Online Dispute Resolution

Number of complaints by country

Country of trader
	#																															TOTAL
Country of consumer
		476	10	3	13	14	1426	19	2	76	15	33	9	2	171	50	1	45	2	5	40	1	16	137	3	17	11	4	29	4	3	2637
		33	1209	9	3	17	447	18	6	138	6	463	13	4	139	178	6	50	1	7	72	7	2	948	4	21	29	11	46	9	4	3900
		18	11	700	8	7	127	3	-	40	7	29	24	1	436	42	1	51	-	4	9	3	24	108	2	34	2	84	6	-	5	1786
		5	10	2	46	2	72	-	-	16	1	7	26	-	67	13	-	9	1	2	12	1	2	25	-	8	-	13	2	-	-	342
		25	7	7	1	321	129	6	1	17	2	13	7	1	188	45	1	16	1	4	39	3	2	86	5	20	9	2	20	7	14	999
		662	123	27	73	125	25575	157	38	753	155	569	96	14	638	596	23	356	7	36	488	19	116	1450	32	241	58	34	376	18	30	32885
		18	7	6	4	8	159	245	5	27	1	27	5	-	56	41	-	19	-	3	18	3	2	70	17	9	5	1	58	3	-	817
		2	1	1	3	7	65	4	157	52	12	15	4	1	27	13	-	14	1	18	8	23	4	46	7	15	5	-	18	-	2	525
		80	72	12	16	92	1440	41	19	9579	82	797	78	9	499	678	15	311	5	18	675	24	47	1152	79	55	316	14	228	32	3	16468
		11	7	4	4	6	165	9	7	20	102	11	4	-	21	24	-	4	1	5	12	5	27	46	19	4	13	-	33	-	-	564
		164	622	26	38	407	2218	53	27	1512	98	9242	122	9	300	616	14	523	5	36	648	12	32	993	60	91	455	17	227	23	14	18604
		19	15	30	30	12	211	5	4	59	6	60	675	-	83	100	1	72	-	5	21	7	21	119	4	27	9	9	22	2	7	1635
		8	8	1	3	9	108	3	-	36	3	9	8	231	61	13	-	16	-	5	5	-	4	41	3	10	6	1	2	11	11	616
		28	17	22	8	58	200	3	-	37	1	25	10	3	2254	85	-	29	-	3	42	6	16	134	5	105	7	398	17	18	151	3682
		26	10	2	4	9	136	12	-	98	5	31	19	2	27	761	3	29	-	8	26	5	10	104	7	13	13	4	35	3	-	1402
		-	1	-	-	1	5	1	1	2	-	-	-	2	18	3	4	6	-	-	2	1	-	1	1	-	2	-	4	-	-	55
		67	50	10	42	43	1070	13	7	1610	32	259	34	6	868	675	4	6364	5	9	642	14	53	605	43	23	46	24	124	19	5	12766
		-	-	-	-	-	9	-	-	1	1	2	-	-	4	1	-	1	8	-	-	-	-	4	-	-	-	-	-	-	-	31
		7	6	1	4	9	63	7	2	16	-	9	1	-	144	37	2	20	1	630	10	24	1	51	8	29	7	-	12	-	1	1102
		6	14	1	1	3	97	4	10	19	4	36	8	-	31	14	-	14	-	2	36	1	-	14	1	1	7	1	11	-	-	336
		6	-	3	2	3	66	2	11	12	1	10	2	1	106	23	-	20	-	12	8	97	4	17	1	5	1	2	12	1	1	429
		5	-	1	2	1	36	2	-	16	-	7	-	-	25	13	-	11	-	1	12	-	38	20	1	5	2	-	3	-	-	201
		40	77	4	4	15	398	35	1	105	4	75	13	1	181	95	1	40	-	4	92	4	13	2571	6	16	24	3	67	1	2	3892
		18	2	-	4	2	79	45	7	18	1	9	4	2	101	15	-	7	-	3	11	1	6	42	122	9	3	2	101	1	-	615
		25	14	9	21	28	703	18	8	89	2	54	18	3	1550	151	1	45	-	7	330	13	14	268	8	2800	26	11	91	2	10	6319
		21	29	5	8	43	423	6	3	1438	18	302	25	2	103	161	2	90	-	5	47	8	12	248	6	21	2124	8	28	5	7	5198
		29	27	47	11	32	253	7	2	84	9	71	32	-	1246	86	4	92	1	5	71	5	18	169	13	128	11	1092	13	16	14	3588
		45	4	1	6	8	223	75	8	56	3	32	12	1	165	50	1	15	-	5	18	6	27	97	39	17	8	2	291	2	2	1219
		7	-	2	2	3	96	-	2	25	-	8	6	7	37	5	-	13	-	1	5	2	2	31	1	8	-	3	1	48	3	318
		10	6	3	3	50	60	2	2	24	-	8	2	-	94	23	-	3	-	-	12	-	7	34	3	9	2	-	5	4	99	465
	TOTAL		1861	2359	939	364	1335	36059	795	330	15975	571	12213	1257	302	9640	4607	84	8285	39	843	3411	295	520	9631	500	3741	3201	1740	1882	229	388	123396

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	25135
Clothing (including tailor-made goods) and footwear	16089
Information and communication technology (ICT) goods	10654
Electronic goods (non-ICT/recreational)	7339
Hotels and other holiday accommodation	6443
Furnishings	5833
Leisure goods (sports equipment, musical instruments, etc)	5239
Spares and accessories for vehicles and other means of personal transport	4839
Large domestic household appliances (including vacuum cleaners and microwaves)	3700
Mobile telephone services	3437