Skip to main content
  • Home
  • About this site
  • Get help
  • Sign in
  • Register
Logo of the European Commission Online Dispute Resolution

About this site

If you've had a problem with something you've bought online, you can use this site to try to reach an out-of-court settlement. You can only use it if you live in the EU or in Norway, Iceland or Liechtenstein and the trader is based in the EU or in Norway, Iceland orLiechtenstein. In some countries, you can also use this site if you are a trader and you want to complain about a consumer over a good or service you sold online.

  • I am a consumer

    I want to submit a complaint against a trader

  • I am a trader

    I want to submit a complaint against a consumer

  • Back Do you want to submit a complaint against a trader?
    To submit a complaint on this site, you must be a resident of a country that's part of the EU. For more information, go to help page
    You can submit a complaint only for goods or services you bought online. More information
  • Back Please answer the following questions:
    Is your business based in an EU country?
    To submit a complaint, your company must be based in an EU country. For more information go to help page
    Is your complaint about a good or service you sold to a consumer online?
    You can only submit a complaint about goods or services you sold online. For more information go to the help page.
    Is the consumer a resident of one of the following countries: Belgium, Germany, Luxembourg, Poland
    You can submit a complaint against a consumer only in the following countries
    Belgium, Germany, Luxembourg, Poland
  • Disclaimer
  • How does it work?
  • Dispute resolution bodies
  • Need help?
  • Data protection

Disclaimer

Dispute resolution bodies are currently not available on this site for some sectors and in the following countries: Romania, Spain. As a consumer you might not be able to use this site to solve your dispute with traders in these countries.

How does it work?

Is your complaint about a good or service you bought online? If it is, you can complain using this site. You will need to choose a dispute resolution body to deal with the complaint. This is something you and the other party involved have to agree on.

Each dispute resolution body has its own rules and procedures. They're usually simpler, quicker and cheaper than going to court. Dispute resolution bodies in the EU and in Norway, Iceland and Liechtenstein.

You can do everything online in 4 main steps:

  1. Submitting a complaint.
  2. Agreeing on a dispute resolution body.
  3. Complaint handling by the dispute resolution body.
  4. Outcome and closure of complaint.

The different stages in the procedure

Data protection

If you have a problem with something you bought online, you can use this site to reach an out-of-court settlement. To use the site you need provide some personal data, such as your contact details.

The privacy statements below explain why and how the data is collected and processed as well as how you can exercise your rights in relation to your data.

  • Privacy statement if I'm a consumer
  • Privacy statement if I'm a trader

Dispute resolution bodies

The dispute resolution bodies listed on this site all offer out-of-court settlement procedures. They've all been checked to make sure that they meet our standards and are registered with the national authorities.

You have to agree with the other party on which dispute resolution body you're going to use.

Each dispute resolution body has its own rules and procedures. They're usually simpler, quicker and cheaper than going to court.

Dispute resolution bodies  

Need help?

If you need help at any stage of the procedure you can:

  • look at the detailed procedure
  • read the FAQs
  • check the help section (user manual, video tutorials, etc.)
  • contact a member of the national contact point

  • Other means of redress
  • Legislation
  • Reports and statistics
  • National contact points

Do you need help?

The national contact point in your country can guide you through the process.

Help

Other means of redress

If the procedure that this site offers cannot help you, you can try other ways to solve your dispute:

  • European Consumer Centres
  • Small claims procedure
  • Court procedure
  • European payment order
  • Consumer organisations

For more information on justice and rights:

  • https://e-justice.europa.eu
  • http://europa.eu/youreurope/

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
Logo of the European Commission
Online Dispute Resolution
This website has been developed by the European Commission.

Sitemap

  • Home
  • About
  • Dispute resolution bodies
  • Get help
  • Legal notice
  • Cookies
  • Contact
  • Search

Support

  • Contact an advisor

  Please wait

Customer feedback survey

Did you find this site useful? Please tell us about your experience in this quick 30-second survey.

This site is not supported by your browser

This site requires features that are available only in the following browsers :

- Internet explorer 9 or later
- Firefox Mozilla 31.1 (ESR) or later
- Chrome 35.0 or later
- Safari