8 2186
HR 11 9 3 4 19 129 3 2 44 5 17 9 296 119 52 - 24 - 6 7 1 5 56 4 18 8 2 3 19 7 882
HU 33 23 35 9 93 260 3 1 54 2 34 13 7 3111 142 1 44 - 7 46 8 20 193 9 129 12 420 18 37 172 4936
IE 35 14 5 5 12 191 16 1 146 13 45 29 2 146 1511 7 40 - 13 43 8 23 190 7 17 19 9 42 3 1 2593
IS - 1 - - 1 5 1 1 2 - - - 2 56 5 5 7 - - 2 1 2 2 1 1 2 - 4 - - 101
IT 81 93 33 49 61 1313 23 13 1825 50 368 57 13 2511 1586 8 7991 8 76 1478 17 105 900 48 36 62 36 152 23 7 19023
LI 1 - - - 1 12 - - 1 1 3 - - 9 2 - 1 9 - - - 1 4 - - - - - - - 45
LT 10 6 1 5 14 93 9 19 27 5 15 2 2 276 68 2 31 1 736 13 47 6 77 9 43 9 - 22 4 2 1554
LU 9 19 1 1 3 113 4 14 20 5 47 8 - 55 36 1 15 - 3 55 2 - 26 1 1 7 2 13 - - 461
LV 6 1 4 2 4 73 3 13 14 2 10 3 1 138 31 - 23 - 14 9 113 5 24 1 5 2 2 15 2 1 521
MT 5 2 2 4 2 41 2 - 20 - 8 - 1 54 51 - 15 - 1 14 - 51 25 1 5 2 - 3 - - 309
NL 48 111 4 5 17 468 48 1 141 6 109 13 1 354 175 2 58 - 14 148 5 19 3234 8 18 34 6 82 3 2 5134
NO 19 3 2 4 3 88 49 7 23 1 16 4 2 198 20 - 9 1 5 18 1 8 57 148 12 6 2 132 1 - 839
PL 31 18 20 42 45 893 33 16 125 3 85 26 6 4238 325 1 76 - 21 1035 15 21 509 10 3549 36 12 117 17 14 11339
PT 26 36 5 11 51 493 11 16 1787 21 354 27 2 178 254 2 114 - 19 94 10 15 329 6 25 2438 9 31 10 7 6381
RO 39 31 90 14 40 317 9 7 119 16 105 45 - 2030 138 4 115 1 14 82 7 74 254 15 154 12 1534 18 23 21 5328
SE 55 11 3 7 11 279 83 9 71 3 42 15 1 269 89 1 26 - 7 18 8 37 135 41 19 10 2 354 4 3 1613
SI 9 3 6 2 6 103 - 2 29 - 11 7 8 65 17 - 18 - 2 6 2 2 37 1 13 1 6 3 59 4 422
SK 10 8 5 4 65 71 2 4 27 - 10 2 1 242 47 - 5 - 1 12 - 10 45 4 19 10 1 5 7 127 744
TOTAL  2236 3106 1259 476 1745 42429 967 481 19744 734 16609 1594 402 19468 8461 108 10499 51 1326 6255 382 824 13224 594 4778 3878 2302 2253 365 472 167022

Top 10 most complained about sectors

Name of sector Number
Airlines 41487
Clothing (including tailor-made goods) and footwear 19224
Information and communication technology (ICT) goods 13143
Electronic goods (non-ICT/recreational) 9250
Hotels and other holiday accommodation 8245
Furnishings 7025
Leisure goods (sports equipment, musical instruments, etc) 6130
Spares and accessories for vehicles and other means of personal transport 5362
Large domestic household appliances (including vacuum cleaners and microwaves) 4498
Mobile telephone services 3645
Airlines - 20.27%
Clothing (including tailor-made goods) and footwear - 9.39%
Information and communication technology (ICT) goods - 6.42%
Electronic goods (non-ICT/recreational) - 4.52%
Hotels and other holiday accommodation - 4.03%
Furnishings - 3.43%
Leisure goods (sports equipment, musical instruments, etc) - 2.99%
Spares and accessories for vehicles and other means of personal transport - 2.62%
Large domestic household appliances (including vacuum cleaners and microwaves) - 2.2%
Mobile telephone services - 1.78%

Percentage of national and cross-border complaints

49.82%
50.18%
Cross border
49.82% (101836) 
National
50.18% (102560) 


Report on the application of Directive 2013/11/EU on alternative dispute resolution for consumer disputes and Regulation (EU) No 524/2013 on online dispute resolution for consumer disputes | European Commission (europa.eu)
English (376.54 kB - PDF)
Download (376.54 kB - PDF)
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