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Online Dispute Resolution

Send your online consumer problem to an approved dispute resolution body
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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 - 12 4 - - - - - - - - 4 - - 1 - - - - 1 - - - - - - - - - - - 22
BE 1 353 33 - 9 1 - 4 1 - 21 11 - - 1 1 - - - - - - - - - - - 1 - 1 1 439
BG - 8 2 - 1 - 1 - - 1 - - - - - - - 1 - 1 - - - - - - - - - - - 15
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 - 5 - - - - - 3 - - - 1 - - - 3 - - 3 - 1 - - - - - - - - - - 16
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 - - - 2 - - - - - - - - 11 - - - - - - - - - - - - - - - - 21
IE - 6 - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 6
IS - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 0
IT 1 9 2 - - - - - - 2 - - - - - - - 10 - - - - - - - - - 2 - - - 26
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 - 1 - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 1
SI - 1 - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 1
SK - 3 - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 3
TOTAL  5 566 56 0 11 12 2 7 4 4 28 68 0 1 14 8 0 11 4 11 1 0 0 1 0 0 1 4 0 1 1 821

Top 10 most complained about sectors

Name of sector Number
Language, driving instruction and other private courses 55
Food - Fruit and vegetables 47
Gas 36
Electronic goods (non-ICT/recreational) 35
Schools 32
Electricity 32
Clothing (including tailor-made goods) and footwear 31
New cars 25
Alcoholic beverages 19
Financial Services - Mortgages / Home loans 16
Language, driving instruction and other private courses - 6.67%
Food - Fruit and vegetables - 5.7%
Gas - 4.36%
Electronic goods (non-ICT/recreational) - 4.24%
Schools - 3.88%
Electricity - 3.88%
Clothing (including tailor-made goods) and footwear - 3.76%
New cars - 3.03%
Alcoholic beverages - 2.3%
Financial Services - Mortgages / Home loans - 1.94%

Percentage of national and cross-border complaints

51.39%
48.61%
Cross border
51.39% (424) 
National
48.61% (401) 


2nd Report on the Functioning of the Online Dispute Resolution Platform
English (903 kB - PDF)
Download (191 kB - PDF)
1st Report on the functioning of the online dispute resolution platform
English (645.6 KB kB - PDF)
Download (191 kB - PDF)

Online Dispute Resolution

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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