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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 507 11 3 15 18 1520 20 2 91 17 39 10 4 310 69 1 52 2 5 59 2 18 153 3 21 15 4 30 5 4 3010
BE 34 1283 10 3 20 475 21 12 160 9 500 15 4 223 246 6 55 1 8 96 8 2 1024 5 22 37 13 49 9 4 4354
BG 19 14 772 9 11 139 3 - 48 7 32 29 1 581 61 1 51 - 6 12 3 30 113 2 36 3 89 6 1 8 2087
CY 7 10 3 57 2 74 - - 18 2 7 30 - 139 17 - 11 1 2 13 1 4 28 - 8 - 14 3 - - 451
CZ 27 8 10 2 362 147 6 1 20 3 14 10 1 275 58 1 20 1 7 40 4 2 96 6 24 10 4 24 14 19 1216
DE 721 151 28 81 144 27275 174 80 905 177 641 108 17 926 710 23 404 8 59 754 21 137 1745 33 270 80 41 416 23 31 36183
DK 19 8 7 4 9 178 254 6 34 1 27 5 1 91 51 - 22 - 3 23 4 2 82 19 10 8 2 62 3 - 935
EE 3 2 1 3 9 74 4 161 57 13 17 6 1 52 16 - 18 1 23 8 28 4 53 8 15 5 - 18 - 2 602
ES 91 84 13 25 118 1548 47 22 10610 97 900 88 10 708 844 16 350 6 21 793 26 54 1363 85 63 348 22 237 33 5 18627
FI 14 7 4 5 11 173 9 7 23 106 13 4 1 37 28 - 4 1 5 15 5 31 53 21 6 13 - 45 1 - 642
FR 170 688 30 44 471 2429 57 31 1773 120 10886 134 12 455 739 16 594 5 57 749 14 37 1164 70 104 549 27 248 24 14 21711
GR 22 16 38 30 15 237 6 4 83 6 71 765 - 133 119 1 74 - 6 21 9 27 135 5 33 10 17 23 4 7 1917
HR 10 8 2 3 15 118 3 2 39 5 12 8 259 85 29 - 18 - 6 6 1 5 50 4 14 7 2 3 11 7 732
HU 30 19 33 8 76 232 3 - 49 1 31 13 5 2753 103 1 38 - 3 45 7 18 171 7 115 10 409 18 22 156 4376
IE 32 13 5 5 11 154 15 - 117 7 40 24 2 78 1027 5 34 - 10 40 8 17 130 7 16 15 8 39 3 - 1862
IS - 1 - - 1 5 1 1 2 - - - 2 37 3 4 7 - - 2 1 1 1 1 1 2 - 4 - - 77
IT 75 58 26 44 52 1175 16 12 1725 40 312 44 10 1642 1178 7 7187 6 21 1174 15 65 722 45 29 56 34 144 20 5 15939
LI - - - - 1 9 - - 1 1 2 - - 5 1 - 1 8 - - - - 4 - - - - - - - 33
LT 9 6 1 4 13 77 8 7 19 1 12 2 2 205 54 2 23 1 681 10 36 1 63 8 33 8 - 18 1 1 1306
LU 7 15 1 1 3 99 4 14 20 5 45 8 - 44 26 - 15 - 2 49 1 - 21 1 1 7 2 12 - - 403
LV 6 - 3 2 4 69 3 13 12 2 10 2 1 124 27 - 21 - 13 8 105 4 18 1 5 2 2 14 1 1 473
MT 5 2 1 3 2 38 2 - 19 - 7 - - 38 26 - 12 - 1 13 - 43 23 1 5 2 - 3 - - 246
NL 44 90 4 5 16 424 40 1 122 5 88 13 1 281 133 1 50 - 9 138 5 18 2886 7 18 31 6 75 2 2 4515
NO 18 2 1 4 2 80 45 7 20 1 13 4 2 138 16 - 7 - 4 12 1 8 46 133 11 4 2 117 1 - 699
PL 29 16 12 34 30 792 25 15 107 3 69 20 3 2872 218 1 57 - 11 943 13 18 352 8 3129 28 12 99 6 14 8936
PT 23 32 5 10 48 458 10 9 1645 19 328 26 2 143 191 2 103 - 10 73 8 14 287 6 22 2286 9 30 8 7 5814
RO 32 30 70 14 38 277 8 3 106 11 83 37 - 1593 107 4 105 1 9 75 6 20 209 14 139 11 1268 16 17 16 4319
SE 53 7 1 6 10 251 81 9 61 3 36 15 1 216 65 1 21 - 6 18 7 34 110 41 17 9 2 319 2 3 1405
SI 8 1 5 2 3 103 - 2 26 - 9 7 7 54 6 - 15 - 1 6 2 2 35 1 9 1 4 3 51 3 366
SK 10 6 4 3 55 64 2 4 26 - 8 2 - 166 30 - 4 - - 12 - 7 39 4 13 2 1 5 4 111 582
TOTAL  2025 2588 1093 426 1570 38694 867 425 17938 662 14252 1429 349 14404 6198 93 9373 42 989 5207 341 623 11176 546 4189 3559 1994 2080 266 420 143818

Top 10 most complained about sectors

Name of sector Number
Airlines 32989
Clothing (including tailor-made goods) and footwear 17302
Information and communication technology (ICT) goods 11978
Electronic goods (non-ICT/recreational) 8488
Hotels and other holiday accommodation 7223
Furnishings 6340
Leisure goods (sports equipment, musical instruments, etc) 5712
Spares and accessories for vehicles and other means of personal transport 5067
Large domestic household appliances (including vacuum cleaners and microwaves) 4080
Mobile telephone services 3543
Airlines - 18.18%
Clothing (including tailor-made goods) and footwear - 9.53%
Information and communication technology (ICT) goods - 6.6%
Electronic goods (non-ICT/recreational) - 4.68%
Hotels and other holiday accommodation - 3.98%
Furnishings - 3.49%
Leisure goods (sports equipment, musical instruments, etc) - 3.15%
Spares and accessories for vehicles and other means of personal transport - 2.79%
Large domestic household appliances (including vacuum cleaners and microwaves) - 2.25%
Mobile telephone services - 1.95%

Percentage of national and cross-border complaints

48.16%
51.84%
Cross border
48.16% (88195) 
National
51.84% (94926) 


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