Online Dispute Resolution

Number of complaints by country

Country of trader
	#																															TOTAL
Country of consumer
		487	10	3	13	14	1462	20	2	81	16	36	10	3	197	53	1	47	2	5	46	1	16	143	3	20	13	4	29	4	3	2744
		34	1236	9	3	19	454	19	7	143	9	481	13	4	154	198	6	52	1	8	82	7	2	979	4	21	30	13	47	9	4	4048
		19	12	727	8	7	133	3	-	44	7	30	28	1	463	44	1	51	-	5	9	3	30	110	2	34	2	86	6	-	6	1871
		6	10	2	49	2	73	-	-	16	2	7	29	-	72	14	-	10	1	2	13	1	4	26	-	8	-	13	3	-	-	363
		25	8	7	1	338	135	6	1	19	3	13	7	1	201	47	1	18	1	5	40	3	2	88	5	21	10	4	21	9	17	1057
		690	137	27	77	130	26263	163	46	821	160	596	101	14	700	625	23	378	7	42	578	21	129	1545	32	252	72	36	390	20	30	34105
		18	8	6	4	8	168	249	5	30	1	27	5	-	60	43	-	21	-	3	21	3	2	75	18	9	8	2	60	3	-	857
		2	2	1	3	7	67	4	158	55	12	15	4	1	34	14	-	15	1	20	8	27	4	50	8	15	5	-	18	-	2	552
		86	76	12	17	102	1485	41	19	9951	85	824	82	9	533	726	15	326	5	20	718	25	49	1218	83	62	331	15	234	32	4	17185
		11	7	4	5	7	166	9	7	21	102	12	4	-	26	24	-	4	1	5	14	5	31	48	20	4	13	-	38	-	-	588
		167	641	27	41	441	2291	56	28	1629	110	9784	126	9	322	649	14	541	5	47	681	13	33	1043	63	98	489	17	237	23	14	19639
		19	15	34	30	14	221	6	4	68	6	64	706	-	92	108	1	72	-	6	21	9	24	124	4	28	9	13	22	2	7	1729
		8	8	1	3	9	109	3	-	38	3	10	8	243	68	15	-	17	-	5	6	-	4	41	3	11	7	2	3	11	11	647
		29	18	25	8	63	213	3	-	41	1	28	10	3	2423	94	1	32	-	3	44	6	17	141	5	108	8	403	17	19	155	3918
		29	12	2	4	10	141	15	-	105	6	35	24	2	35	800	4	31	-	8	34	5	14	113	7	15	15	7	39	3	-	1515
		-	1	-	-	1	5	1	1	2	-	-	-	2	22	3	4	7	-	-	2	1	-	1	1	-	2	-	4	-	-	60
		70	54	12	42	47	1105	14	8	1664	35	287	36	7	1054	840	4	6660	5	11	854	15	55	642	45	24	49	30	128	20	5	13822
		-	-	-	-	-	9	-	-	1	1	2	-	-	4	1	-	1	8	-	-	-	-	4	-	-	-	-	-	-	-	31
		7	6	1	4	10	66	7	2	18	1	10	1	1	162	41	2	20	1	647	10	31	1	55	8	31	8	-	14	-	1	1166
		6	15	1	1	3	97	4	10	20	4	39	8	-	32	18	-	14	-	2	38	1	-	15	1	1	7	2	12	-	-	351
		6	-	3	2	3	66	2	11	12	1	10	2	1	111	24	-	21	-	13	8	103	4	17	1	5	1	2	14	1	1	445
		5	1	1	2	1	37	2	-	18	-	7	-	-	29	16	-	11	-	1	13	-	40	20	1	5	2	-	3	-	-	215
		40	81	4	4	16	406	37	1	111	4	79	13	1	206	111	1	43	-	6	121	4	13	2675	7	16	25	6	69	2	2	4104
		18	2	-	4	2	79	45	7	18	1	9	4	2	106	15	-	7	-	4	11	1	7	44	125	10	3	2	105	1	-	632
		26	15	9	24	29	734	19	11	91	3	63	20	3	1725	168	1	46	-	7	875	13	16	286	8	2909	27	11	95	4	12	7250
		21	32	5	9	47	435	8	3	1520	18	309	25	2	112	171	2	99	-	7	53	8	14	261	6	21	2177	8	31	8	7	5419
		31	28	50	11	33	262	8	2	95	10	74	35	-	1295	89	4	100	1	8	71	5	19	182	14	130	11	1125	14	16	16	3739
		47	6	1	6	9	231	76	8	56	3	32	13	1	175	53	1	17	-	5	18	6	28	103	39	17	9	2	305	2	2	1271
		8	-	2	2	3	98	-	2	25	-	8	6	7	39	5	-	14	-	1	6	2	2	32	1	9	-	3	1	49	3	328
		10	6	4	3	51	61	2	3	24	-	8	2	-	99	24	-	4	-	-	12	-	7	38	4	10	2	1	5	4	99	483
	TOTAL		1925	2447	980	380	1426	37072	822	346	16737	604	12899	1322	317	10551	5033	86	8679	39	896	4407	319	567	10119	518	3894	3335	1807	1964	242	401	130134

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	27037
Clothing (including tailor-made goods) and footwear	16494
Information and communication technology (ICT) goods	11199
Electronic goods (non-ICT/recreational)	8008
Hotels and other holiday accommodation	6704
Furnishings	6032
Leisure goods (sports equipment, musical instruments, etc)	5414
Spares and accessories for vehicles and other means of personal transport	4933
Large domestic household appliances (including vacuum cleaners and microwaves)	3823
Mobile telephone services	3467