Online Dispute Resolution

Number of complaints by country

Country of trader
	#																																TOTAL
Country of consumer
		329	8	1	4	7	1091	16	2	33	6	23	120	3	1	77	24	-	27	-	4	17	1	6	72	2	11	1	-	16	2	2	1906
		26	960	6	2	7	352	17	6	97	-	315	234	6	2	95	142	4	38	-	2	50	6	-	690	4	19	14	5	31	6	3	3139
		13	8	514	6	3	94	3	-	27	4	21	230	9	1	333	32	1	31	-	3	5	2	8	62	2	22	1	77	2	-	1	1515
		4	10	-	30	1	54	-	-	7	1	4	54	10	-	42	4	-	6	1	1	4	1	2	14	-	1	-	4	-	-	-	255
		16	5	4	1	227	85	6	1	7	-	4	66	5	-	145	30	1	9	-	3	32	-	1	39	3	12	5	1	5	1	11	725
		476	74	15	55	64	19801	97	22	356	55	359	1278	51	9	419	416	11	223	4	15	281	9	58	745	17	126	28	19	214	12	22	25331
		13	6	6	4	2	108	201	4	19	1	22	88	2	-	40	26	-	16	-	2	15	3	-	41	5	4	2	1	40	3	-	674
		1	1	1	3	3	40	3	133	39	6	11	76	3	1	14	11	-	14	1	14	2	14	3	34	4	8	4	-	11	-	1	456
		55	48	7	9	24	1094	29	11	6853	25	523	1032	42	7	357	429	6	201	2	5	265	16	23	571	43	27	206	9	152	29	3	12103
		8	6	3	2	4	119	8	6	11	80	9	72	2	-	10	13	-	1	1	1	9	2	11	29	11	3	7	-	23	-	-	451
		120	443	15	30	103	1620	40	18	821	38	5749	1478	79	3	163	395	12	352	4	19	392	7	18	569	39	51	242	8	143	14	11	12996
		274	79	31	31	51	755	414	10	476	9	327	16183	53	4	1262	763	10	189	2	15	179	30	190	691	91	48	40	12	191	14	4	22428
		13	7	18	23	7	151	4	-	27	2	37	254	431	-	47	70	1	47	-	3	13	1	8	71	1	9	6	4	6	1	4	1266
		5	4	1	1	3	72	3	-	24	-	8	82	6	181	39	9	-	10	-	2	4	-	1	21	1	3	2	1	1	7	9	500
		17	12	6	7	36	154	3	-	18	1	19	136	9	3	1527	57	-	20	-	2	34	4	7	65	2	68	3	480	11	5	68	2774
		21	6	2	2	5	88	10	-	54	-	20	485	10	-	10	593	2	17	-	4	11	-	6	49	5	8	7	1	21	2	-	1439
		-	1	-	-	-	1	1	-	2	-	-	5	-	2	11	1	2	3	-	-	1	1	-	1	-	-	-	-	-	-	-	32
		49	34	4	33	16	786	5	7	251	8	150	420	19	1	510	388	3	4103	2	-	128	10	28	298	32	12	22	5	84	14	3	7425
		-	-	-	-	-	8	-	-	1	-	-	-	-	-	2	1	-	-	2	-	-	-	-	3	-	-	-	-	-	-	-	17
		5	2	-	3	4	40	3	1	10	-	3	77	-	-	107	16	1	8	1	473	5	8	1	30	3	17	4	-	7	-	1	830
		5	11	1	-	-	69	2	1	15	1	25	12	5	-	18	11	-	9	-	2	20	-	-	7	1	-	1	1	2	-	-	219
		6	-	3	1	-	48	2	10	9	1	7	100	1	-	83	17	-	11	-	9	5	76	2	9	-	3	-	1	5	1	1	411
		4	-	-	1	-	24	2	-	9	-	4	85	-	-	19	5	-	6	-	1	7	-	22	13	-	2	-	1	2	-	-	207
		31	47	3	3	8	310	25	-	59	4	42	201	9	-	124	59	1	19	-	-	13	2	9	1798	2	8	15	1	44	1	1	2839
		9	2	-	3	2	58	28	5	10	1	7	42	1	2	53	7	-	4	-	2	9	-	1	20	75	4	1	2	62	-	-	410
		19	6	3	15	10	473	5	-	46	1	26	194	4	1	890	93	-	20	-	3	35	3	6	112	6	1880	11	7	45	1	5	3920
		12	18	1	6	17	309	4	2	789	5	198	384	12	2	58	105	2	57	-	2	16	3	10	121	2	12	1651	3	16	3	5	3825
		16	21	24	9	11	168	4	1	46	3	46	322	14	-	876	46	3	43	-	3	48	2	12	77	9	75	7	820	3	7	8	2724
		41	2	1	6	3	171	57	8	27	2	18	138	7	1	133	42	1	10	-	5	9	4	20	64	22	9	-	1	200	1	1	1004
		4	-	1	-	1	69	-	2	17	-	4	26	6	5	22	4	-	8	-	-	4	2	2	22	1	4	-	2	1	37	2	246
		9	3	2	2	33	46	1	1	15	-	4	49	1	-	67	17	-	-	-	-	9	-	4	16	2	6	1	-	2	2	78	370
	TOTAL		1601	1824	673	292	652	28258	993	251	10175	254	7985	23923	800	226	7553	3826	61	5502	20	595	1622	207	459	6354	385	2452	2281	1466	1340	163	244	112437

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	14781
Clothing (including tailor-made goods) and footwear	12327
Information and communication technology (ICT) goods	7745
Electronic goods (non-ICT/recreational)	5341
Furnishings	4059
Leisure goods (sports equipment, musical instruments, etc)	3683
Hotels and other holiday accommodation	3547
Spares and accessories for vehicles and other means of personal transport	3090
Mobile telephone services	3056
Large domestic household appliances (including vacuum cleaners and microwaves)	2521