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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 502 11 3 14 18 1507 20 2 90 16 39 10 4 284 67 1 49 2 5 52 2 18 150 3 21 15 4 30 5 4 2948
BE 34 1275 10 3 20 470 21 12 156 9 496 15 4 211 233 6 54 1 8 95 8 2 1015 5 22 36 13 49 9 4 4296
BG 19 12 766 9 11 138 3 - 48 7 32 29 1 564 59 1 51 - 6 12 3 30 113 2 36 3 89 6 - 8 2058
CY 7 10 3 55 2 74 - - 18 2 7 30 - 127 17 - 10 1 2 13 1 4 28 - 8 - 14 3 - - 436
CZ 27 8 10 2 356 143 6 1 20 3 13 9 1 260 57 1 20 1 6 40 4 2 93 6 22 10 4 23 13 19 1180
DE 714 147 27 79 142 27076 174 79 890 173 630 108 17 887 687 23 393 7 55 718 21 134 1704 33 266 79 40 411 22 30 35766
DK 18 8 7 4 8 177 251 6 34 1 27 5 1 89 51 - 22 - 3 22 4 2 82 19 10 8 2 62 3 - 926
EE 3 2 1 3 8 73 4 160 57 13 17 6 1 47 16 - 18 1 23 8 28 4 52 8 15 5 - 18 - 2 593
ES 90 83 13 24 117 1535 46 22 10492 94 890 87 10 686 819 16 344 6 21 783 26 53 1329 85 63 346 20 237 33 5 18375
FI 14 7 4 5 11 173 9 7 23 106 12 4 1 34 28 - 4 1 5 15 5 31 53 21 4 13 - 44 1 - 635
FR 169 676 29 44 465 2406 57 29 1742 119 10615 132 12 432 722 16 579 5 56 735 14 35 1143 70 104 536 26 245 24 14 21251
GR 21 16 37 30 15 234 6 4 83 6 70 755 - 124 116 1 74 - 6 21 9 26 134 5 32 10 16 23 3 7 1884
HR 10 8 2 3 15 115 3 1 38 5 10 8 258 81 26 - 18 - 6 6 1 5 49 4 14 7 2 3 11 7 716
HU 30 18 33 8 72 225 3 - 49 1 31 13 4 2690 102 1 34 - 3 45 7 18 170 7 112 8 409 18 20 156 4287
IE 32 13 5 5 11 152 15 - 115 7 39 24 2 68 981 4 33 - 10 39 8 16 127 7 16 15 8 39 3 - 1794
IS - 1 - - 1 5 1 1 2 - - - 2 34 3 4 7 - - 2 1 1 1 1 - 2 - 4 - - 73
IT 72 58 25 44 51 1164 15 12 1706 38 307 44 10 1535 1150 6 7083 6 18 1118 15 61 705 45 29 56 33 141 20 5 15572
LI - - - - 1 9 - - 1 1 2 - - 5 1 - 1 8 - - - - 4 - - - - - - - 33
LT 8 6 1 4 13 75 8 6 19 1 11 1 2 198 54 2 23 1 675 10 35 1 62 8 32 8 - 17 1 1 1283
LU 7 15 1 1 3 99 4 14 20 5 41 8 - 43 25 - 15 - 2 47 1 - 21 1 1 7 2 12 - - 395
LV 6 - 3 2 4 67 3 12 12 2 10 2 1 120 27 - 21 - 13 8 105 4 18 1 5 1 2 14 1 1 465
MT 5 2 1 3 2 38 2 - 19 - 7 - - 37 25 - 12 - 1 13 - 43 22 1 5 2 - 3 - - 243
NL 42 87 4 4 16 417 40 1 121 5 85 13 1 269 132 1 48 - 9 136 5 18 2837 7 17 28 6 73 2 2 4426
NO 18 2 - 4 2 80 45 7 19 1 10 4 2 131 16 - 7 - 4 12 1 7 45 133 11 3 2 113 1 - 680
PL 29 16 12 30 29 775 23 15 101 3 69 20 3 2626 207 1 55 - 10 936 13 18 339 8 3091 27 12 99 6 14 8587
PT 22 32 5 10 48 455 10 8 1629 19 325 26 2 139 187 2 103 - 9 69 8 14 284 6 21 2264 9 30 8 7 5751
RO 32 30 58 13 38 277 8 3 105 11 82 37 - 1553 106 4 105 1 9 74 5 20 204 14 138 11 1247 16 17 16 4234
SE 53 6 1 6 10 248 80 9 59 3 36 15 1 210 63 1 20 - 6 18 7 34 109 41 17 9 2 316 2 3 1385
SI 8 1 5 2 3 102 - 2 25 - 8 7 7 52 5 - 15 - 1 6 2 2 35 1 9 1 4 3 51 3 360
SK 10 6 4 3 53 63 2 4 25 - 8 2 - 141 30 - 4 - - 12 - 7 38 4 13 2 1 5 4 104 545
TOTAL  2002 2556 1070 414 1545 38372 859 417 17718 651 13929 1414 347 13677 6012 91 9222 41 972 5065 339 610 10966 546 4134 3512 1967 2057 260 412 141177

Top 10 most complained about sectors

Name of sector Number
Airlines 31930
Clothing (including tailor-made goods) and footwear 17108
Information and communication technology (ICT) goods 11821
Electronic goods (non-ICT/recreational) 8395
Hotels and other holiday accommodation 7139
Furnishings 6284
Leisure goods (sports equipment, musical instruments, etc) 5649
Spares and accessories for vehicles and other means of personal transport 5041
Large domestic household appliances (including vacuum cleaners and microwaves) 4038
Mobile telephone services 3525
Airlines - 17.85%
Clothing (including tailor-made goods) and footwear - 9.57%
Information and communication technology (ICT) goods - 6.61%
Electronic goods (non-ICT/recreational) - 4.69%
Hotels and other holiday accommodation - 3.99%
Furnishings - 3.51%
Leisure goods (sports equipment, musical instruments, etc) - 3.16%
Spares and accessories for vehicles and other means of personal transport - 2.82%
Large domestic household appliances (including vacuum cleaners and microwaves) - 2.26%
Mobile telephone services - 1.97%

Percentage of national and cross-border complaints

47.95%
52.05%
Cross border
47.95% (86553) 
National
52.05% (93950) 


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