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:
- Submitting a complaint.
- Agreeing on a dispute resolution body.
- Complaint handling by the dispute resolution body.
- 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.
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