Online Dispute Resolution

Number of complaints by country

Country of trader
	#																															TOTAL
Country of consumer
		465	10	3	12	13	1407	19	2	74	15	31	9	2	159	46	1	45	2	5	36	1	16	128	3	17	8	1	28	4	3	2565
		33	1198	8	3	15	441	18	6	137	5	457	13	2	131	175	6	48	1	7	68	7	2	930	4	21	28	11	45	9	4	3833
		18	11	686	8	7	126	3	-	38	7	29	22	1	420	40	1	49	-	4	8	3	18	106	2	33	2	83	5	-	5	1735
		5	10	2	42	2	72	-	-	13	1	7	24	-	66	13	-	9	1	2	10	1	2	25	-	8	-	13	2	-	-	330
		24	6	7	1	315	126	6	1	16	2	13	7	1	178	43	1	15	1	4	39	2	2	82	5	19	9	2	20	5	14	966
		652	120	27	72	122	25217	156	34	736	148	549	93	13	609	584	22	350	5	30	454	16	106	1401	32	229	57	30	368	18	29	32279
		17	7	6	4	7	153	243	5	27	1	27	5	-	52	39	-	18	-	3	17	3	2	69	17	8	4	1	58	3	-	796
		2	1	1	3	7	62	4	156	52	12	15	4	1	24	13	-	14	1	18	7	23	4	46	7	15	5	-	18	-	1	516
		80	71	11	14	85	1415	41	18	9397	79	784	75	9	487	657	15	299	5	18	647	24	47	1113	77	50	308	14	219	32	3	16094
		11	7	4	4	6	164	9	7	20	102	11	4	-	21	23	-	4	1	3	12	5	25	46	19	4	12	-	32	-	-	556
		161	613	25	37	385	2187	51	24	1464	92	8980	121	9	289	598	14	506	5	32	625	12	32	958	57	90	431	16	220	22	14	18070
		19	14	29	30	11	207	5	4	57	6	59	656	-	79	95	1	70	-	5	20	7	19	114	4	26	9	8	21	2	7	1584
		8	8	1	3	9	106	3	-	36	3	9	8	221	57	12	-	14	-	5	5	-	4	38	2	9	6	1	2	11	11	592
		27	16	21	8	57	196	3	-	36	1	25	10	3	2199	83	-	28	-	3	42	6	14	131	5	105	6	395	15	16	148	3599
		26	10	2	4	9	134	12	-	93	4	30	18	2	22	748	3	27	-	8	24	4	8	98	6	13	13	4	33	2	-	1357
		-	1	-	-	1	5	1	1	2	-	-	-	2	18	3	2	6	-	-	2	1	-	1	1	-	2	-	4	-	-	53
		66	49	10	42	43	1043	13	7	1584	30	247	33	6	803	596	4	6203	5	7	552	14	53	583	43	23	44	22	122	18	5	12270
		-	-	-	-	-	9	-	-	1	1	2	-	-	3	1	-	1	8	-	-	-	-	4	-	-	-	-	-	-	-	30
		6	6	1	4	8	59	7	2	16	-	9	1	-	140	36	2	19	1	615	10	24	1	49	8	28	5	-	12	-	1	1070
		6	14	1	1	3	96	4	10	19	4	35	8	-	31	14	-	13	-	2	32	1	-	14	1	-	7	1	11	-	-	328
		6	-	3	2	3	64	2	11	11	1	9	2	1	102	22	-	19	-	12	7	96	4	17	1	5	1	2	12	1	1	417
		5	-	-	2	1	36	2	-	16	-	7	-	-	25	12	-	11	-	1	12	-	34	18	-	5	2	-	3	-	-	192
		39	76	4	4	14	392	34	1	102	4	73	12	1	173	92	1	37	-	3	74	4	13	2515	5	16	24	3	67	1	2	3786
		18	2	-	4	2	79	45	7	17	1	9	4	2	98	15	-	7	-	3	11	1	4	41	118	9	3	2	101	1	-	604
		25	14	9	21	27	688	17	7	88	2	52	18	2	1489	144	1	42	-	6	122	13	11	243	8	2760	25	11	90	2	10	5947
		21	28	5	8	41	414	6	3	1403	18	295	25	2	102	158	2	88	-	4	44	8	12	238	6	20	2097	7	27	5	7	5094
		28	27	46	11	31	249	7	2	82	9	69	32	-	1221	84	4	91	1	4	69	5	17	163	13	126	10	1066	12	15	12	3506
		45	4	1	6	7	221	75	8	54	3	30	12	1	161	49	1	15	-	5	18	6	27	94	38	15	6	2	284	2	2	1192
		7	-	2	2	3	95	-	2	24	-	7	6	6	36	4	-	13	-	1	5	2	2	31	1	7	-	3	1	47	3	310
		10	6	3	3	50	58	2	1	23	-	8	2	-	90	20	-	3	-	-	11	-	7	34	3	9	1	-	4	4	98	450
	TOTAL		1830	2329	918	355	1284	35521	788	319	15638	551	11878	1224	287	9285	4419	81	8064	37	810	2983	289	486	9330	486	3670	3125	1698	1836	220	380	120121

Reports and statistics

Number of complaints by country

Top 10 most complained about sectors

Percentage of national and cross-border complaints

Online Dispute Resolution

Name of sector	Number
Airlines	24320
Clothing (including tailor-made goods) and footwear	15868
Information and communication technology (ICT) goods	10388
Electronic goods (non-ICT/recreational)	7079
Hotels and other holiday accommodation	6294
Furnishings	5737
Leisure goods (sports equipment, musical instruments, etc)	5152
Spares and accessories for vehicles and other means of personal transport	4790
Large domestic household appliances (including vacuum cleaners and microwaves)	3622
Mobile telephone services	3422