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Online Dispute Resolution

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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 GB 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 - - - - - - - - 4 - - 1 - - - - 1 - - - - - - - - - - - 23
BE 1 368 33 - 9 5 - 4 1 - 21 11 - - 1 1 - - - - - - - 1 - - - 1 - 1 1 459
BG - 9 2 - 1 - 1 - - 1 - - - - - - - 1 - 1 - - - - - - - - - - - 16
CY - 5 1 - - - - - - - - - - - - - - - - - - - - 1 - - - - - - - 7
CZ - 18 1 - - - - - - - - - - - - - - - - - - - - - - - - - - - - 19
DE - 20 2 - - 7 1 - - - - 7 - - - - - - - - - - - - - - 1 1 - - - 39
DK - 4 - - 1 - - - - 1 - - - - - - - - - 1 - - - - - - - - - - - 7
EE - 8 - - - - - 3 - - - 1 - - - 3 - - 3 - 1 - - - - - - - - - - 19
ES - 2 1 - - - - - 2 - 1 - - - - - - - - - - - - - - - - - - - - 6
FI - 3 1 - - - - - - - - 1 - - - - - - - - - - - - - - - - - - - 5
FR 1 13 2 - - - - - - - 6 2 - - - - - - - - - - - - - - - - - - - 24
GB - 13 - - - - - - - - - 28 - - 1 1 - - - 2 - - - - - - - - - - - 45
GR 1 5 1 - - 1 - - - - - 3 - - - - - - - - - - - - - - - - - - - 11
HR - 10 1 - - - - - - - - - - - - 1 - - - - - - - - - - - - - - - 12
HU - 8 - - - 5 - - - - - - - - 12 - - - - - - - - - - - - - - - - 25
IE - 6 - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 6
IS - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 0
IT 1 9 2 - - 3 - - - 2 - - - - - - - 12 - - - - - - - - - 2 - - - 31
LI - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 0
LT - 4 - - - - - - - - - 10 - - - - - - - 5 - - - - - - - - - - - 19
LU - 25 1 - - - - - - - - 1 - 1 - 1 - - - - - - - - - - - - - - - 29
LV 1 4 - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 5
MT - - 1 - - - - - - - - - - - - - - - - - - - - - - - - - - - - 1
NL - 7 - - - 1 - - - - - - - - - - - - - - - - - - - - - - - - - 8
NO - 1 - - - - - - - - - - - - - - - - 1 - - - - - - - - - - - - 2
PL - 10 1 - - - - - 1 - - - - - - - - - - 1 - - - - - - - - - - - 13
PT - - - - - - - - - - - - - - - 1 - - - - - - - - - - - - - - - 1
RO - 16 2 - - - - - - - - - - - - - - - - - - - - - - - - - - - - 18
SE - 2 - - - - - - - - - - - - - - - 1 - - - - - - - - - - - - - 3
SI - 1 - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 1
SK - 3 - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 3
TOTAL  5 587 56 0 11 22 2 7 4 4 28 68 0 1 15 8 0 14 4 11 1 0 0 2 0 0 1 4 0 1 1 857

Top 10 most complained about sectors

Name of sector Number
Language, driving instruction and other private courses 55
Food - Fruit and vegetables 48
Clothing (including tailor-made goods) and footwear 39
Schools 38
Gas 36
Electronic goods (non-ICT/recreational) 35
Electricity 33
New cars 25
Alcoholic beverages 19
Financial Services - Mortgages / Home loans 16
Language, driving instruction and other private courses - 6.39%
Food - Fruit and vegetables - 5.57%
Clothing (including tailor-made goods) and footwear - 4.53%
Schools - 4.41%
Gas - 4.18%
Electronic goods (non-ICT/recreational) - 4.07%
Electricity - 3.83%
New cars - 2.9%
Alcoholic beverages - 2.21%
Financial Services - Mortgages / Home loans - 1.86%

Percentage of national and cross-border complaints

51.34%
48.66%
Cross border
51.34% (442) 
National
48.66% (419) 


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