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Informative message
CORONAVIRUS - claims on products advertised by rogue traders!

Since the outbreak of the coronavirus, rogue traders exploit consumers' fears to unduly maximise profits. They falsely advertise products online, such as protective masks or detergents, claiming that they can prevent or cure an infection with the new coronavirus, sometimes at extremely high prices. Do not fall in such traps.

The European Commission and the network of national consumer protection authorities are writing up a guidance to help identify and eradicate false claims quickly. The guidance will be available via this platform in the coming days.

We encourage you to report suspect offers related to the coronavirus to the online marketplace where you saw them.

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 GB GR HR HU IE IS IT LI LT LU LV MT NL NO PL PT RO SE SI SK TOTAL
Country of consumer
AT 405 8 1 5 10 1270 16 2 48 10 23 161 5 2 129 35 1 33 2 4 23 1 6 108 3 14 2 - 20 2 2 2351
BE 32 1063 6 2 12 405 17 6 113 3 384 266 8 2 110 161 5 41 - 3 60 6 2 811 4 19 20 5 40 8 4 3618
BG 16 9 605 7 5 112 3 - 30 6 27 254 20 1 370 37 1 43 - 4 6 3 10 92 2 29 2 80 4 - 2 1780
CY 5 10 2 35 2 63 - - 10 1 5 65 16 - 55 7 - 7 1 2 5 1 2 21 - 6 - 8 1 - - 330
CZ 21 5 5 1 276 118 6 1 8 1 8 74 5 - 161 35 1 12 1 4 35 - 1 62 5 14 5 1 14 1 11 892
DE 573 94 17 67 82 22725 119 27 488 82 453 1591 70 11 491 500 13 290 5 22 355 12 73 1082 24 180 42 28 297 15 24 29852
DK 16 7 6 4 5 133 225 4 23 1 25 115 3 - 48 35 - 17 - 2 16 3 1 61 14 4 3 1 54 3 - 829
EE 2 1 1 3 3 55 3 145 42 8 13 83 4 1 17 12 - 14 1 16 4 20 4 39 6 15 5 - 13 - 1 531
ES 68 56 9 10 43 1292 33 16 8127 43 667 1174 52 7 423 532 12 243 2 7 380 22 34 858 68 39 261 11 187 32 3 14711
FI 12 7 3 2 6 142 9 6 14 90 11 82 3 - 17 19 - 3 1 1 12 5 18 39 18 4 10 - 29 - - 563
FR 133 544 18 33 196 1940 45 22 1065 53 7299 1803 106 7 187 486 14 419 5 24 499 8 29 769 47 72 295 12 189 22 13 16354
GB 322 87 34 33 71 935 426 12 578 14 403 18109 67 6 1583 991 12 231 2 17 221 33 216 1103 108 67 52 20 253 18 7 26031
GR 16 8 20 27 8 183 4 2 36 3 45 295 548 - 70 84 1 55 - 5 15 3 9 100 3 11 7 5 12 2 5 1582
HR 8 4 1 2 6 88 3 - 28 1 9 104 6 201 41 10 - 12 - 2 4 - 4 36 2 6 5 1 2 8 11 605
HU 22 13 12 8 50 172 3 - 30 1 23 162 10 3 1940 71 - 25 - 2 39 6 8 102 3 88 4 392 12 13 127 3341
IE 25 6 2 3 5 114 10 - 66 1 24 547 12 - 16 658 2 17 - 5 15 3 6 79 5 10 8 1 28 2 - 1670
IS - 1 - - - 2 1 1 2 - - 7 - 2 14 3 2 4 - - 1 1 - 1 1 - - - 4 - - 47
IT 59 47 8 40 24 939 9 7 701 13 200 606 27 6 596 491 3 5039 2 1 196 12 31 470 38 18 34 7 104 17 4 9749
LI - - - - - 8 - - 1 1 - - - - 2 1 - - 8 - - - - 3 - - - - - - - 24
LT 5 4 - 4 5 48 5 2 11 - 4 92 1 - 130 28 2 15 1 528 6 16 1 43 7 22 5 - 8 - 1 994
LU 6 12 1 - 1 90 4 10 17 3 28 15 7 - 22 12 - 12 - 2 25 - - 10 1 - 3 1 8 - - 290
LV 6 - 3 1 - 57 2 10 9 1 8 108 2 - 96 18 - 14 - 10 7 87 2 13 1 4 1 2 8 1 1 472
MT 4 - - 2 - 30 2 - 14 - 6 95 - - 22 10 - 11 - 1 9 - 28 17 - 3 1 - 3 - - 258
NL 36 58 3 3 10 352 30 1 72 4 58 255 10 1 143 76 1 27 - 3 16 4 12 2193 4 10 17 3 56 1 2 3461
NO 16 2 - 3 2 77 37 7 10 1 7 49 4 2 72 13 - 6 - 2 9 1 4 32 110 8 1 2 94 1 - 572
PL 21 7 7 17 17 587 12 1 63 1 42 225 10 2 1222 120 1 29 - 5 41 5 7 180 8 2344 15 10 63 2 9 5073
PT 16 20 3 7 21 364 5 2 1010 9 246 457 20 2 73 125 2 73 - 3 26 5 11 192 4 18 1868 3 18 5 6 4614
RO 18 24 36 10 16 220 5 1 63 5 56 360 24 - 1074 60 4 64 - 3 61 2 14 129 10 114 7 942 7 13 10 3352
SE 42 3 1 6 4 205 67 8 44 3 23 160 8 1 148 45 1 13 - 5 9 4 24 82 35 14 2 1 254 2 1 1215
SI 5 - 1 1 3 85 - 2 20 - 5 32 6 5 28 4 - 11 - 1 4 2 2 30 1 4 - 2 1 41 3 299
SK 10 3 3 3 48 51 2 1 19 - 6 59 2 - 77 17 - 1 - - 9 - 6 29 3 8 1 - 2 4 89 453
TOTAL  1920 2103 808 339 931 32862 1103 296 12762 359 10108 27405 1056 262 9377 4696 78 6781 31 684 2108 265 565 8786 535 3145 2676 1538 1785 213 336 135913

Top 10 most complained about sectors

Name of sector Number
Airlines 19131
Clothing (including tailor-made goods) and footwear 14451
Information and communication technology (ICT) goods 9038
Electronic goods (non-ICT/recreational) 6169
Hotels and other holiday accommodation 5231
Furnishings 4883
Leisure goods (sports equipment, musical instruments, etc) 4410
Spares and accessories for vehicles and other means of personal transport 3826
Mobile telephone services 3266
Large domestic household appliances (including vacuum cleaners and microwaves) 3007
Airlines - 14.07%
Clothing (including tailor-made goods) and footwear - 10.63%
Information and communication technology (ICT) goods - 6.65%
Electronic goods (non-ICT/recreational) - 4.54%
Hotels and other holiday accommodation - 3.85%
Furnishings - 3.59%
Leisure goods (sports equipment, musical instruments, etc) - 3.24%
Spares and accessories for vehicles and other means of personal transport - 2.81%
Mobile telephone services - 2.4%
Large domestic household appliances (including vacuum cleaners and microwaves) - 2.21%

Percentage of national and cross-border complaints

44.35%
55.65%
Cross border
44.35% (60720) 
National
55.65% (76193) 


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