Online Dispute Resolution

FAQs

Have a question about ODR? Find the answer in our frequently asked questions.

General questions

• What is alternative dispute resolution?  

  It's a way of resolving disputes without going to court. A neutral third party – a dispute resolution body – helps you find an out-of-court settlement. There are different types of these bodies, e.g. mediators, arbitrators, ombudsmen, conciliators, consumer complaint boards. They each act in a different way, but generally help you and the trader find a solution you're both happy with. It is easier, faster and cheaper than going to court.

• What is this site for?

  This site is for online consumers and traders in the EU or in Norway, Iceland or Liechtenstein. It helps you settle disputes about online purchases – without going to court. If you are a consumer, it can help you resolve a complaint about goods or services purchased online in the EU or in Norway, Iceland or Liechtenstein – without going to court. In some countries, it can also help EU traders who have a complaint about a customer. The site is free to use & is managed by the European Commission.

• How does it work?

  It's simple: 1. You enter some details about your complaint. It must be about goods or services bought online in the EU or in Norway, Iceland or Liechtenstein. 2. If the person or business you're complaining about agrees, the site puts you both in touch with a neutral third party – a dispute resolution body. 3. The dispute resolution body helps you negotiate an out-of-court settlement. It's quicker and easier than going to court & often leads to a better outcome.

• I am a consumer. Do I have to register to submit a complaint?

  No. You can submit a complaint without registering. But we will ask you to register later – if the trader agrees to proceed.
  
  This is so we can check your identity. Registering will also help you track your complaint. We will store your details securely.
  
  To register, fill in the registration form. We'll send you an e-mail, asking you to confirm your registration.

• Lost your password?

  To retrieve your password click on the 'Lost your password?' link.

• Who do I contact if I have questions?

  The national contact point (in your own or any other EU country or in Norway, Iceland or Liechtenstein).
  
  The national contact point can:
  

  • Explain how the website works.
  • Tell you what dispute resolution bodies do.
  • Help you communicate with the trader/dispute resolution body.
  • Help you submit your complaint.
  • Give you basic information on your rights.
  • Suggest other ways of resolving the dispute, if this process doesn't work for you.

  
  
  You can contact an advisor at any point in the procedure. Send a message through the site or contact them by e-mail or phone.

• How do I submit a complaint?

  Fill in the online complaint form. We'll ask you for: the trader's contact details, information about your complaint and your contact details.
  
  You'll also find step-by-step instructions in the user manual.
  

• I am a trader. Can I use this site to complain?

  Yes, some EU countries let you do this. These countries are Belgium, Germany, Luxembourg, Poland.

• Can someone else submit the complaint on my behalf?

  Yes, a representative can do this. Your representative could be: a lawyer, legal advisor or any other person (e.g. family member, friend).
  

• Which disputes can't I use this site for?

  Don't use this site if:
  
  you're a consumer living outside the EU; you're a consumer complaining about a trader established outside the EU; you're a consumer complaining about another consumer; you're a trader complaining about another trader; your complaint is about goods or services bought offline (e.g. physically in a shop); your complaint is about higher education or healthcare services

• Where can I find the trader's e-mail address?

  You can try:
  
  

  • their website
  • the terms and conditions of your purchase
  • the invoice

  
  
  If you still can't find it, an advisor may be able to help.

• Can I trust the resolution bodies on this site?

  Yes, under EU law they must be: transparent, independent, impartial, fair, effective.
  
  We only list them on this site once they've been approved by their own EU country.
  

• Who decides which dispute resolution body will handle my complaint?

  When you submit a complaint, the site automatically sends it to the person you're complaining about. They have 10 days to reply to you. If you do not receive a reply within 10 days, you can contact an advisor.
  
  If the person you are complaining about agrees to take part in the process, they will suggest one or more dispute resolution bodies that can handle your complaint. Sometimes, there is an obligation to use one particular dispute resolution body. If so, the site  will explain this to you.
  
  The site will send you the list of suggested dispute resolution bodies. You can accept or reject the suggestions.  
  
  After submitting your complaint, you have 30 days to reach agreement on which body will handle your complaint. If you don't agree within 30 days, we will close your complaint. If this happens, you can contact an advisor.
  

• Do I need to pay to submit a complaint?

  No, this site is free to use. However, a dispute resolution body may ask you to pay a fee if it agrees to handle your case.
  
  How much will I have to pay? Each dispute resolution body charges different fees. You can also find out the fee: by clicking on "read more" next to the name of the dispute resolution body/bodies suggested by the trader. when the dispute resolution body agrees to handle your complaint – they'll tell you what the rules are, including how much you have to pay.

• How long will the process take?

  The resolution body has up to 90 calendar days to decide the outcome.
  
  It may need longer if your case is very complex. The resolution body will always tell you how much extra time it needs

• What happens if I do not receive a reply after the submission of the complaint?

  Check whether the information you gave in the complaint form – especially the e-mail address – is correct.
  
  The other party has 10 days to reply. If you don't receive a reply within 10 days, you can contact an advisor.
  
  You have 30 calendar days after you submit your complaint to agree on a resolution body. After that your complaint will not be processed further. You can also contact the advisor at the end of the 30 days to enquire about other means of redress.
  

• Can I pull out of the process if I change my mind?

  It depends on the type of dispute resolution body and their rules. Usually, you can pull out at any time. But some resolution bodies don't allow this.
  
  The dispute resolution body will always tell you its rules and procedures when it accepts your complaint.
  

• Which language can I use on this site?

  The site is available in 23 EU languages plus Norwegian and Icelandic.
  
  This site also has an automatic translation tool to help you communicate with the trader and/or the resolution body if you do not speak the same language. At the end of the procedure, you can ask for the final outcome to be translated by a professional translator.

• What if my complaint is not resolved?

  You can:
  
  

  • try other means of redress
  • contact an advisor

• What happens to the personal data I entered in the complaint form?

  It will be automatically deleted from the site 6 months after your case has been closed.
  
  Before that time, your data will be protected under the relevant EU data protection laws.

• Do I have to use the resolution body the trader suggests?

  No, you can reject this body. The trader will be notified and can then suggest a different body.
  
  After you make your complaint, you have 30 days to agree on the body that will handle your complaint. After this time, we will close your complaint. If this happens, you can contact an advisor.
  
  If you reject the suggested resolution body, the trader can also decide not to proceed further. In that case, your complaint will not be processed further. If this happens, you can contact an advisor.
  

• What happens if I click on the button "save and continue later"?

  You can decide to not yet send your selected dispute resolution body/bodies to the other party. You can click on the button 'save and continue later'.
  
  This action will save the information you entered in the complaint. You can come back to the complaint and send your selected dispute resolution body at a later stage.

• Do I have to use the dispute resolution body suggested by the site?

  No, you can use the search function to find other dispute resolution bodies.

• What happens if I request a new dispute resolution body?

  The party you are complaining about will receive a notification and can then suggest a different resolution body.
  
  If you reject the suggested dispute resolution body, the other party can also decide not to proceed further. In that case, your complaint will be closed in the site. If this happens, you can contact an advisor.

Submitting a complaint

• Who can use this site?

  You can only use this site if: you're a consumer living in the EU or in Norway, Iceland or Liechtenstein you're complaining about goods or services you bought online from a trader established in the EU or in Norway, Iceland or Liechtenstein.
  
  Don't use this site if:
  

  • you're a consumer living outside the EU
  • you're a consumer complaining about a trader established outside the EU
  • you're a consumer complaining about another consumer
  • you're a trader complaining about another trader
  • your complaint is about goods or services bought offline (e.g. physically in a shop)
  • your complaint is about higher education or healthcare services.

• I am a consumer. Do I have to register to submit a complaint?

  No. You can submit a complaint without registering. But we will ask you to register later – if the trader agrees to proceed.
  
  This is so we can check your identity. Registering will also help you track your complaint. We will store your details securely.
  
  To register, fill in the registration form. We'll send you an e-mail, asking you to confirm your registration.

• How do I submit a complaint?

  Fill in the online complaint form. We'll ask you for: the trader's contact details, information about your complaint and your contact details.
  
  You'll also find step-by-step instructions in the user manual.
  

• Can I save a draft of my complaint?

  Yes. You can save your draft complaint and submit it any time in the following 6 months We will delete your draft after 6 months. 
  

• Can I attach documents to my complaint?

  Yes, you can upload any relevant document. Maximum file size is 10MB. You can upload any of these file types: pdf, jpg, jpeg, doc, docx, xls, xlsx, ppt, pptx.

• Which language can I use to submit a complaint?

  The complaint form is available in 23 EU languages plus Norwegian and Icelandic.

• Do I need to pay to submit a complaint?

  No, this site is free to use. However, a dispute resolution body may ask you to pay a fee if it agrees to handle your case.
  
  How much will I have to pay? Each dispute resolution body charges different fees. You can also find out the fee: by clicking on "read more" next to the name of the dispute resolution body/bodies suggested by the trader when the dispute resolution body agrees to handle your complaint – they'll tell you what the rules are, including how much you have to pay.

• Can someone else submit the complaint on my behalf?

  Yes, a representative can do this. Your representative could be: a lawyer, legal advisor or any other person (e.g. family member, friend).
  

• Should I contact the trader before I submit a complaint on this site?

  You don't have to, but we would always encourage you to get in touch with the trader. You might be able to solve the issue together. However, some resolution bodies won't accept your complaint unless you have already contacted the trader. You can read the rules for each body here.
  

• Who do you send my complaint to?

  When you submit your complaint, the site automatically sends it to the trader you're complaining about. It will use the e-mail address you gave for the trader on the complaint form. Please make sure you give us the correct e-mail address.
  

• Where can I find the trader's e-mail address?

  You can try:
  
  

  • their website
  • the terms and conditions of the purchase
  • the invoice

  
  
  If you still can't find it, an advisor may be able to help.

• Who do I contact if I have questions?

  If you need help, contact an advisor.
  
  There is a national contact point in every EU country or in Norway, Iceland or Liechtenstein. They can help you with issues related to your complaint. You can approach the contact point in your own country or in any other EU country. 
  

• How do I track a complaint?

  We'll e-mail you every time your case is updated. You'll also see a progress bar when you view your complaint – so you can check how things are going.

• Can I pull out of the process if I change my mind?

  It depends on the type of dispute resolution body and their rules. Usually, you can pull out at any time. But some resolution bodies don't allow this.
  
  The dispute resolution body will always tell you its rules and procedures when it accepts your complaint.
  

Agreeing on a dispute resolution body

• Will the European Commission handle the complaint?

  No. It will be a dispute resolution body listed on this site. The Commission runs this site, but doesn't handle the individual complaints.

• Can I trust the dispute resolution bodies on this site?

  Yes, under EU law they must be: transparent, independent, impartial, fair, effective.
  
  We only list them on this site once they've been approved by their own EU country or in Norway, Iceland or Liechtenstein.
  

• Who decides which dispute resolution body will handle my complaint?

  When you submit your complaint, the site automatically sends it to the trader you're complaining about. The trader has 10 days to reply to you. If you do not receive a reply within 10 days, you can contact an advisor.
  
  If the trader agrees to take part in the process, it will suggest one or more dispute resolution bodies that can handle your complaint. Sometimes, the trader must use one particular dispute resolution body. If so, it will explain this to you.
  
  The site will send you the list of suggested dispute resolution bodies. You can accept or reject the suggestions.  
  
  After submitting your complaint, you and the trader have 30 days to agree on which dispute resolution body will handle your complaint. If you don't agree within 30 days, we will close your complaint. If this happens, you can contact an advisor.
  

• What happens when the dispute resolution body is agreed on?

  The site automatically sends the complaint to the agreed body.
  

• I want to find out more about the dispute resolution body suggested.

  Information on all the resolution bodies linked to this site. This information will include:

  • any fees they may charge
  • their rules and procedures
  • possible outcomes.

  Other ways to find this information: Click "More information" next to the name of the resolution body/bodies suggested to you. The body will tell you its rules and procedures when it takes on your complaint.
  

• The resolution body does not speak my language. What can I do?

  The site is available in 23 EU languages plus Norwegian and Icelandic.
  
  You can also use the site's translation tool to translate information the trader/resolution body sends you. And you can write to them in your own language, because they can also use the tool to translate what you send them.
  

Complaint handling by a dispute resolution body

• What happens after the complaint is sent to the resolution body?

  They have 3 weeks to tell you if they will handle your complaint. During that time, they may ask you for more information or documents. If you need to do anything, you'll receive an e-mail.
  

• Will the resolution body use this site to handle the complaint?

  Yes, usually. But some resolution bodies prefer to use their own system. If so, they will contact you in another way. The final outcome will always be available on this site, however.

• Can the resolution body refuse to handle the complaint?

  Yes. The complaint might be refused for one of these reasons:
  
  

  • the consumer did not contact the other trader first to sort out the matter bilaterally
  • the complaint is deemed frivolous or vexatious;
  • the complaint is being/has been handled by another resolution body or a court;
  • the value of the claim is below a specified amount;
  • the value of the claim is above a specified amount;
  • the complainant didn't complain to the resolution body within the specified time limit;
  • handling this type of complaint would make the dispute resolution body less effective.

  
  

• How long will the process take?

  The dispute resolution body has up to 90 calendar days to decide the outcome.
  
  It may need longer if your case is very complex. It will always tell you how much extra time it needs.

• Is there anything I need to do while the dispute resolution body handles the complaint?

  The dispute resolution body might ask you for extra information or documents. You could be invited to a meeting (e.g. a conference call). You'll always get an e-mail if there is something you need to do.
  

• How do I track the complaint?

  We'll e-mail you every time the case is updated. You'll also see a progress bar when you view the complaint – so you can check how things are going.
  

• Can I contact the dispute resolution body while it's dealing with the complaint?

  Yes. You can use the special discussion forum that appears on your screen when you view the complaint.

• Can I pull out of the process if I change my mind?

  It depends on the type of dispute resolution body and their rules. Usually, you can pull out at any time. But some resolution bodies don't allow this.
  
  The dispute resolution body will always tell you its rules and procedures when it accepts your complaint.
  

• When will I receive the outcome?

  The dispute resolution body has up to 90 calendar days to decide the outcome.
  
  It may need longer if your case is very complex. The dispute resolution body will always tell you how much extra time it needs.

• What are the possible outcomes?

  It depends on the procedure that the dispute resolution body follows. It might:
  
  try to bring the consumer and trader together to find a solution, make a recommendation or make a decision that's binding on one or both of them.
  
  Ways to find out which outcomes are possible for the complaint: Check the list of possible outcomes by dispute resolution body. Click on "More information" next to the name of the dispute resolution body. The dispute resolution body will also tell you its rules and procedures when it accepts to deal with the complaint.
  

Outcome and closure

• Is the outcome binding?

  No, not always – it depends on the type of resolution body.
  
  Ways to find out which outcomes are possible for the complaint: Check the list of possible outcomes by dispute resolution body. Click on "More information" next to the name of the dispute resolution body. The dispute resolution body will also tell you its rules and procedures when it accepts to deal with the complaint.
  

• Is the outcome binding for the trader?

  Not always – it depends on the type of dispute resolution body.
  
  How to find out: Check the list of possible outcomes – by resolution body Click 'More information' next to the name of the body/bodies suggested to you. When the resolution body takes on your complaint, it will tell you its rules and procedures – including whether the outcome is binding.
  

• What if I disagree with the outcome?

  It depends on the type of dispute resolution body and their rules & procedures. You might be able to appeal the outcome or take your case to court. Sometimes there may be nothing more you can do.
  
  The dispute resolution body will tell you its rules & procedures when it takes on your complaint.
  

• What if the complaint is not resolved?

  You can:
  
  

  • try other means of redress
  • contact an advisor

• The outcome is not in my language. Can I have it translated?

  You can use the automatic translation tool on the site. You can also ask for the outcome to be translated by a professional translator. You will only be able to ask for the outcome to be translated once and into one language.
  

• The complaint is closed. What does this mean?

  The complaint won't be processed further and has been archived on the site. Sometimes this happens automatically (e.g. if the consumer and the trader do not agree on a dispute resolution body in 30 days). The resolution body can also close the complaint when it has dealt with it. You'll receive an e-mail to tell you this.
  
  You can still access the complaint up to 6 months after it has been closed. After that, it will be deleted for data protection reasons. If you want to keep a copy of the outcome for your records, please download it from the site.
  

• My case is closed, but I still have questions. Who can I contact?

  If you need help, contact an advisor. There is a national contact point in every EU country or in Norway, Iceland or Liechtenstein. They can help you with issues related to the complaint. You can approach the contact point in your own country or in any other EU country. 

User guide

You can view our detailed user guide for a step-by-step tutorial for using the ODR platform.

Contact advisor

If you can't find the answer to your question, contact your national contact point for one to one help and support from an ODR advisor. There is a national contact point in every EU country.

Select your country to find your national ODR contact point:   Select country Austria Belgium Bulgaria Croatia Cyprus Czech Republic Denmark Estonia Finland France Germany Greece Hungary Iceland Ireland Italy Latvia Liechtenstein Lithuania Luxembourg Malta Netherlands Norway Poland Portugal Romania Slovakia Slovenia Spain Sweden

• 

  National contact point - Austria

  Mariahilfer Straße 81
  1060 Wien
  Austria
  
  Email address : odr@europakonsument.at
• 

  National contact point - Belgium

  Hollandstraat 13 Rue de Hollande
  1060 Brussel
  Belgium
  
  Phone : 0032 2 892 37 12
  Fax : 0032 2 542 32 43
  Email address : odr@eccbelgium.be
• 

  National contact point - Bulgaria

  str. Bacho Kiro No 14
  1000 Sofia
  Bulgaria
  
  Phone : 0035929867672
  Fax :
  Email address : info@ecc.bg
• 

  National contact point - Croatia

  Ulica grada Vukovara 78
  10000 Zagreb
  Croatia
  
  Phone : 00385 1 6109 439
  Fax :
  Email address : ecc-croatia@mingor.hr
• 

  National contact point - Cyprus

  Agapinoros 2, Iris Court
  1421 Nicosia
  Cyprus
  
  Phone : 00357 22867177
  Fax : 00357 22375120
  Email address : oxinari@mcit.gov.cy
• 

  National contact point - Czech Republic

  Štěpánská 15,
  120 00 Praha 2
  Czech Republic
  
  Phone : 420.296.366.155
  Fax :
  Email address : esc@coi.cz
• 

  National contact point - Denmark

  Carl Jacobsens Vej 35
  2500 Valby
  Denmark
  
  Phone : 0045 4171 5334
  Fax :
  Email address : odr@forbrugereuropa.dk
• 

  National contact point - Estonia

  Rahukohtu 2
  10130 Tallinn
  Estonia
  
  Phone : +3726201736
  Fax : 3726201701
  Email address : odr@consumer.ee
• 

  National contact point - Finland

  Lintulahdenkuja 2
  00530 Helsinki
  Finland
  
  Phone : 00358 9 5110 1205
  Fax :
  Email address : odr@kkv.fi
• 

  National contact point - France

  Bahnhofsplatz 3
  77694 Kehl
  Germany
  
  Le contact est disponible uniquement par e-mail
  Email address : odr-france@cec-zev.eu
• 

  National contact point - Germany

  Bahnhofsplatz 3
  77694 Kehl
  Germany
  
  Phone : 0049 7851 991 48 60 (Tue – Thu: from 9 to 12 and from 13 to 17)
  Fax : 0049 7851 991 48 11
  Email address : odr@evz.de
• 

  National contact point - Greece

  L. Alexandras 144
  11471 Athens
  Greece
  
  Phone : +30 2106460284
  Fax : +30 2106460784
  Email address : info@eccgreece.gr
• 

  National contact point - Hungary

  Nemzetgazdasági Minisztérium Európai Fogyasztói Központ
  1358 Budapest, Pf. 17.
  Hungary
  
  Phone : +3617955233
  Fax :
  Email address : odr@ngm.gov.hu
• 

  National contact point - Iceland

  Hverfisgata 105
  101 Reykjavik
  Iceland
  
  Phone : +354 545 1200
  Fax : +354 545 1212
  Email address : ns@ns.is
• 

  National contact point - Ireland

  ODR Contact Point for Ireland, ECC Ireland, MACRO Centre, 1 Green Street,
  D07 X6NR Dublin 7
  Ireland
  
  Phone : +353 1 402 5555
  Fax :
  Email address : contactodr@odr.ie
• 

  National contact point - Italy

  Largo Alessandro Vessella, 31
  00199 Roma
  Italy
  
  Phone : 0039 0644238090
  Fax : 0039 0644170285
  Email address : odr@ecc-netitalia.it
• 

  National contact point - Latvia

  Brivibas street 55-207
  LV1010 Riga
  Latvia
  
  Phone : +371 67388625
  Fax :
  Email address : info@ecclatvia.lv
• 

  National contact point - Liechtenstein

  Postfach 684
  9490 Vaduz
  Liechtenstein
  
  Phone : +423 236 68 71
  Fax :
  Email address : info.avw@llv.li
• 

  National contact point - Lithuania

  Vilniaus g. 25,
  LT-01402 Vilnius
  Lithuania
  
  Phone : + 370 5 262 6751
  Fax :
  Email address : egs@vvtat.lt
• 

  National contact point - Luxembourg

  271, route d’Arlon
  L-1150 Luxembourg
  Luxembourg
  
  Phone : +352 26 84 64-1
  Fax : +352 26 84 57 61
  Email address : info@cecluxembourg.lu
• 

  National contact point - Malta

  ECC Net Malta, 'Consumer House', 47A, South Str.
  Valletta
  Malta
  
  Phone : 35621221901
  Fax : 35621221902
  Email address : odrmalta@mccaa.org.mt
• 

  National contact point - Netherlands

  Postbus 487
  3500AL Utrecht
  Netherlands
  
  Phone : 0031 30 232 6441
  Fax : 0031 30 234 2727
  Email address : info@odrnederland.nl
• 

  National contact point - Norway

  .
  Oslo
  Norway
  
  Email address : odr@forbrukereuropa.no
• 

  National contact point - Poland

  Plac Powstańców Warszawy 1
  00-950 Warsaw
  Poland
  
  Phone : 0048 22 55 60 333
  Fax :
  Email address : kontakt.adr@uokik.gov.pl
• 

  National contact point - Portugal

  Praça Duque de Saldanha, º31, 1º
  1069-013 Lisboa
  Portugal
  
  Phone : +351 21 356 4755
  Fax : +351 213564719
  Email address : euroconsumo@dg.consumidor.pt
• 

  National contact point - Romania

  Bd. Aviatorilor 72, Sector 1
  011865 Bucharest
  Romania
  
  Phone : +40 21 307 67 62
  Fax : +40 21 315 71 49
  Email address : contactsol@eccromania.ro
• 

  National contact point - Slovakia

  Mlynské Nivy, 44/a
  827 15 Bratislava
  Slovakia
  
  Phone : +421 905 528 477
  Fax :
  Email address : ECCNET-SK@ec.europa.eu
• 

  National contact point - Slovenia

  Kotnikova 5
  1000 Ljubljana
  Slovenia
  
  Phone : +386 1 400 35 13
  Fax : +386 1400 3588
  Email address : nkt.mgts@gov.si
• 

  National contact point - Spain

  c/Príncipe de Vergara nº 54
  28006 Madrid
  Spain
  
  Phone : 0034 91 822 45 55
  Fax : 0034 91 822 45 62
  Email address : cec@consumo.gob.es
• 

  National contact point - Sweden

  Tage Erlandergatan 8A, Box 48
  651 02 Karlstad
  Sweden
  
  Phone : +46 54 19 39 70
  Fax : +46 0 5419 41 59
  Email address : odr@konsumentverket.se

Your rights

If you need help with your consumer problem and would like to learn more about your rights, go to Consumer rights