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Informative message

Dear user,
for security reasons all commission IT services will have to implement multi-factor authentication (MFA).
This means that as of 01 October you would need to use your phone (MFA by SMS) or your smartphone (EU Login App, available from Google Play and App store).
For more details, please follow this link https://ec.europa.eu/sfc/sites/default/files/eu_login_tutorial.pdf (page 3).

Reports and statistics

  • Statistics
  • Reports

  • Number of complaints by country
  • Percentage of national and cross-border complaints
  • Top 10 most complained about sectors

Number of complaints by country

Country of trader
  # AT BE BG CY CZ DE DK EE ES FI FR GR HR HU IE IS IT LI LT LU LV MT NL NO PL PT RO SE SI SK TOTAL
Country of consumer
AT 488 11 3 13 14 1472 20 2 82 16 36 10 4 208 54 1 48 2 5 48 2 17 146 3 20 13 4 30 4 3 2779
BE 34 1246 9 3 20 456 19 10 149 9 485 13 4 164 210 6 52 1 8 83 7 2 984 4 21 30 13 47 9 4 4102
BG 19 12 743 9 7 133 3 - 45 7 30 29 1 484 47 1 51 - 5 9 3 30 111 2 35 2 86 6 - 6 1916
CY 6 10 2 49 2 73 - - 16 2 7 29 - 79 15 - 10 1 2 13 1 4 26 - 8 - 13 3 - - 371
CZ 26 8 7 1 344 136 6 1 19 3 13 8 1 215 49 1 19 1 5 40 3 2 88 5 21 10 4 21 9 19 1085
DE 692 141 27 77 130 26396 165 55 832 165 604 101 14 728 641 23 378 7 43 599 21 129 1571 32 255 72 36 391 21 30 34376
DK 18 8 6 4 8 170 249 5 32 1 27 5 - 61 47 - 21 - 3 22 3 2 75 18 10 8 2 60 3 - 868
EE 2 2 1 3 7 68 4 158 55 12 15 4 1 35 15 - 16 1 20 8 27 4 51 8 15 5 - 18 - 2 557
ES 87 79 12 18 104 1493 42 19 10057 86 831 83 9 553 740 15 330 5 20 728 25 49 1239 83 62 334 15 234 32 4 17388
FI 12 7 4 5 8 166 9 7 21 102 12 4 - 27 25 - 4 1 5 14 5 31 50 20 4 13 - 41 1 - 598
FR 167 645 27 41 447 2308 56 29 1647 110 9902 127 9 334 659 14 548 5 49 689 13 34 1058 64 100 496 17 238 23 14 19870
GR 19 15 34 30 14 221 6 4 70 6 65 718 - 97 109 1 72 - 6 21 9 24 125 4 28 9 13 22 2 7 1751
HR 8 8 1 3 9 109 3 - 38 3 10 8 250 69 15 - 17 - 5 6 - 5 41 3 11 7 2 3 11 11 656
HU 30 18 26 8 66 215 3 - 42 1 28 10 4 2457 97 1 32 - 3 44 7 17 143 5 108 8 404 17 19 155 3968
IE 31 12 3 4 11 144 15 - 108 6 35 24 2 38 826 4 31 - 8 34 6 14 116 7 16 15 8 39 3 - 1560
IS - 1 - - 1 5 1 1 2 - - - 2 24 3 4 7 - - 2 1 - 1 1 - 2 - 4 - - 62
IT 72 55 12 42 47 1116 14 8 1670 35 288 37 8 1149 901 5 6717 5 11 901 15 56 650 45 24 50 32 128 20 5 14118
LI - - - - - 9 - - 1 1 2 - - 4 1 - 1 8 - - - - 4 - - - - - - - 31
LT 7 6 1 4 11 70 7 2 18 1 10 1 1 168 44 2 21 1 654 10 33 1 57 8 31 8 - 15 - 1 1193
LU 7 15 1 1 3 97 4 11 20 4 39 8 - 32 19 - 14 - 2 38 1 - 16 1 1 7 2 12 - - 355
LV 6 - 3 2 4 66 2 11 12 1 10 2 1 112 25 - 21 - 13 8 105 4 17 1 5 1 2 14 1 1 450
MT 5 1 1 2 1 37 2 - 18 - 7 - - 29 17 - 11 - 1 13 - 41 21 1 5 2 - 3 - - 218
NL 41 81 4 4 16 407 37 1 113 4 80 13 1 213 116 1 43 - 6 122 4 14 2688 7 17 25 6 71 2 2 4139
NO 18 2 - 4 2 79 45 7 18 1 9 4 2 107 15 - 7 - 4 11 1 7 44 128 10 3 2 105 1 - 636
PL 28 15 11 25 29 740 20 12 92 3 64 20 3 1848 175 1 49 - 7 885 13 17 290 8 2939 27 11 95 5 13 7445
PT 22 32 5 9 47 441 8 3 1541 18 314 25 2 117 173 2 99 - 8 59 8 14 264 6 21 2196 8 30 8 7 5487
RO 31 29 50 11 34 263 8 2 97 10 76 37 - 1334 92 4 102 1 8 71 5 19 185 14 132 11 1143 14 16 16 3815
SE 50 6 1 6 9 233 76 8 56 3 34 13 1 178 57 1 17 - 5 18 7 28 104 40 17 9 2 307 2 2 1290
SI 8 - 2 2 3 99 - 2 25 - 8 6 7 40 5 - 14 - 1 6 2 2 32 1 9 - 3 1 50 3 331
SK 10 6 4 3 51 61 2 3 25 - 8 2 - 102 25 - 4 - - 12 - 7 38 4 10 2 1 5 4 100 489
TOTAL  1944 2471 1000 383 1449 37283 826 361 16921 610 13049 1341 327 11006 5217 87 8756 39 907 4514 327 574 10235 523 3935 3365 1829 1974 246 405 131904

Top 10 most complained about sectors

Name of sector Number
Airlines 27803
Clothing (including tailor-made goods) and footwear 16586
Information and communication technology (ICT) goods 11281
Electronic goods (non-ICT/recreational) 8061
Hotels and other holiday accommodation 6783
Furnishings 6068
Leisure goods (sports equipment, musical instruments, etc) 5450
Spares and accessories for vehicles and other means of personal transport 4951
Large domestic household appliances (including vacuum cleaners and microwaves) 3872
Mobile telephone services 3478
Airlines - 16.4%
Clothing (including tailor-made goods) and footwear - 9.78%
Information and communication technology (ICT) goods - 6.65%
Electronic goods (non-ICT/recreational) - 4.75%
Hotels and other holiday accommodation - 4%
Furnishings - 3.58%
Leisure goods (sports equipment, musical instruments, etc) - 3.21%
Spares and accessories for vehicles and other means of personal transport - 2.92%
Large domestic household appliances (including vacuum cleaners and microwaves) - 2.28%
Mobile telephone services - 2.05%

Percentage of national and cross-border complaints

47.05%
52.95%
Cross border
47.05% (80537) 
National
52.95% (90625) 


4th Report on the Functioning of the Online Dispute Resolution platform
English (639.8 kB - PDF)
Download (639.8 KB - PDF)
3rd Report on the Functioning of the Online Dispute Resolution platform
English (667 kB - PDF)
Download (667 kB - PDF)
Implementation Report on the European Framework for Alternative Dispute Resolution (ADR) and Online Dispute Resolution (ODR)
English (962 kB - PDF)
Download (962 kB - PDF)
2nd Report on the Functioning of the Online Dispute Resolution Platform
English (903 kB - PDF)
Download (903 kB - PDF)
1st Report on the functioning of the online dispute resolution platform
English (645.6 KB kB - PDF)
Download (645.6 kB - PDF)
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Legislation

This site was created in response to specific EU legislation.

  • Regulation on online dispute resolution for consumers
  • Directive on alternative dispute resolution for consumers