Online Dispute Resolution

Number of complaints by country

Country of trader
	#																																TOTAL
Country of consumer
		307	8	1	3	7	1027	14	1	28	4	23	116	3	1	57	23	-	24	-	1	16	1	6	64	2	11	1	-	13	2	1	1765
		22	915	6	2	7	329	15	5	93	-	288	220	6	2	89	134	1	37	-	2	46	6	-	645	4	19	12	5	28	5	2	2945
		13	8	483	6	3	86	2	-	26	4	19	220	9	1	319	29	-	30	-	3	4	2	7	57	2	20	1	76	2	-	1	1433
		3	9	-	29	1	51	-	-	6	1	4	52	9	-	38	4	-	6	1	1	4	1	2	12	-	1	-	4	-	-	-	239
		16	5	4	1	213	79	5	1	7	-	2	56	4	-	137	27	1	6	-	3	30	-	1	31	3	12	4	1	4	1	10	664
		440	68	15	46	61	18780	93	21	327	53	344	1209	47	8	410	389	7	208	3	15	258	7	53	650	13	114	27	17	187	10	22	23902
		13	6	6	4	2	103	190	4	18	1	21	86	2	-	38	24	-	14	-	2	14	3	-	37	4	4	2	1	37	3	-	639
		1	1	1	3	3	39	3	131	39	6	10	73	3	1	13	11	-	13	1	14	2	13	3	31	3	8	4	-	11	-	1	442
		48	45	5	8	23	1011	25	11	6413	25	491	988	40	7	336	393	1	185	1	5	224	15	20	491	36	26	200	9	131	23	3	11239
		8	5	3	2	3	117	8	6	11	77	9	69	2	-	10	12	-	1	1	1	9	2	11	25	10	3	7	-	20	-	-	432
		116	403	13	24	79	1447	39	16	738	34	5183	1355	72	3	152	362	6	326	3	15	339	6	15	494	35	46	230	7	112	12	10	11692
		259	75	28	30	44	695	398	8	453	8	307	15474	49	4	1185	686	8	178	2	14	162	26	179	593	82	40	35	10	149	13	4	21198
		11	7	17	22	6	135	4	-	24	2	35	245	412	-	44	64	1	43	-	3	12	-	7	65	1	8	6	4	6	1	2	1187
		5	4	1	1	3	68	3	-	22	-	7	79	6	170	36	8	-	9	-	2	4	-	-	16	1	3	2	1	1	6	9	467
		16	12	6	7	29	139	3	-	17	1	16	121	4	3	1452	52	-	18	-	2	33	4	7	54	2	62	3	458	9	4	57	2591
		20	6	2	2	5	81	10	-	53	-	19	468	9	-	9	569	1	14	-	4	8	-	6	43	5	8	7	1	14	2	-	1366
		-	1	-	-	-	1	1	-	2	-	-	4	-	2	9	1	2	2	-	-	-	1	-	1	-	-	-	-	-	-	-	27
		44	33	2	26	13	724	5	7	232	7	140	396	18	1	479	371	3	3813	2	-	110	10	28	252	31	10	19	5	72	11	3	6867
		-	-	-	-	-	8	-	-	1	-	-	-	-	-	2	1	-	-	1	-	-	-	-	2	-	-	-	-	-	-	-	15
		5	2	-	3	3	38	3	1	10	-	2	76	-	-	100	14	-	7	-	462	5	7	1	27	3	17	3	-	5	-	1	795
		5	11	1	-	-	65	1	1	15	-	24	11	5	-	17	11	-	9	-	2	16	-	-	7	1	-	1	1	2	-	-	206
		6	-	3	1	-	43	2	10	9	1	7	97	1	-	82	15	-	10	-	9	5	71	2	6	-	3	-	1	5	1	1	391
		4	-	-	1	-	20	2	-	9	-	4	79	-	-	19	5	-	5	-	-	7	-	20	10	-	1	-	1	2	-	-	189
		30	43	2	3	8	297	22	-	54	4	38	193	9	-	115	52	-	19	-	-	13	2	8	1682	2	8	14	1	37	1	1	2658
		9	2	-	3	2	56	26	5	10	-	5	40	1	2	52	6	-	4	-	2	8	-	-	15	74	4	1	2	58	-	-	387
		16	6	3	15	10	433	5	-	37	-	25	181	4	1	823	80	-	16	-	2	30	3	4	93	4	1786	11	7	38	1	4	3638
		11	14	1	6	17	294	4	2	734	2	191	360	10	2	54	96	2	51	-	2	16	2	6	106	2	11	1577	3	15	3	4	3598
		16	21	20	7	10	159	4	1	45	3	42	306	13	-	813	43	3	37	-	3	44	1	12	67	9	71	5	763	2	7	8	2535
		40	1	1	6	2	157	56	8	27	2	15	133	7	1	129	42	-	9	-	5	8	4	17	54	18	8	-	1	184	1	1	937
		4	-	1	-	1	67	-	2	17	-	4	26	6	4	21	4	-	7	-	-	4	1	2	19	1	3	-	2	1	32	2	231
		7	3	2	2	29	42	1	1	15	-	3	49	1	-	57	15	-	-	-	-	8	-	4	13	2	5	1	-	1	2	73	336
	TOTAL		1495	1714	627	263	584	26591	944	242	9492	235	7278	22782	752	213	7097	3543	36	5101	15	574	1439	188	421	5662	350	2312	2173	1381	1146	141	220	105011

Reports and statistics

Number of complaints by country

Top 10 most complained about sectors

Percentage of national and cross-border complaints

Name of sector	Number
Airlines	13717
Clothing (including tailor-made goods) and footwear	11614
Information and communication technology (ICT) goods	7253
Electronic goods (non-ICT/recreational)	5023
Furnishings	3811
Leisure goods (sports equipment, musical instruments, etc)	3489
Hotels and other holiday accommodation	3192
Mobile telephone services	2963
Spares and accessories for vehicles and other means of personal transport	2946
Large domestic household appliances (including vacuum cleaners and microwaves)	2397