Online Dispute Resolution

Number of complaints by country

Country of trader
	#																																TOTAL
Country of consumer
		356	8	1	5	7	1152	16	2	39	6	23	131	3	1	99	29	-	28	-	4	19	1	6	80	2	12	2	-	16	2	2	2052
		27	995	6	2	11	371	17	6	99	2	334	242	6	2	97	150	4	39	-	2	53	6	-	727	4	19	16	6	36	6	3	3288
		14	8	552	7	3	101	3	-	28	4	23	238	9	1	339	32	1	32	-	3	5	3	9	73	2	23	1	77	3	-	1	1595
		4	10	-	30	1	55	-	-	7	1	4	58	11	-	46	4	-	6	1	1	4	1	2	16	-	3	-	5	-	-	-	270
		16	5	4	1	246	95	6	1	9	-	5	69	5	-	151	32	1	10	-	4	34	-	1	47	4	13	5	1	8	1	11	785
		510	79	15	59	67	20712	102	23	383	55	375	1355	54	11	437	437	11	245	4	17	303	10	64	857	17	134	30	21	241	13	23	26664
		15	6	6	4	2	114	210	4	19	1	22	96	2	-	41	29	-	16	-	2	16	3	-	49	8	4	2	1	46	3	-	721
		2	1	1	3	3	42	3	134	42	8	11	77	3	1	14	11	-	14	1	14	4	15	3	34	5	8	4	-	12	-	1	471
		59	50	8	9	26	1151	29	12	7279	31	569	1092	47	7	376	455	8	212	2	5	308	16	25	660	50	32	224	10	166	32	3	12953
		10	6	3	2	4	126	8	6	11	84	11	75	2	-	11	15	-	2	1	1	10	2	12	33	13	4	7	-	25	-	-	484
		127	480	17	31	114	1745	42	19	882	40	6210	1582	87	5	170	426	13	374	4	19	433	7	21	649	40	57	261	9	164	16	12	14056
		292	84	32	32	56	820	419	10	497	10	353	16773	57	4	1337	844	11	197	2	17	191	30	197	851	97	51	41	18	213	14	6	23556
		14	8	20	24	7	158	4	-	29	3	38	268	462	-	52	73	1	49	-	4	13	1	8	78	2	9	6	4	9	1	5	1350
		6	4	1	2	4	78	3	-	24	-	8	88	6	187	39	9	-	10	-	2	4	-	2	27	1	3	2	1	1	7	9	528
		17	13	9	7	45	159	3	-	21	1	20	146	9	3	1724	60	-	22	-	2	35	5	7	78	2	71	3	384	11	5	79	2941
		21	6	2	2	5	96	10	-	56	-	20	503	10	-	10	614	2	17	-	4	12	-	6	60	5	8	7	1	24	2	-	1503
		-	1	-	-	-	1	1	1	2	-	-	7	-	2	12	2	2	3	-	-	1	1	-	1	-	-	-	-	4	-	-	41
		52	36	6	35	16	829	6	7	264	9	167	463	19	1	536	412	3	4288	2	-	139	11	29	353	34	12	26	6	98	16	3	7878
		-	-	-	-	-	8	-	-	1	-	-	-	-	-	2	1	-	-	2	-	-	-	-	3	-	-	-	-	-	-	-	17
		5	4	-	3	5	44	4	2	10	-	4	83	-	-	108	19	1	8	1	482	5	10	1	32	3	17	4	-	7	-	1	863
		5	11	1	-	-	77	3	1	15	2	26	12	6	-	19	11	-	9	-	2	20	-	-	8	1	-	2	1	2	-	-	234
		6	-	3	1	-	49	2	10	9	1	8	103	1	-	83	18	-	11	-	10	6	81	2	12	1	3	-	1	8	1	1	431
		4	-	-	2	-	26	2	-	9	-	4	91	-	-	20	6	-	6	-	1	7	-	26	15	-	2	1	-	3	-	-	225
		34	52	3	3	8	325	26	-	63	4	46	221	9	-	128	65	1	20	-	-	14	2	9	1927	3	8	15	3	50	1	1	3041
		14	2	-	3	2	69	29	7	10	1	7	45	2	2	60	9	-	5	-	2	9	1	4	23	92	4	1	2	81	-	-	486
		20	6	3	15	10	497	6	-	50	1	30	201	4	1	951	100	-	23	-	5	36	3	7	128	6	1962	11	9	51	1	5	4142
		12	20	1	7	19	325	4	2	837	7	214	410	13	2	61	111	2	62	-	3	21	4	11	138	3	14	1712	3	18	3	5	4044
		16	21	27	9	12	182	5	1	48	3	48	329	16	-	924	47	3	44	-	3	49	2	14	88	9	83	7	862	3	9	8	2872
		42	4	1	6	3	184	58	8	33	2	19	146	7	1	138	43	1	11	-	5	9	4	21	67	28	10	-	1	227	2	1	1082
		5	-	1	-	1	73	-	2	17	-	4	28	6	5	23	4	-	9	-	1	4	2	2	25	1	4	-	2	1	38	2	260
		9	3	2	2	39	47	1	1	16	-	5	51	2	-	71	17	-	1	-	-	9	-	4	21	3	6	1	-	2	3	83	399
	TOTAL		1714	1923	725	306	716	29711	1022	259	10809	276	8608	24983	858	236	8079	4085	65	5773	20	615	1773	221	493	7160	436	2576	2391	1428	1530	176	265	119232

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	15764
Clothing (including tailor-made goods) and footwear	12994
Information and communication technology (ICT) goods	8122
Electronic goods (non-ICT/recreational)	5587
Furnishings	4315
Hotels and other holiday accommodation	4035
Leisure goods (sports equipment, musical instruments, etc)	3900
Spares and accessories for vehicles and other means of personal transport	3245
Mobile telephone services	3142
Large domestic household appliances (including vacuum cleaners and microwaves)	2652