Online Dispute Resolution

Number of complaints by country

Country of trader
	#																															TOTAL
Country of consumer
		454	9	3	12	12	1389	19	2	69	15	29	9	2	153	44	1	44	2	5	32	1	14	126	3	16	8	1	27	3	3	2507
		32	1182	8	3	14	438	18	6	134	4	445	12	2	129	172	6	47	-	6	66	7	2	917	4	21	26	9	42	9	4	3765
		16	11	670	8	7	123	3	-	38	7	29	22	1	405	40	1	48	-	4	8	3	16	104	2	32	2	81	4	-	5	1690
		5	10	2	41	2	72	-	-	13	1	6	23	-	64	13	-	9	1	2	10	1	2	25	-	8	-	12	2	-	-	324
		23	5	7	1	305	126	6	1	12	1	13	7	1	176	40	1	14	1	4	38	2	2	75	5	19	8	2	19	5	14	933
		644	117	26	69	120	24874	143	34	711	144	534	90	12	575	567	21	337	5	26	429	15	101	1340	32	223	54	30	353	17	25	31668
		17	7	6	4	5	150	241	4	27	1	27	4	-	52	37	-	18	-	3	17	3	2	66	17	8	4	1	57	3	-	781
		2	1	1	3	6	61	4	154	51	12	15	4	1	21	13	-	14	1	18	7	23	4	45	7	15	5	-	18	-	1	507
		78	63	10	14	76	1400	39	17	9239	74	763	70	9	479	637	15	291	5	17	622	24	43	1057	76	49	303	14	216	32	3	15735
		11	7	4	4	6	164	9	7	20	101	11	4	-	21	23	-	4	1	3	12	5	25	46	19	4	11	-	31	-	-	553
		157	601	24	35	361	2145	51	24	1393	89	8747	119	8	267	581	14	493	5	30	606	10	32	927	56	86	407	16	215	22	14	17535
		19	14	25	30	11	207	5	3	50	6	57	636	-	78	95	1	69	-	5	20	6	17	112	3	23	9	8	20	2	7	1538
		8	6	1	3	8	103	3	-	36	2	9	8	217	54	11	-	13	-	5	5	-	4	38	2	9	6	1	2	11	11	576
		27	15	19	8	56	192	3	-	35	1	25	10	3	2149	80	-	28	-	3	41	6	12	122	5	103	5	394	14	16	143	3515
		26	8	2	3	9	128	11	-	92	3	30	17	2	19	739	3	25	-	8	21	3	7	94	6	12	13	1	31	2	-	1315
		-	1	-	-	1	5	1	1	2	-	-	-	2	18	3	2	6	-	-	1	1	-	1	1	-	2	-	4	-	-	52
		65	49	10	42	39	1035	13	7	1553	27	241	32	6	723	567	4	6071	5	7	481	13	50	548	43	21	41	19	119	18	5	11854
		-	-	-	-	-	9	-	-	1	1	2	-	-	2	1	-	1	8	-	-	-	-	3	-	-	-	-	-	-	-	28
		6	5	1	4	8	57	5	2	16	-	9	1	-	139	36	2	18	1	604	10	22	1	49	8	28	5	-	12	-	1	1050
		6	14	1	1	3	96	4	10	19	4	34	8	-	30	13	-	13	-	2	31	1	-	13	1	-	7	1	11	-	-	323
		6	-	3	2	2	64	2	11	11	1	9	2	-	101	21	-	17	-	12	7	93	4	17	1	5	1	2	12	1	1	408
		5	-	-	2	1	34	2	-	16	-	7	-	-	24	11	-	11	-	1	11	-	33	18	-	5	2	-	3	-	-	186
		39	74	4	4	14	389	33	1	94	4	70	12	1	166	89	1	36	-	3	66	4	13	2464	5	15	23	3	64	1	2	3694
		18	2	-	3	2	79	44	7	14	1	9	4	2	95	15	-	6	-	3	11	1	4	40	116	9	3	2	99	1	-	590
		25	13	8	21	27	658	16	6	84	2	49	16	2	1433	140	1	39	-	6	64	13	10	225	8	2706	24	11	87	2	9	5705
		21	26	4	8	37	403	6	3	1356	16	287	24	2	94	154	2	88	-	3	40	7	12	224	6	20	2063	3	26	5	7	4947
		27	27	44	11	26	247	7	2	76	9	65	30	-	1187	82	4	85	-	3	67	4	16	152	13	121	10	1048	11	15	12	3401
		45	4	1	6	7	218	74	8	54	3	28	11	1	159	48	1	14	-	5	16	6	27	90	37	15	6	2	277	2	2	1167
		7	-	2	2	3	94	-	2	24	-	7	6	6	34	4	-	12	-	1	5	2	2	31	1	7	-	3	1	46	3	305
		10	6	3	3	48	58	2	1	23	-	8	2	-	88	20	-	3	-	-	11	-	7	32	3	9	1	-	4	4	98	444
	TOTAL		1799	2277	889	347	1216	35018	764	313	15263	529	11565	1183	280	8935	4296	80	7874	35	789	2755	276	462	9001	480	3589	3049	1664	1781	217	370	117096

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	23538
Clothing (including tailor-made goods) and footwear	15668
Information and communication technology (ICT) goods	10193
Electronic goods (non-ICT/recreational)	6955
Hotels and other holiday accommodation	6106
Furnishings	5638
Leisure goods (sports equipment, musical instruments, etc)	5052
Spares and accessories for vehicles and other means of personal transport	4732
Large domestic household appliances (including vacuum cleaners and microwaves)	3564
Mobile telephone services	3387