Online Dispute Resolution

Number of complaints by country

Country of trader
	#																																TOTAL
Country of consumer
		318	8	1	3	7	1066	14	1	29	5	23	119	3	1	67	23	-	26	-	1	17	1	6	67	2	11	1	-	15	2	1	1838
		25	940	6	2	7	344	17	5	95	-	300	227	6	2	92	137	2	37	-	2	48	6	-	663	4	19	14	5	31	6	2	3044
		13	8	500	6	3	91	3	-	27	4	21	223	9	1	327	30	1	31	-	3	5	2	8	58	2	22	1	77	2	-	1	1479
		4	9	-	29	1	52	-	-	6	1	4	54	9	-	40	4	-	6	1	1	4	1	2	13	-	1	-	4	-	-	-	246
		16	5	4	1	218	84	7	1	7	-	3	60	5	-	139	29	1	7	-	3	32	-	1	36	3	12	5	1	5	1	10	696
		457	73	15	49	62	19324	95	22	340	54	352	1242	50	9	416	397	7	216	3	14	268	7	56	693	15	121	27	18	198	10	22	24632
		13	6	6	4	2	107	195	4	18	1	21	87	2	-	40	25	-	15	-	2	15	3	-	39	4	4	2	1	38	3	-	657
		1	1	1	3	3	40	3	131	39	6	11	76	3	1	14	11	-	14	1	14	2	14	3	33	4	8	4	-	11	-	1	453
		50	48	6	8	24	1052	26	11	6645	25	503	1014	41	7	346	415	1	192	2	5	245	16	21	523	36	26	203	9	140	27	3	11670
		8	5	3	2	3	118	8	6	11	77	9	72	2	-	10	12	-	1	1	1	9	2	11	28	10	3	7	-	22	-	-	441
		118	423	15	27	89	1533	41	17	769	37	5462	1408	74	3	157	378	6	340	4	17	364	6	17	530	38	49	237	8	122	12	10	12311
		269	76	29	30	46	722	410	10	466	8	318	15863	52	4	1238	726	9	183	2	15	171	30	185	636	86	47	38	11	164	13	4	21861
		12	7	18	23	6	144	4	-	25	2	37	252	421	-	46	69	1	44	-	3	13	1	8	68	1	9	6	4	6	1	2	1233
		5	4	1	1	3	71	3	-	24	-	7	79	6	174	36	9	-	9	-	2	4	-	-	18	1	3	2	1	1	6	9	479
		17	12	6	7	35	148	3	-	17	1	16	127	7	3	1488	54	-	20	-	2	33	4	7	62	2	65	3	472	10	5	61	2687
		21	6	2	2	5	84	10	-	53	-	19	474	10	-	9	584	1	15	-	4	9	-	6	46	5	8	7	1	19	2	-	1402
		-	1	-	-	-	1	1	-	2	-	-	4	-	2	10	1	2	3	-	-	1	1	-	1	-	-	-	-	-	-	-	30
		48	33	3	28	14	756	5	7	236	7	147	409	19	1	485	383	3	3975	2	-	118	10	28	271	32	12	22	5	77	12	3	7151
		-	-	-	-	-	8	-	-	1	-	-	-	-	-	2	1	-	-	2	-	-	-	-	2	-	-	-	-	-	-	-	16
		5	2	-	3	4	39	3	1	10	-	2	77	-	-	105	14	-	7	1	470	5	7	1	29	3	17	4	-	6	-	1	816
		5	11	1	-	-	67	2	1	15	1	25	12	5	-	18	11	-	9	-	2	18	-	-	7	1	-	1	1	2	-	-	215
		6	-	3	1	-	44	2	10	9	1	7	99	1	-	83	15	-	10	-	9	5	74	2	7	-	3	-	1	5	1	1	399
		4	-	-	1	-	22	2	-	9	-	4	83	-	-	19	5	-	5	-	-	7	-	21	11	-	2	-	1	2	-	-	198
		30	45	3	3	8	305	25	-	58	4	40	195	9	-	119	54	-	19	-	-	13	2	9	1740	2	8	14	1	40	1	1	2748
		9	2	-	3	2	57	27	5	10	-	5	42	1	2	52	7	-	4	-	2	8	-	1	16	74	4	1	2	61	-	-	397
		19	6	3	15	10	453	5	-	41	-	25	185	4	1	852	86	-	18	-	2	34	3	6	102	6	1832	11	7	41	1	5	3773
		12	16	1	6	17	303	4	2	764	4	194	375	12	2	56	101	2	55	-	2	16	3	8	111	2	12	1615	3	16	3	5	3722
		16	21	21	8	10	165	4	1	46	3	44	311	14	-	849	44	3	39	-	3	46	1	12	72	9	71	6	787	2	7	8	2623
		41	2	1	6	3	164	57	8	26	2	17	134	7	1	131	42	-	10	-	5	8	4	19	56	21	9	-	1	192	1	1	969
		4	-	1	-	1	68	-	2	17	-	4	26	6	5	22	4	-	8	-	-	4	1	2	22	1	4	-	2	1	33	2	240
		8	3	2	2	31	43	1	1	15	-	3	49	1	-	64	16	-	-	-	-	9	-	4	13	2	6	1	-	2	2	73	351
	TOTAL		1554	1773	652	273	614	27475	977	246	9830	243	7623	23378	779	219	7332	3687	39	5318	19	584	1531	199	444	5973	366	2388	2232	1423	1231	149	226	108777

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	14261
Clothing (including tailor-made goods) and footwear	11994
Information and communication technology (ICT) goods	7539
Electronic goods (non-ICT/recreational)	5193
Furnishings	3922
Leisure goods (sports equipment, musical instruments, etc)	3569
Hotels and other holiday accommodation	3352
Spares and accessories for vehicles and other means of personal transport	3017
Mobile telephone services	3010
Large domestic household appliances (including vacuum cleaners and microwaves)	2467