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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 November you would need to use your phone (MFA by SMS), your smartphone (EU Login App, available from Google Play and App store) or a security key (Yubikey, Fido2key, U2F, etc).
For more details, please follow this link https://webgate.ec.europa.eu/cas/manuals/EU_Login_Tutorial.pdf .

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 - 13 4 - - - - - - - - - - 1 - - - - 1 - - - - - - - - - - - 19
BE 1 430 33 - 9 5 - 5 1 - 22 - - 1 1 - 6 - - - - - 1 - - 1 1 - 1 1 519
BG - 9 2 - 1 - 1 - - 1 - - - - - - 1 - 1 - - - - - - - - - - - 16
CY - 5 1 - - - - - - - - - - - - - 1 - - - - - 1 - - - - - - - 8
CZ - 18 1 - - - - - - - - - - - - - - - - - - - - - - - - - - - 19
DE - 20 2 - - 7 1 - - - - - - - - - - - - - - - - - - 1 1 - - - 32
DK - 4 - - 1 - - - - 1 - - - - - - - - 1 - - - - - - - - - - - 7
EE - 8 - - - - - 3 - - - - - - 3 - - 3 - 1 - - - - - - - - - - 18
ES - 2 1 - - - - - 2 - 1 - - - - - - - - - - - - - - - - - - - 6
FI - 3 1 - - - - - - - - - - - - - - - - - - - - - - - - - - - 4
FR 1 13 2 - - - - - - - 6 - - - - - - - - - - - - - - - - - - - 22
GR 1 5 1 - - 1 - - - - - - - - - - - - - - - - - - - - - - - - 8
HR - 11 1 - - - - - - - - - - - 1 - 2 - - - - - - - - - - - - - 15
HU - 8 1 - - 8 - - - - - - - 15 - - - - - - - - - - - - - - 1 - 33
IE - 6 - - - - - - - - - - - - - - - - - - - - - - - - - - - - 6
IS - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 0
IT 1 9 2 - - 3 - - - 2 - - - - - - 12 - - - - - - - - - 2 - - - 31
LI - 1 - - - - - - - - - - - - - - - - - - - - - - - - - - - - 1
LT - 4 - - - - - - - - - - - - - - - - 6 - - - - - - - - - - - 10
LU - 25 1 - - - - - - - - - 1 - 1 - - - - - - - - - - - - - - - 28
LV 1 4 - - - - - - - - - - - - - - - - - - - - - - - - - - - - 5
MT - - 1 - - - - - - - - - - - - - - - - - - - - - - - - - - - 1
NL - 7 - - - 1 - - - - - - - - - - - - - - - - - - - - - - - - 8
NO - 1 - - - - - - - - - - - - - - - 1 - - - - - - - - - - - - 2
PL - 10 1 - - - - - 1 - - - - - - - - - 1 - - - - - - - - - - - 13
PT - - - - - 1 - - - - - - - - 1 - 4 - - - - - - - - 3 - - - - 9
RO - 16 2 - - - - - - - - - - - - - - - - - - - - - - - - - - - 18
SE - 2 - - - - - - - - - - - - - - 1 - - - - - - - - - - - - - 3
SI - 1 - - - - - - - - - - - - - - - - - - - - - - - - - - - - 1
SK - 3 - - - - - - - - - - - - - - - - - - - - - - - - - - - - 3
TOTAL  5 638 57 0 11 26 2 8 4 4 29 0 1 17 7 0 27 4 10 1 0 0 2 0 0 5 4 0 2 1 865

Top 10 most complained about sectors

Name of sector Number
Language, driving instruction and other private courses 66
Food - Fruit and vegetables 51
Clothing (including tailor-made goods) and footwear 46
Schools 38
Gas 37
Electronic goods (non-ICT/recreational) 36
Electricity 36
New cars 25
Alcoholic beverages 19
Tobacco 19
Language, driving instruction and other private courses - 6.88%
Food - Fruit and vegetables - 5.32%
Clothing (including tailor-made goods) and footwear - 4.8%
Schools - 3.96%
Gas - 3.86%
Electronic goods (non-ICT/recreational) - 3.75%
Electricity - 3.75%
New cars - 2.61%
Alcoholic beverages - 1.98%
Tobacco - 1.98%

Percentage of national and cross-border complaints

49.11%
50.89%
Cross border
49.11% (471) 
National
50.89% (488) 


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