Online Dispute Resolution

Number of complaints by country

Country of trader
	#																															TOTAL
Country of consumer
		495	11	3	13	15	1485	20	2	83	16	36	10	4	229	64	1	48	2	5	48	2	17	148	3	20	14	4	30	4	3	2835
		34	1254	9	3	20	458	19	10	155	9	490	15	4	175	218	6	52	1	8	85	8	2	993	5	21	30	13	47	9	4	4157
		19	12	752	9	9	136	3	-	46	7	30	29	1	499	49	1	51	-	5	12	3	30	113	2	36	2	86	6	-	8	1956
		6	10	2	51	2	73	-	-	17	2	7	29	-	93	17	-	10	1	2	13	1	4	28	-	8	-	14	3	-	-	393
		26	8	9	1	346	138	6	1	19	3	13	8	1	227	52	1	19	1	6	40	3	2	90	5	21	10	4	21	9	19	1109
		702	142	27	78	135	26626	169	68	853	167	616	102	15	776	663	23	383	7	50	623	21	131	1617	33	257	74	37	397	21	30	34843
		18	8	6	4	8	171	249	6	33	1	27	5	-	74	48	-	21	-	3	22	4	2	77	18	10	8	2	61	3	-	889
		3	2	1	3	7	71	4	159	57	12	15	4	1	40	15	-	18	1	21	8	28	4	51	8	15	5	-	18	-	2	573
		88	82	12	19	111	1505	44	20	10196	91	845	85	9	592	769	16	337	5	20	739	26	49	1283	84	62	338	16	236	32	4	17715
		12	7	4	5	10	167	9	7	21	102	12	4	-	29	27	-	4	1	5	14	5	31	52	20	4	13	-	43	1	-	609
		168	652	27	41	456	2333	56	29	1685	112	10127	129	11	359	683	14	564	5	51	702	13	35	1087	68	102	505	18	240	23	14	20309
		19	16	34	30	15	227	6	4	75	6	66	738	-	103	114	1	72	-	6	21	9	24	130	5	32	9	13	23	3	7	1808
		8	8	2	3	9	109	3	-	38	3	10	8	252	71	15	-	17	-	5	6	-	5	43	3	12	7	2	3	11	11	664
		30	18	29	8	70	217	3	-	44	1	30	12	4	2525	99	1	32	-	3	45	7	18	150	6	110	8	407	17	19	155	4068
		32	13	4	5	11	144	15	-	110	6	36	24	2	50	858	4	32	-	8	37	6	16	119	7	16	15	8	39	3	-	1620
		-	1	-	-	1	5	1	1	2	-	-	-	2	27	3	4	7	-	-	2	1	-	1	1	-	2	-	4	-	-	65
		72	57	14	42	48	1131	14	9	1685	36	295	38	9	1311	1026	5	6852	6	14	957	15	58	671	45	26	55	33	131	20	5	14680
		-	-	-	-	-	9	-	-	1	1	2	-	-	4	1	-	1	8	-	-	-	-	4	-	-	-	-	-	-	-	31
		7	6	1	4	11	71	8	2	18	1	11	1	1	178	48	2	21	1	660	10	33	1	61	8	31	8	-	16	-	1	1221
		7	15	1	1	3	97	4	12	20	5	39	8	-	35	20	-	14	-	2	43	1	-	19	1	1	7	2	12	-	-	369
		6	-	3	2	4	66	2	12	12	2	10	2	1	115	25	-	21	-	13	8	105	4	17	1	5	1	2	14	1	1	455
		5	2	1	2	1	37	2	-	19	-	7	-	-	31	19	-	12	-	1	13	-	43	21	1	5	2	-	3	-	-	227
		41	83	4	4	16	413	37	1	119	4	81	13	1	231	121	1	44	-	8	123	4	15	2736	7	17	25	6	72	2	2	4231
		18	2	-	4	2	80	45	7	19	1	9	4	2	119	15	-	7	-	4	11	1	7	44	128	11	3	2	107	1	-	653
		28	15	11	26	29	750	21	13	96	3	67	20	3	2092	190	1	50	-	8	901	13	17	310	8	2988	27	11	95	5	13	7811
		22	32	5	9	48	449	8	5	1569	18	317	25	2	121	179	2	101	-	8	62	8	14	273	6	21	2227	9	30	8	7	5585
		31	30	53	12	36	269	8	2	98	10	77	37	-	1392	98	4	104	1	8	71	5	19	190	14	133	11	1171	15	17	16	3932
		51	6	1	6	9	238	78	8	59	3	34	14	1	190	60	1	19	-	6	18	7	32	107	40	17	9	2	314	2	2	1334
		8	-	5	2	3	100	-	2	25	-	8	7	7	40	5	-	15	-	1	6	2	2	33	1	9	-	4	3	50	3	341
		10	6	4	3	51	61	2	3	25	-	8	2	-	118	27	-	4	-	-	12	-	7	38	4	10	2	1	5	4	101	508
	TOTAL		1966	2498	1024	390	1486	37636	836	383	17199	622	13325	1373	333	11846	5528	88	8932	40	931	4652	331	589	10506	532	4000	3417	1867	2005	248	408	134991

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	29202
Clothing (including tailor-made goods) and footwear	16730
Information and communication technology (ICT) goods	11414
Electronic goods (non-ICT/recreational)	8162
Hotels and other holiday accommodation	6950
Furnishings	6134
Leisure goods (sports equipment, musical instruments, etc)	5518
Spares and accessories for vehicles and other means of personal transport	4982
Large domestic household appliances (including vacuum cleaners and microwaves)	3936
Mobile telephone services	3492