Online Dispute Resolution | European Commission

<!DOCTYPE html> <html lang='en'> <head profile="http://www.w3.org/1999/xhtml/vocab"> <meta charset="utf-8"> <meta http-equiv="X-UA-Compatible" content="IE=edge" /> <meta name="viewport" content="width=device-width, initial-scale=1.0"/> <meta http-equiv="Content-Type" content="text/html; charset=utf-8" /> <style id="antiClickjack">body{display:none !important;}</style> <script> if(top.location != self.location) { top.location = self.location; } if (self === top) { var antiClickjack = document.getElementById("antiClickjack"); antiClickjack.parentNode.removeChild(antiClickjack); } else { top.location = self.location; } </script> <script> var labelResFound = "\x5Bx\x5D\x20results\x20found.\x3Cbr\x20\x2F\x3EPlease\x20use\x20up\x20or\x20down\x20arrow\x20to\x20select\x20an\x20item."; var noResultFoundLabel = "No\x20result\x20found"; </script> <link rel="stylesheet" type="text/css" href="https://ec.europa.eu/consumers/odr/resources/public/libraries/datatables/css/dataTables.bootstrap.css"> <link type="text/css" rel="stylesheet" href="https://ec.europa.eu/consumers/odr/resources/public/libraries/bootstrap/css/bootstrap.min.css" /> <link type="text/css" rel="stylesheet" href="https://ec.europa.eu/consumers/odr/resources/public/libraries/bootstrap/css/bootstrap-accessibility.css" /> <link type="text/css" rel="stylesheet" href="https://ec.europa.eu/consumers/odr/resources/public/libraries/jquery-ui/css/jquery-ui.min.css" /> <link type="text/css" rel="stylesheet" href="https://ec.europa.eu/consumers/odr/resources/public/libraries/datatables/css/responsive.dataTables.min.css"/> <link type="text/css" rel="stylesheet" href="https://ec.europa.eu/consumers/odr/resources/public/libraries/bootstrap/css/help.css" /> <link type="text/css" rel="stylesheet" href="https://ec.europa.eu/consumers/odr/resources/public/libraries/lou-multi-select/css/multi-select.css" > <link type="text/css" rel="stylesheet" href="https://ec.europa.eu/consumers/odr//resources/backoffice/css/jquery.fileupload.css" > <link type="text/css" rel="stylesheet" href="https://ec.europa.eu/consumers/odr//resources/backoffice/css/jquery.fileupload-ui.css" > <link type="text/css" rel="stylesheet" href="https://ec.europa.eu/consumers/odr//resources/public/styles/layout.css" > <link media="all" rel="stylesheet" href="https://ec.europa.eu/consumers/odr//resources/public2/styles/europa.css"> <link type="text/css" rel="stylesheet" href="https://ec.europa.eu/consumers/odr//resources/public2/styles/custom_odr.css"> <script type="text/javascript" src="https://ec.europa.eu/consumers/odr/resources/public/libraries/jquery/jquery.min.js"></script> <script type="text/javascript" src="https://ec.europa.eu/consumers/odr/resources/js/jquery/plugins/forms/jquery.form.js" ></script> <script type="text/javascript" src="https://ec.europa.eu/consumers/odr/resources/public/libraries/jquery-ui/js/jquery-ui.min.js" ></script> <script type="text/javascript" src="https://ec.europa.eu/consumers/odr//resources/public/libraries/bootstrap/js/bootstrap.min.js" ></script> <script type="text/javascript" src="https://ec.europa.eu/consumers/odr//resources/public/libraries/bootstrap/js/bootstrap.extension.js" ></script> <script type="text/javascript" src="https://ec.europa.eu/consumers/odr/resources/public/libraries/datatables/jquery.dataTables.min.js" ></script> <script type="text/javascript" src="https://ec.europa.eu/consumers/odr/resources/public/libraries/datatables/dataTables.responsive.min.js" ></script> <script type="text/javascript" src="https://ec.europa.eu/consumers/odr/resources/public/libraries/datatables/intl.js" ></script> <script type="text/javascript" src="https://ec.europa.eu/consumers/odr/resources/js/countries_region_EN.js" ></script> <script type="text/javascript" src="https://ec.europa.eu/consumers/odr/resources/js/sectors_EN.js" ></script> <script type="text/javascript" src="https://ec.europa.eu/consumers/odr/resources/public/libraries/typeahead/typeahead.min.js" ></script> <script type="text/javascript" src="https://ec.europa.eu/consumers/odr/resources/public/libraries/lou-multi-select/js/jquery.multi-select.js"></script> <script type="text/javascript" src="https://ec.europa.eu/consumers/odr/resources/backoffice/js/validate/jquery.validate.min.js"></script> <script type="text/javascript" src="https://ec.europa.eu/consumers/odr/resources/backoffice/js/validate/additional-methods.js"></script> <script type="text/javascript" src="https://ec.europa.eu/consumers/odr//resources/public/scripts/fileMgtForMessages.js" ></script> <script type="text/javascript" src="https://ec.europa.eu/consumers/odr//resources/backoffice/js/jquery.ui.widget.js"></script> <script type="text/javascript" src="https://ec.europa.eu/consumers/odr//resources/backoffice/js/jquery.fileupload.js"></script> <script type="text/javascript" src="https://ec.europa.eu/consumers/odr//resources/backoffice/js/custom.js"></script> <script type="text/javascript" src="https://ec.europa.eu/consumers/odr//resources/public/libraries/jquery-ui/js/jquery-ui-i18n.min.js"></script> <script type="text/javascript" src="https://ec.europa.eu/consumers/odr//resources/public/libraries/bootstrap/js/help.js" ></script> <script type="text/javascript" src="https://ec.europa.eu/consumers/odr//resources/public/scripts/customs.js" ></script> <script> function showValidationErrorMessages(validationMessage) { var message = ""; var messages = ""; var totalError = 0; var tabPanes = []; var validationMsg = $.parseJSON("["+validationMessage+"]"); $("div.has-error").removeClass("has-error"); $("li").removeClass("has-error"); $(document).find('span.help-block').each(function() { $(this).html(""); }); $(validationMsg).each(function(i) { var valid = this.valid; if (!valid) { var element = $('input[name="'+this.name +'"],select[name="'+this.name +'"],textarea[name="'+this.name+'"]')[0]; var errorMsg = this.message; // totalError++; // messages += "<li>" + $(element).attr("alt") + ": " + errorMsg + "</li>"; if ($(element).attr('data-valid-element')){ var elementName = $(element).attr('data-valid-element'); element = $('input[name="'+ elementName +'"],select[name="'+ elementName +'"],textarea[name="'+ elementName +'"]')[0]; } var tab = $(element).parents("div.tab-pane")[0]; var tabID = $(tab).attr("id"); if ($.inArray(tabID, tabPanes) === -1){ tabPanes.push(tabID); } if ($("div").find('[data-validation-title='+ $(element).attr("name") +']').length > 0){ $("div").find('[data-validation-title='+ $(element).attr("name") +']').addClass("has-error"); } else{ $(element).parent("div").addClass("has-error"); } var spanMsgId = $(element).attr("aria-describedby"); if ($(element).is(":checkbox, :radio")){ spanMsgId = $(element).attr("data-help-block"); } $("#" + spanMsgId ).parent('div').addClass('has-error'); $("#" + spanMsgId ).html(errorMsg); } }); $(tabPanes).each(function(i, id) { $("a[href$='"+id+"']").parent("li").addClass("has-error"); }); } /***** VALIDATION GENERIC FUNCTION********************************* errContainer: div error container errorSpan : the span where the error text is displayed ******************************************************************/ function showValidationErrors(validationMessage, errContainer, errSpan) { var message = ""; var messages = ""; var totalError = 0; validationMessage = "[" + validationMessage + "]"; $("#" + errContainer).html("").hide(); $(".has-error").removeClass("has-error"); $(document).find('.help-block').each(function() { $(this).html(""); }); $($.parseJSON(validationMessage)).each(function() { var valid = this.valid; if (!valid) { var element = $('input[name="'+this.name +'"],select[name="'+this.name +'"],textarea[name="'+this.name+'"]')[0]; var errorMsg = this.message; totalError++; var elementLabel = $(element).parents('div.form-group').find('label:first-child').clone(); /**Remove help link**/ if ((elementLabel.find('[data-help]')).length > 0){ elementLabel.find('a').nextAll().remove(); elementLabel.find('a').remove(); } /**Remove asterisk**/ elementLabel.find('span.mandatory-data').remove(); if (typeof(elementLabel.html()) === 'undefined') messages += "<li>" + ' ' + totalError + ": " + errorMsg + "</li>"; else messages += "<li>" + elementLabel.html() + ": " + errorMsg + "</li>"; // messages += "<li>" + $(element).parents('.form-group').find('label:first-child').text() + ": " + errorMsg + "</li>"; $(element).parents(".form-group").addClass("has-error"); if ($(element).is(":radio, :checkbox")) if ($(element).hasClass('innerDiv')) $('input[name$="' + this.name +'"]:last').parent().append("<br><span class='has-error' style='margin-left:-15px; margin-top:15px;'>" + errorMsg + "</span>") else $(element).parent().parent().after("<br><span class='has-error'>" + errorMsg + "</span>") else $(element).parents(".form-group").find('.help-block').html(errorMsg); } }); var message = totalError == 1 ? 'There\x20is\x201\x20missing\x20or\x20invalid\x20field\x20in\x20your\x20form.' : 'There\x20are\x20\x3Cb\x3E\x5BX\x5D\x3C\x2Fb\x3E\x20missing\x20or\x20invalid\x20fields\x20in\x20your\x20form.\x20Please\x20correct\x20them\x20and\x20try\x20again.'; message = message.replace("[X]", totalError); message += '<ul>' + messages + '</ul>'; if (totalError != 0) { $("#" + errContainer).show(); $("#" + errContainer).html('<p>'+message+'</p>'); } } function validatorDefaultSettings(){ $.validator.setDefaults({ errorElement:'span', errorClass:'has-error', errorLabelContainer:'#errorContainerPop', onfocusout:function (element) { $(this.currentForm).validate();}, onclick:function (element) { $(this.currentForm).validate(); }, validClass : 'has-success', showErrors: function (errorMap, errorList) { var errClass = "has-error"; var validClass = "has-success"; var messages = ""; var errorExplanation = ""; var totalError = 0; var invalidElem = []; $.each(errorList, function (index, value) { totalError++; var id = $(value.element).attr('id'); /**Avoid to display the contextual help that have some elements **/ var elementLabel = $("#"+id).parents('.form-group').find('label:first-child').clone(); if ((elementLabel.find('[data-help]')).length > 0){ //(elementLabel.find('a').nextAll().remove()).find('a').remove() ; elementLabel.find('a').nextAll().remove(); elementLabel.find('a').remove(); } messages += "<li id='error_" + id + "'>" + elementLabel.html() + ": " + value.message + "</li>"; if ($("#" + id).is(":radio, :checkbox")){ $("#" + id).parents(".form-group").find('.help-block').html(value.message ); } else{ $("#" + id).parents(".form-group").find('.help-block').html(value.message ); } }); if (this.settings.unhighlight) { for ( var i = 0, elements = this.validElements(); elements[i]; i++ ) { this.settings.unhighlight.call( this, elements[i], this.settings.errorClass, this.settings.validClass ); } } for ( var i = 0; this.errorList[i]; i++ ) { var error = this.errorList[i]; this.settings.highlight && this.settings.highlight.call( this, error.element, this.settings.errorClass, this.settings.validClass ); } if (submitted) { var message = totalError == 1 ? 'There\x20is\x201\x20missing\x20or\x20invalid\x20field\x20in\x20your\x20form.' : 'There\x20are\x20\x3Cb\x3E\x5BX\x5D\x3C\x2Fb\x3E\x20missing\x20or\x20invalid\x20fields\x20in\x20your\x20form.\x20Please\x20correct\x20them\x20and\x20try\x20again.'; message = message.replace("[X]", totalError); message += '<ul id="formErrors_'+ $(this.currentForm).attr('name')+'">' + messages + '</ul>'; if (totalError != 0) { $('#errorContainerPop').show(); $('#errorContainerPop').html('<p>'+message+'</p>'); } submitted = false; } }, highlight: function(element) { $(element).parents(".form-group").addClass('has-error'); }, unhighlight: function(element) { $(element).parents(".form-group").removeClass('has-error').addClass('has-success'); $(element).parents(".form-group").find('.help-block').html(''); }, success: "valid" }); } </script> <title> Online Dispute Resolution | European Commission </title> <script defer="defer" src="//europa.eu/webtools/load.js?globan=1110" type="text/javascript"></script> <script type="application/json"> { "utility": "piwik", "siteID": 175, "sitePath": ["ec.europa.eu\/consumers"], "siteSection": "odr" } </script> <script src="https://ec.europa.eu/consumers/odr/resources/js/cookie_config.js" type="text/javascript"></script> <script src="//ec.europa.eu/wel/cookie-consent/consent.js" type="text/javascript"></script> </head> <body class="language-en"> <header class="ecl-site-header" role="banner"> <div class="ecl-skip-link__wrapper" id="skip-link"> <a href="#main-content" class="ecl-skip-link"> Skip to main content </a> </div> <header class="ecl-site-header" role="banner"> <div class="ecl-container"> <nav class="ecl-navigation-list-wrapper ecl-u-f-r"> <h2 class="ecl-u-sr-only"> User menu </h2> <ul class="ecl-navigation-list ecl-navigation-list--small ecl-u-pt-xxs"> <li class="ecl-navigation-list__item"> <a class="ecl-button ecl-button--secondary ecl-u-f-l header--button" href="https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.complaints.dashboard"> <span class="glyphicon glyphicon-log-in"></span> Sign in </a> </li> <li class="ecl-navigation-list__item"> <a class="ecl-button ecl-button--secondary header--button" href="https://ec.europa.eu/consumers/odr/security/?event=security.register"> <span class="icon user-icon"></span> Register as a trader </a> </li> </ul> </nav> </div> <div class="ecl-site-switcher ecl-site-switcher--header header--menu"> <ul class="ecl-site-switcher__list ecl-container"> </ul> </div> <div class="ecl-container ecl-site-header__banner"> <a href="https://ec.europa.eu" class="ecl-logo " title="Home - European Commission"> <span class="ecl-u-sr-only"> Home - European Commission </span> </a> <div class="ecl-language-list ecl-language-list--overlay"> <div id="ecl-overlay-language-list" class="ecl-dialog__overlay ecl-dialog__overlay--blue" aria-hidden="true"></div> <div class="ecl-lang-select-sites ecl-link" data-ecl-dialog="ecl-dialog" id="ecl-lang-select-sites__overlay"> <a href="#" class="ecl-lang-select-sites__link"> <span class="ecl-lang-select-sites__label"> English </span> <span class="ecl-lang-select-sites__code"> <span class="ecl-icon ecl-icon--language ecl-lang-select-sites__icon"></span> <span class="ecl-lang-select-sites__code-text"> EN </span> </span> </a> </div> <div id= "languageSelectSplash" class="ecl-dialog ecl-dialog--transparent ecl-dialog--wide" aria-labelledby="ecl-dialog-title" aria-describedby="ecl-dialog-description" aria-hidden="true" role="dialog"></div> </div> <form class="ecl-search-form ecl-site-header__search" action="https://ec.europa.eu/search/?" method="get" id="nexteuropa-europa-search-search-form" accept-charset="UTF-8"> <label class="ecl-search-form__textfield-wrapper"> <span class="ecl-u-sr-only"> Search this website </span> <input class="ecl-text-input ecl-search-form__textfield" title="Search" type="search" id="edit-querytext" name="QueryText" value="" maxlength="128" /> </label> <button class="ecl-button ecl-button--form ecl-search-form__button" type="submit"> Search </button> <input type="hidden" name="form_build_id" value="form-RuqP_SxZjHOnazaJ3to28MABRR4hKqdNQ3ZpBf7vNLg"> <input type="hidden" name="form_id" value="nexteuropa_europa_search_search_form"> <input value="EN" name="swlang" id="swlang" type="hidden"> </form> </div> </header> <div class="ecl-page-header ecl-page-header--image" > <div class="ecl-container"> <nav class="ecl-breadcrumbs " aria-label="breadcrumbs"> <span class="ecl-u-sr-only"> You are here: </span> <ol class="ecl-breadcrumbs__segments-wrapper"> <li class="ecl-breadcrumbs__segment ecl-breadcrumbs__segment--first"> <a href="https://ec.europa.eu/info/index_en" class="ecl-breadcrumbs__link"> European Commission </a> </li> <li class="ecl-breadcrumbs__segment"> <a href="https://ec.europa.eu/info/live-work-travel-eu_en" class="ecl-breadcrumbs__link"> ... </a> </li> <li class="ecl-breadcrumbs__segment"> <a href="https://ec.europa.eu/info/live-work-travel-eu/consumers_en" class="ecl-breadcrumbs__link"> Consumers </a> </li> <li class="ecl-breadcrumbs__segment"> <a href="https://ec.europa.eu/info/live-work-travel-eu/consumers/resolve-your-consumer-complaint_en" class="ecl-breadcrumbs__link"> Resolve your consumer complaint </a> </li> </ol> </nav> <div class="ecl-page-header__body"> <div class="ecl-page-header__title"> <h1 class="ecl-heading ecl-heading--h1 ecl-u-color-white" > Online Dispute Resolution </h1> </div> </div> </div> </div> <nav class="ecl-navigation-menu" aria-label="Main Navigation"> <div class="ecl-container"> <button class="ecl-navigation-menu__toggle ecl-navigation-menu__hamburger ecl-navigation-menu__hamburger--squeeze" aria-controls="nav-menu-expandable-root" aria-expanded="false"> <span class="ecl-navigation-menu__hamburger-box"> <span class="ecl-navigation-menu__hamburger-inner"> </span> </span> <span class="ecl-navigation-menu__hamburger-label"> Menu </span> </button> <ul class="ecl-navigation-menu__root" id="nav-menu-expandable-root" > <li class="ecl-navigation-menu__item "> <a href="https://ec.europa.eu/consumers/odr/main/?event=main.home2.show" class="ecl-navigation-menu__link"> Home </a> </li> <li class="ecl-navigation-menu__item "> <a href="https://ec.europa.eu/consumers/odr/main/?event=main.complaints.screeningphase" class="ecl-navigation-menu__link"> Start your case </a> </li> <li class="ecl-navigation-menu__item "> <a href="https://ec.europa.eu/consumers/odr/main/?event=main.home.howitworks" class="ecl-navigation-menu__link"> How it works </a> </li> <li class="ecl-navigation-menu__item "> <a href="https://ec.europa.eu/consumers/odr/main/?event=main.consumer.rights" class="ecl-navigation-menu__link"> Consumer rights </a> </li> <li class="ecl-navigation-menu__item "> <a href="https://ec.europa.eu/consumers/odr/main/?event=main.trader.register" class="ecl-navigation-menu__link"> Traders' section </a> </li> <li class="ecl-navigation-menu__item "> <a href="https://ec.europa.eu/consumers/odr/main/?event=main.adr.show2" class="ecl-navigation-menu__link"> Dispute resolution bodies </a> </li> <li class="ecl-navigation-menu__item ecl-navigation-menu__item--active "> <a href="https://ec.europa.eu/consumers/odr/main/?event=main.help.new" class="ecl-navigation-menu__link"> Help </a> </li> </ul> </div> </nav> <div class="page-content"> <div class="container-fluid"> <div class="ecl-row ecl-u-mt-xxs"> <div class="ecl-col-12"> <div class="ecl-message s" role="alert"> <span class="ecl-u-sr-only">Informative message</span> <p class="ecl-paragraph"> Dear user,<br /> for security reasons all commission IT services will have to implement multi-factor authentication (MFA).<br /> This means that as of 01 November 2023 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).<br /> For more details, please follow this link <a href="https://webgate.ec.europa.eu/cas/manuals/EU_Login_Tutorial.pdf" target="_blank">https://webgate.ec.europa.eu/cas/manuals/EU_Login_Tutorial.pdf</a> . </p> </div> </div> </div> </div> </div> <div class="page-content"> <div class="container-fluid"> <div class="ecl-row ecl-u-z-navigation ecl-u-pt-xl"> <div class="ecl-col-md-3 ecl-u-z-navigation"> <nav class="ecl-navigation-inpage" > <div class="ecl-navigation-inpage__title"> Page Contents </div> <div class="ecl-navigation-inpage__body"> <div class="ecl-navigation-inpage__trigger" aria-controls="ecl-navigation-inpage-list" aria-expanded="false" id="ecl-navigation-inpage-trigger">   </div> <ul class="ecl-navigation-inpage__list" aria-hidden="true" aria-labelledby="ecl-navigation-inpage-trigger" id="ecl-navigation-inpage-list"> <li class="ecl-navigation-inpage__item"> <a class="ecl-navigation-inpage__link ecl-link ecl-link--standalone" href="#inline-nav-1"> FAQs </a> </li> <li class="ecl-navigation-inpage__item"> <a class="ecl-navigation-inpage__link ecl-link ecl-link--standalone" href="#inline-nav-2"> User guide </a> </li> <li class="ecl-navigation-inpage__item"> <a class="ecl-navigation-inpage__link ecl-link ecl-link--standalone" href="#inline-nav-3"> Contact advisor </a> </li> <li class="ecl-navigation-inpage__item"> <a class="ecl-navigation-inpage__link ecl-link ecl-link--standalone" href="#inline-nav-4"> Your rights </a> </li> </ul> </div> </nav> </div> <div class="ecl-col-md-9"> <section id="inline-nav-1"> <h2 class="ecl-heading ecl-heading--h2"> FAQs </h2> <p class="ecl-paragraph"> Have a question about ODR? Find the answer in our frequently asked questions. </p> <dl class="ecl-accordion" role="presentation" role="tablist"> <dt role="heading"> <button id="ecl-accordion-header-pan1" class="ecl-accordion__header" aria-controls="ecl-accordion-panel-pan1" aria-expanded="false"> <span class="ecl-accordion__header-icon ecl-icon ecl-icon--rounded ecl-u-bg-secondary ecl-icon--faq"> </span> General questions </button> </dt> <dd id="ecl-accordion-panel-pan1" class="ecl-accordion__panel" role="region" aria-labelledby="ecl-accordion-header-pan1" aria-hidden="true"> <ul class="faq-list-ul"> <li class="faq-list-li"> <a href="#answer-a-1" name="question1" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer1"> What is alternative dispute resolution?  

 </a> <div id="answer-a-1" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> 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. </p> </div> </li> <li class="faq-list-li"> <a href="#answer-a-2" name="question2" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer2"> What is this site for?

 </a> <div id="answer-a-2" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> 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. </p> </div> </li> <li class="faq-list-li"> <a href="#answer-a-3" name="question3" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer3"> How does it work?


 </a> <div id="answer-a-3" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> 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. </p> </div> </li> <li class="faq-list-li"> <a href="#answer-a-4" name="question4" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer4"> I am a consumer. Do I have to register to submit a complaint? </a> <div id="answer-a-4" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> No. You can submit a complaint without registering. But we will ask you to register later – if the trader agrees to proceed. <br /> <br /> This is so we can check your identity. Registering will also help you track your complaint. We will store your details securely. <br /> <br /> <a href="https://ec.europa.eu/consumers/odr/security/?event=security.register">To register, fill in the registration form.</a> We'll send you an e-mail, asking you to confirm your registration. </p> </div> </li> <li class="faq-list-li"> <a href="#answer-a-5" name="question5" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer5"> Lost your password? </a> <div id="answer-a-5" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> To retrieve your password click on the 'Lost your password?' link. </p> </div> </li> <li class="faq-list-li"> <a href="#answer-a-6" name="question6" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer6"> Who do I contact if I have questions? </a> <div id="answer-a-6" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> The national contact point (in your own or any other EU country or in Norway, Iceland or Liechtenstein). <br /> <br /> The national contact point can: <br /> <ul> <li>Explain how the website works. </li> <li>Tell you what dispute resolution bodies do. </li> <li>Help you communicate with the trader/dispute resolution body. </li> <li>Help you submit your complaint.</li> <li>Give you basic information on your rights. </li> <li>Suggest other ways of resolving the dispute, if this process doesn't work for you.</li> </ul> <br /> <br /> You can contact an <a href="https://ec.europa.eu/consumers/odr/main/?event=main.complaints.odrList">advisor</a> at any point in the procedure. Send a message through the site or contact them by e-mail or phone. </p> </div> </li> <li class="faq-list-li"> <a href="#answer-a-7" name="question7" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer7"> How do I submit a complaint? </a> <div id="answer-a-7" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> <a href="https://ec.europa.eu/consumers/odr/main/?event=main.home.show">Fill in the online complaint form.</a> We'll ask you for: the trader's contact details, information about your complaint and your contact details. <br /> <br /> <a href="https://ec.europa.eu/consumers/odr/userguide/" target="_blank">You'll also find step-by-step instructions in the user manual.</a> <br /> </p> </div> </li> <li class="faq-list-li"> <a href="#answer-a-8" name="question8" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer8"> I am a trader. Can I use this site to complain? </a> <div id="answer-a-8" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> Yes, some EU countries let you do this. These countries are Belgium, Germany, Luxembourg, Poland. </p> </div> </li> <li class="faq-list-li"> <a href="#answer-a-9" name="question9" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer9"> Can someone else submit the complaint on my behalf? </a> <div id="answer-a-9" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> Yes, a representative can do this. Your representative could be: a lawyer, legal advisor or any other person (e.g. family member, friend). <br /> </p> </div> </li> <li class="faq-list-li"> <a href="#answer-a-10" name="question10" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer10"> Which disputes can't I use this site for? </a> <div id="answer-a-10" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> Don't use this site if:<br /> <br /> 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 </p> </div> </li> <li class="faq-list-li"> <a href="#answer-a-11" name="question11" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer11"> Where can I find the trader's e-mail address? </a> <div id="answer-a-11" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> You can try: <br /> <br /> <ul> <li>their website</li> <li>the terms and conditions of your purchase</li> <li>the invoice</li> </ul> <br /> <br /> If you still can't find it, an <a href="https://ec.europa.eu/consumers/odr/main/?event=main.complaints.odrList">advisor</a> may be able to help. </p> </div> </li> <li class="faq-list-li"> <a href="#answer-a-12" name="question12" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer12"> Can I trust the resolution bodies on this site? </a> <div id="answer-a-12" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> Yes, under EU law they must be: transparent, independent, impartial, fair, effective. <br /> <br /> We only list them on this site once they've been approved by their own EU country. <br /> </p> </div> </li> <li class="faq-list-li"> <a href="#answer-a-13" name="question13" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer13"> Who decides which dispute resolution body will handle my complaint? </a> <div id="answer-a-13" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> 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 <a href="https://ec.europa.eu/consumers/odr/main/?event=main.complaints.odrList">advisor.</a> <br /> <br /> 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. <br /> <br /> The site will send you the list of suggested dispute resolution bodies. You can accept or reject the suggestions. <br /> <br /> 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 <a href="https://ec.europa.eu/consumers/odr/main/?event=main.complaints.odrList">advisor.</a> <br /> </p> </div> </li> <li class="faq-list-li"> <a href="#answer-a-14" name="question14" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer14"> Do I need to pay to submit a complaint? </a> <div id="answer-a-14" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> 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. <br /> <br /> How much will I have to pay? <a href="https://ec.europa.eu/consumers/odr/main/?event=main.adr.show">Each dispute resolution body charges different fees.</a> 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. </p> </div> </li> <li class="faq-list-li"> <a href="#answer-a-15" name="question15" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer15"> How long will the process take? </a> <div id="answer-a-15" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> The resolution body has up to 90 calendar days to decide the outcome. <br /> <br /> <i>It may need longer if your case is very complex. The resolution body will always tell you how much extra time it needs</i> </p> </div> </li> <li class="faq-list-li"> <a href="#answer-a-16" name="question16" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer16"> What happens if I do not receive a reply after the submission of the complaint? </a> <div id="answer-a-16" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> Check whether the information you gave in the complaint form – especially the e-mail address – is correct. <br /> <br /> The other party has <b>10 days</b> to reply. If you don't receive a reply within 10 days, you can contact an <a href="https://ec.europa.eu/consumers/odr/main/?event=main.complaints.odrList">advisor.</a> <br /> <br /> You have <b>30 calendar days </b> 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 <a href="https://ec.europa.eu/consumers/odr/main/?event=main.complaints.odrList">advisor</a> at the end of the 30 days to enquire about other means of redress. <br /> </p> </div> </li> <li class="faq-list-li"> <a href="#answer-a-17" name="question17" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer17"> Can I pull out of the process if I change my mind? </a> <div id="answer-a-17" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> 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. <br /> <br /> The dispute resolution body will always tell you its rules and procedures when it accepts your complaint. <br /> </p> </div> </li> <li class="faq-list-li"> <a href="#answer-a-18" name="question18" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer18"> Which language can I use on this site? </a> <div id="answer-a-18" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> The site is available in 23 EU languages plus Norwegian and Icelandic. <br /> <br /> 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. </p> </div> </li> <li class="faq-list-li"> <a href="#answer-a-19" name="question19" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer19"> What if my complaint is not resolved? </a> <div id="answer-a-19" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> You can:<br /> <br /> <ul> <li><a data-toggle="modal" href="#process-modal">try other means of redress</a></li> <li>contact an <a href="https://ec.europa.eu/consumers/odr/main/?event=main.complaints.odrList">advisor</a></li> </ul> </p> </div> </li> <li class="faq-list-li"> <a href="#answer-a-20" name="question20" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer20"> What happens to the personal data I entered in the complaint form? </a> <div id="answer-a-20" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> It will be automatically deleted from the site 6 months after your case has been closed. <br /> <br /> Before that time, your data will be protected under the relevant EU data protection laws. </p> </div> </li> <li class="faq-list-li"> <a href="#answer-a-21" name="question21" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer21"> Do I have to use the resolution body the trader suggests? </a> <div id="answer-a-21" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> No, you can reject this body. The trader will be notified and can then suggest a different body. <br /> <br /> 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 <a href="https://ec.europa.eu/consumers/odr/main/?event=main.complaints.odrList">advisor.</a> <br /> <br /> 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 <a href="https://ec.europa.eu/consumers/odr/main/?event=main.complaints.odrList">advisor.</a> <br /> </p> </div> </li> <li class="faq-list-li"> <a href="#answer-a-22" name="question22" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer22"> What happens if I click on the button "save and continue later"?

 </a> <div id="answer-a-22" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> 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'.<br /> <br /> 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. </p> </div> </li> <li class="faq-list-li"> <a href="#answer-a-23" name="question23" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer23"> Do I have to use the dispute resolution body suggested by the site?
 </a> <div id="answer-a-23" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> No, you can use the search function to find other dispute resolution bodies. </p> </div> </li> <li class="faq-list-li"> <a href="#answer-a-24" name="question24" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer24"> What happens if I request a new dispute resolution body? </a> <div id="answer-a-24" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> The party you are complaining about will receive a notification and can then suggest a different resolution body. <br /> <br /> 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 <a href="https://ec.europa.eu/consumers/odr/main/?event=main.complaints.odrList">advisor.</a> </p> </div> </li> <ul> </dd> <dt role="heading"> <button id="ecl-accordion-header-pan2" class="ecl-accordion__header" aria-controls="ecl-accordion-panel-pan2" aria-expanded="false"> <span class="ecl-accordion__header-icon ecl-icon ecl-icon--rounded ecl-u-bg-secondary ecl-icon--edit"> </span> Submitting a complaint </button> </dt> <dd id="ecl-accordion-panel-pan2" class="ecl-accordion__panel" role="region" aria-labelledby="ecl-accordion-header-pan2" aria-hidden="true"> <ul class="faq-list-ul"> <li class="faq-list-li"> <a href="#answer-b-1" name="question1" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer1"> Who can use this site? </a> <div id="answer-b-1" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> 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. <br /> <br /> Don't use this site if:<br /> <ul> <li>you're a consumer living outside the EU</li> <li>you're a consumer complaining about a trader established outside the EU</li> <li>you're a consumer complaining about another consumer</li> <li>you're a trader complaining about another trader</li> <li>your complaint is about goods or services bought offline (e.g. physically in a shop)</li> <li>your complaint is about higher education or healthcare services.</li> </ul> </p> </div> </li> <li class="faq-list-li"> <a href="#answer-b-2" name="question2" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer2"> I am a consumer. Do I have to register to submit a complaint? </a> <div id="answer-b-2" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> No. You can submit a complaint without registering. But we will ask you to register later – if the trader agrees to proceed. <br /> <br /> This is so we can check your identity. Registering will also help you track your complaint. We will store your details securely. <br /> <br /> <a href="https://ec.europa.eu/consumers/odr/security/?event=security.register">To register, fill in the registration form.</a> We'll send you an e-mail, asking you to confirm your registration. </p> </div> </li> <li class="faq-list-li"> <a href="#answer-b-3" name="question3" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer3"> How do I submit a complaint? </a> <div id="answer-b-3" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> <a href="https://ec.europa.eu/consumers/odr/main/?event=main.home.show">Fill in the online complaint form.</a> We'll ask you for: the trader's contact details, information about your complaint and your contact details. <br /> <br /> <a href="https://ec.europa.eu/consumers/odr/userguide/" target="_blank">You'll also find step-by-step instructions in the user manual.</a> <br /> </p> </div> </li> <li class="faq-list-li"> <a href="#answer-b-4" name="question4" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer4"> Can I save a draft of my complaint? </a> <div id="answer-b-4" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> 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. <br /> </p> </div> </li> <li class="faq-list-li"> <a href="#answer-b-5" name="question5" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer5"> Can I attach documents to my complaint? </a> <div id="answer-b-5" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> 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. </p> </div> </li> <li class="faq-list-li"> <a href="#answer-b-6" name="question6" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer6"> Which language can I use to submit a complaint? </a> <div id="answer-b-6" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> The complaint form is available in 23 EU languages plus Norwegian and Icelandic. </p> </div> </li> <li class="faq-list-li"> <a href="#answer-b-7" name="question7" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer7"> Do I need to pay to submit a complaint? </a> <div id="answer-b-7" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> 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. <br /> <br /> How much will I have to pay? <a href="https://ec.europa.eu/consumers/odr/main/?event=main.adr.show">Each dispute resolution body charges different fees.</a> 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. </p> </div> </li> <li class="faq-list-li"> <a href="#answer-b-8" name="question8" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer8"> Can someone else submit the complaint on my behalf? </a> <div id="answer-b-8" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> Yes, a representative can do this. Your representative could be: a lawyer, legal advisor or any other person (e.g. family member, friend). <br /> </p> </div> </li> <li class="faq-list-li"> <a href="#answer-b-9" name="question9" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer9"> Should I contact the trader before I submit a complaint on this site? </a> <div id="answer-b-9" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> 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. <a href="https://ec.europa.eu/consumers/odr/main/?event=main.adr.show">You can read the rules for each body here.</a> <br /> </p> </div> </li> <li class="faq-list-li"> <a href="#answer-b-10" name="question10" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer10"> Who do you send my complaint to? </a> <div id="answer-b-10" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> 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. <br /> </p> </div> </li> <li class="faq-list-li"> <a href="#answer-b-11" name="question11" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer11"> Where can I find the trader's e-mail address? </a> <div id="answer-b-11" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> You can try: <br /> <br /> <ul> <li>their website</li> <li>the terms and conditions of the purchase</li> <li>the invoice</li> </ul> <br /> <br /> If you still can't find it, an <a href="https://ec.europa.eu/consumers/odr/main/?event=main.complaints.odrList">advisor</a> may be able to help. </p> </div> </li> <li class="faq-list-li"> <a href="#answer-b-12" name="question12" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer12"> Who do I contact if I have questions? </a> <div id="answer-b-12" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> If you need help, contact an <a href="https://ec.europa.eu/consumers/odr/main/?event=main.complaints.odrList">advisor.</a> <br /> <br /> 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. <br /> </p> </div> </li> <li class="faq-list-li"> <a href="#answer-b-13" name="question13" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer13"> How do I track a complaint? </a> <div id="answer-b-13" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> 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. </p> </div> </li> <li class="faq-list-li"> <a href="#answer-b-14" name="question14" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer14"> Can I pull out of the process if I change my mind? </a> <div id="answer-b-14" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> 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. <br /> <br /> The dispute resolution body will always tell you its rules and procedures when it accepts your complaint. <br /> </p> </div> </li> </ul> </dd> <dt role="heading"> <button id="ecl-accordion-header-pan3" class="ecl-accordion__header" aria-controls="ecl-accordion-panel-pan3" aria-expanded="false"> <span class="ecl-accordion__header-icon ecl-icon ecl-icon--rounded ecl-u-bg-secondary ecl-icon--feedback"> </span> Agreeing on a dispute resolution body </button> </dt> <dd id="ecl-accordion-panel-pan3" class="ecl-accordion__panel" role="region" aria-labelledby="ecl-accordion-header-pan3" aria-hidden="true"> <ul class="faq-list-ul"> <li class="faq-list-li"> <a href="#answer-c-1" name="question1" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer1"> Will the European Commission handle the complaint? </a> <div id="answer-c-1" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> No. It will be a dispute resolution body listed on this site. The Commission runs this site, but doesn't handle the individual complaints. </p> </div> </li> <li class="faq-list-li"> <a href="#answer-c-2" name="question2" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer2"> Can I trust the dispute resolution bodies on this site? </a> <div id="answer-c-2" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> Yes, under EU law they must be: transparent, independent, impartial, fair, effective. <br /> <br /> We only list them on this site once they've been approved by their own EU country or in Norway, Iceland or Liechtenstein. <br /> </p> </div> </li> <li class="faq-list-li"> <a href="#answer-c-3" name="question3" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer3"> Who decides which dispute resolution body will handle my complaint? </a> <div id="answer-c-3" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> 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 <a href="https://ec.europa.eu/consumers/odr/main/?event=main.complaints.odrList">advisor.</a> <br /> <br /> 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. <br /> <br /> The site will send you the list of suggested dispute resolution bodies. You can accept or reject the suggestions. <br /> <br /> 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 <a href="https://ec.europa.eu/consumers/odr/main/?event=main.complaints.odrList">advisor.</a> <br /> </p> </div> </li> <li class="faq-list-li"> <a href="#answer-c-4" name="question4" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer4"> What happens when the dispute resolution body is agreed on? </a> <div id="answer-c-4" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> The site automatically sends the complaint to the agreed body.<br /> </p> </div> </li> <li class="faq-list-li"> <a href="#answer-c-5" name="question5" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer5"> I want to find out more about the dispute resolution body suggested. </a> <div id="answer-c-5" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> <a href="https://ec.europa.eu/consumers/odr/main/?event=main.adr.show">Information on all the resolution bodies linked to this site.</a> This information will include: <ul> <li>any fees they may charge</li> <li>their rules and procedures</li> <li>possible outcomes.</li> </ul> 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. <br /> </p> </div> </li> <li class="faq-list-li"> <a href="#answer-c-6" name="question6" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer6"> The resolution body does not speak my language. What can I do? </a> <div id="answer-c-6" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> The site is available in 23 EU languages plus Norwegian and Icelandic. <br /> <br /> 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. <br /> </p> </div> </li> </ul> </dd> <dt role="heading"> <button id="ecl-accordion-header-pan4" class="ecl-accordion__header" aria-controls="ecl-accordion-panel-pan4" aria-expanded="false"> <span class="ecl-accordion__header-icon ecl-icon ecl-icon--rounded ecl-u-bg-secondary ecl-icon--regulation"> </span> Complaint handling by a dispute resolution body </button> </dt> <dd id="ecl-accordion-panel-pan4" class="ecl-accordion__panel" role="region" aria-labelledby="ecl-accordion-header-pan4" aria-hidden="true"> <ul class="faq-list-ul"> <li class="faq-list-li"> <a href="#answer-d-1" name="question1" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer1"> What happens after the complaint is sent to the resolution body? </a> <div id="answer-d-1" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> 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. <br /> </p> </div> </li> <li class="faq-list-li"> <a href="#answer-d-2" name="question2" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer2"> Will the resolution body use this site to handle the complaint? </a> <div id="answer-d-2" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> 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. </p> </div> </li> <li class="faq-list-li"> <a href="#answer-d-3" name="question3" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer3"> Can the resolution body refuse to handle the complaint? </a> <div id="answer-d-3" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> Yes. The complaint might be refused for one of these reasons: <br /> <br /> <ul> <li>the consumer did not contact the other trader first to sort out the matter bilaterally</li> <li>the complaint is deemed frivolous or vexatious;</li> <li>the complaint is being/has been handled by another resolution body or a court;</li> <li>the value of the claim is below a specified amount;</li> <li>the value of the claim is above a specified amount;</li> <li>the complainant didn't complain to the resolution body within the specified time limit;</li> <li>handling this type of complaint would make the dispute resolution body less effective.</li> </ul> <br /> </p> </div> </li> <li class="faq-list-li"> <a href="#answer-d-4" name="question4" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer4"> How long will the process take? </a> <div id="answer-d-4" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> The dispute resolution body has up to 90 calendar days to decide the outcome. <br /> <br /> <i>It may need longer if your case is very complex. It will always tell you how much extra time it needs.</i> </p> </div> </li> <li class="faq-list-li"> <a href="#answer-d-5" name="question5" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer5"> Is there anything I need to do while the dispute resolution body handles the complaint? </a> <div id="answer-d-5" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> 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. <br /> </p> </div> </li> <li class="faq-list-li"> <a href="#answer-d-6" name="question6" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer6"> How do I track the complaint? </a> <div id="answer-d-6" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> 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. <br /> </p> </div> </li> <li class="faq-list-li"> <a href="#answer-d-7" name="question7" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer7"> Can I contact the dispute resolution body while it's dealing with the complaint? </a> <div id="answer-d-7" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> Yes. You can use the special discussion forum that appears on your screen when you view the complaint. </p> </div> </li> <li class="faq-list-li"> <a href="#answer-d-8" name="question8" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer8"> Can I pull out of the process if I change my mind? </a> <div id="answer-d-8" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> 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. <br /> <br /> The dispute resolution body will always tell you its rules and procedures when it accepts your complaint. <br /> </p> </div> </li> <li class="faq-list-li"> <a href="#answer-d-9" name="question9" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer9"> When will I receive the outcome? </a> <div id="answer-d-9" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> The dispute resolution body has up to 90 calendar days to decide the outcome. <br /> <br /> <i>It may need longer if your case is very complex. The dispute resolution body will always tell you how much extra time it needs.</i> </p> </div> </li> <li class="faq-list-li"> <a href="#answer-d-10" name="question10" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer10"> What are the possible outcomes? </a> <div id="answer-d-10" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> It depends on the procedure that the dispute resolution body follows. It might: <br /> <br /> 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. <br /> <br /> 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. <br /> </p> </div> </li> </ul> </dd> <dt role="heading"> <button id="ecl-accordion-header-pan5" class="ecl-accordion__header" aria-controls="ecl-accordion-panel-pan5" aria-expanded="false"> <span class="ecl-accordion__header-icon ecl-icon ecl-icon--rounded ecl-u-bg-secondary ecl-icon--package"> </span> Outcome and closure </button> </dt> <dd id="ecl-accordion-panel-pan5" class="ecl-accordion__panel" role="region" aria-labelledby="ecl-accordion-header-pan5" aria-hidden="true"> <ul class="faq-list-ul"> <li class="faq-list-li"> <a href="#answer-e-1" name="question1" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer1"> Is the outcome binding? </a> <div id="answer-e-1" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> No, not always – it depends on the type of resolution body. <br /> <br /> 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. <br /> </p> </div> </li> <li class="faq-list-li"> <a href="#answer-e-2" name="question2" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer2"> Is the outcome binding for the trader? </a> <div id="answer-e-2" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> Not always – it depends on the type of dispute resolution body. <br /> <br /> How to find out: Check the list of <a href="https://ec.europa.eu/consumers/odr/main/?event=main.adr.show">possible outcomes – by resolution body</a> 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. <br /> </p> </div> </li> <li class="faq-list-li"> <a href="#answer-e-3" name="question3" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer3"> What if I disagree with the outcome? </a> <div id="answer-e-3" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> 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. <br /> <br /> The dispute resolution body will tell you its rules & procedures when it takes on your complaint. <br /> </p> </div> </li> <li class="faq-list-li"> <a href="#answer-e-4" name="question4" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer4"> What if the complaint is not resolved? </a> <div id="answer-e-4" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> You can: <br /> <br /> <ul> <li><a data-toggle="modal" href="#process-modal">try other means of redress</a></li> <li>contact an <a href="https://ec.europa.eu/consumers/odr/main/?event=main.complaints.odrList">advisor</a></li> </ul> </p> </div> </li> <li class="faq-list-li"> <a href="#answer-e-5" name="question5" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer5"> The outcome is not in my language. Can I have it translated? </a> <div id="answer-e-5" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> 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. <br /> </p> </div> </li> <li class="faq-list-li"> <a href="#answer-e-6" name="question6" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer6"> The complaint is closed. What does this mean? </a> <div id="answer-e-6" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> 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. <br /> <br /> 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. <br /> </p> </div> </li> <li class="faq-list-li"> <a href="#answer-e-7" name="question7" data-toggle="collapse" data-parent="#question-list" aria-expanded="false" aria-controls="answer7"> My case is closed, but I still have questions. Who can I contact? </a> <div id="answer-e-7" class="panel-collapse collapse" role="tabpanel"> <p class="ecl-paragraph faq-list-content"> If you need help, contact an <a href="https://ec.europa.eu/consumers/odr/main/?event=main.complaints.odrList">advisor.</a> 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. </p> </div> </li> </ul> </dd> </dl> </section> <section id="inline-nav-2"> <h2 class="ecl-heading ecl-heading--h2"> User guide </h2> <p class="ecl-paragraph"> You can view our detailed <a class="ecl-link" href="https://ec.europa.eu/consumers/odr/userguide" target="_blank">user guide</a> for a step-by-step tutorial for using the ODR platform. </p> </section> <section id="inline-nav-3"> <h2 class="ecl-heading ecl-heading--h2"> Contact advisor </h2> <p class="ecl-paragraph"> 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. <br> <br> Select your country to find your national ODR contact point: <select data-toggle="filter" autocomplete="off"> <option value=""> Select country </option> <option value="AT" >Austria</option> <option value="BE" >Belgium</option> <option value="BG" >Bulgaria</option> <option value="HR" >Croatia</option> <option value="CY" >Cyprus</option> <option value="CZ" >Czech Republic</option> <option value="DK" >Denmark</option> <option value="EE" >Estonia</option> <option value="FI" >Finland</option> <option value="FR" >France</option> <option value="DE" >Germany</option> <option value="GR" >Greece</option> <option value="HU" >Hungary</option> <option value="IS" >Iceland</option> <option value="IE" >Ireland</option> <option value="IT" >Italy</option> <option value="LV" >Latvia</option> <option value="LI" >Liechtenstein</option> <option value="LT" >Lithuania</option> <option value="LU" >Luxembourg</option> <option value="MT" >Malta</option> <option value="NL" >Netherlands</option> <option value="NO" >Norway</option> <option value="PL" >Poland</option> <option value="PT" >Portugal</option> <option value="RO" >Romania</option> <option value="SK" >Slovakia</option> <option value="SI" >Slovenia</option> <option value="ES" >Spain</option> <option value="SE" >Sweden</option> </select> </p> <p class="ecl-paragraph"> <ul style="padding-left: 0px;"> <li class="ecl-list-item hide" id="panel_95653" data-filter="AT"> <div class="ecl-link ecl-list-item__link"> <div class="ecl-u-sr-only"> </div> <div class="ecl-list-item__primary"> <img alt="Director-General John Doe" src="https://ec.europa.eu/consumers/odr/resources/public2/images/default_profile_image.png" /> </div> <div class="ecl-list-item__body"> <h3 class="ecl-list-item__title ecl-heading ecl-heading--h3"> National contact point - Austria </h3> <div class="ecl-list-item__meta"> <div class="ecl-meta"> <span class="ecl-meta__item"> Mariahilfer Straße 81 <br /> 1060 Wien<br /> Austria </span> <br /> <br /> <span class="ecl-icon ecl-icon--envelope"> Email address : <a href="mailto:odr@europakonsument.at"> odr@europakonsument.at </a> </span> </div> </div> </div> </div> </li> <li class="ecl-list-item hide" id="panel_95717" data-filter="BE"> <div class="ecl-link ecl-list-item__link"> <div class="ecl-u-sr-only"> </div> <div class="ecl-list-item__primary"> <img alt="Director-General John Doe" src="https://ec.europa.eu/consumers/odr/resources/public2/images/default_profile_image.png" /> </div> <div class="ecl-list-item__body"> <h3 class="ecl-list-item__title ecl-heading ecl-heading--h3"> National contact point - Belgium </h3> <div class="ecl-list-item__meta"> <div class="ecl-meta"> <span class="ecl-meta__item"> Hollandstraat 13 Rue de Hollande <br /> 1060 Brussel<br /> Belgium </span> <br /> <br /> <span class="ecl-icon ecl-icon--phone"> Phone : 0032 2 892 37 12<small> </small> </span><br /> <span class="ecl-icon ecl-icon--fax"> Fax : 0032 2 542 32 43 </span><br /> <span class="ecl-icon ecl-icon--envelope"> Email address : <a href="mailto:odr@eccbelgium.be"> odr@eccbelgium.be </a> </span> </div> </div> </div> </div> </li> <li class="ecl-list-item hide" id="panel_95787" data-filter="BG"> <div class="ecl-link ecl-list-item__link"> <div class="ecl-u-sr-only"> </div> <div class="ecl-list-item__primary"> <img alt="Director-General John Doe" src="https://ec.europa.eu/consumers/odr/resources/public2/images/default_profile_image.png" /> </div> <div class="ecl-list-item__body"> <h3 class="ecl-list-item__title ecl-heading ecl-heading--h3"> National contact point - Bulgaria </h3> <div class="ecl-list-item__meta"> <div class="ecl-meta"> <span class="ecl-meta__item"> str. Bacho Kiro No 14 <br /> 1000 Sofia<br /> Bulgaria </span> <br /> <br /> <span class="ecl-icon ecl-icon--phone"> Phone : 0035929867672<small> </small> </span><br /> <span class="ecl-icon ecl-icon--fax"> Fax : </span><br /> <span class="ecl-icon ecl-icon--envelope"> Email address : <a href="mailto:info@ecc.bg"> info@ecc.bg </a> </span> </div> </div> </div> </div> </li> <li class="ecl-list-item hide" id="panel_95755" data-filter="HR"> <div class="ecl-link ecl-list-item__link"> <div class="ecl-u-sr-only"> </div> <div class="ecl-list-item__primary"> <img alt="Director-General John Doe" src="https://ec.europa.eu/consumers/odr/resources/public2/images/default_profile_image.png" /> </div> <div class="ecl-list-item__body"> <h3 class="ecl-list-item__title ecl-heading ecl-heading--h3"> National contact point - Croatia </h3> <div class="ecl-list-item__meta"> <div class="ecl-meta"> <span class="ecl-meta__item"> Ulica grada Vukovara 78 <br /> 10000 Zagreb<br /> Croatia </span> <br /> <br /> <span class="ecl-icon ecl-icon--phone"> Phone : 00385 1 6109 439<small> </small> </span><br /> <span class="ecl-icon ecl-icon--fax"> Fax : </span><br /> <span class="ecl-icon ecl-icon--envelope"> Email address : <a href="mailto:ecc-croatia@mingor.hr"> ecc-croatia@mingor.hr </a> </span> </div> </div> </div> </div> </li> <li class="ecl-list-item hide" id="panel_95744" data-filter="CY"> <div class="ecl-link ecl-list-item__link"> <div class="ecl-u-sr-only"> </div> <div class="ecl-list-item__primary"> <img alt="Director-General John Doe" src="https://ec.europa.eu/consumers/odr/resources/public2/images/default_profile_image.png" /> </div> <div class="ecl-list-item__body"> <h3 class="ecl-list-item__title ecl-heading ecl-heading--h3"> National contact point - Cyprus </h3> <div class="ecl-list-item__meta"> <div class="ecl-meta"> <span class="ecl-meta__item"> Agapinoros 2, Iris Court <br /> 1421 Nicosia<br /> Cyprus </span> <br /> <br /> <span class="ecl-icon ecl-icon--phone"> Phone : 00357 22867177<small> </small> </span><br /> <span class="ecl-icon ecl-icon--fax"> Fax : 00357 22375120 </span><br /> <span class="ecl-icon ecl-icon--envelope"> Email address : <a href="mailto:oxinari@mcit.gov.cy"> oxinari@mcit.gov.cy </a> </span> </div> </div> </div> </div> </li> <li class="ecl-list-item hide" id="panel_95745" data-filter="CZ"> <div class="ecl-link ecl-list-item__link"> <div class="ecl-u-sr-only"> </div> <div class="ecl-list-item__primary"> <img alt="Director-General John Doe" src="https://ec.europa.eu/consumers/odr/resources/public2/images/default_profile_image.png" /> </div> <div class="ecl-list-item__body"> <h3 class="ecl-list-item__title ecl-heading ecl-heading--h3"> National contact point - Czech Republic </h3> <div class="ecl-list-item__meta"> <div class="ecl-meta"> <span class="ecl-meta__item"> Štěpánská 15, <br /> 120 00 Praha 2<br /> Czech Republic </span> <br /> <br /> <span class="ecl-icon ecl-icon--phone"> Phone : 420.296.366.155<small> </small> </span><br /> <span class="ecl-icon ecl-icon--fax"> Fax : </span><br /> <span class="ecl-icon ecl-icon--envelope"> Email address : <a href="mailto:esc@coi.cz"> esc@coi.cz </a> </span> </div> </div> </div> </div> </li> <li class="ecl-list-item hide" id="panel_95746" data-filter="DK"> <div class="ecl-link ecl-list-item__link"> <div class="ecl-u-sr-only"> </div> <div class="ecl-list-item__primary"> <img alt="Director-General John Doe" src="https://ec.europa.eu/consumers/odr/resources/public2/images/default_profile_image.png" /> </div> <div class="ecl-list-item__body"> <h3 class="ecl-list-item__title ecl-heading ecl-heading--h3"> National contact point - Denmark </h3> <div class="ecl-list-item__meta"> <div class="ecl-meta"> <span class="ecl-meta__item"> Carl Jacobsens Vej 35 <br /> 2500 Valby<br /> Denmark </span> <br /> <br /> <span class="ecl-icon ecl-icon--phone"> Phone : 0045 4171 5334<small> </small> </span><br /> <span class="ecl-icon ecl-icon--fax"> Fax : </span><br /> <span class="ecl-icon ecl-icon--envelope"> Email address : <a href="mailto:odr@forbrugereuropa.dk"> odr@forbrugereuropa.dk </a> </span> </div> </div> </div> </div> </li> <li class="ecl-list-item hide" id="panel_95747" data-filter="EE"> <div class="ecl-link ecl-list-item__link"> <div class="ecl-u-sr-only"> </div> <div class="ecl-list-item__primary"> <img alt="Director-General John Doe" src="https://ec.europa.eu/consumers/odr/resources/public2/images/default_profile_image.png" /> </div> <div class="ecl-list-item__body"> <h3 class="ecl-list-item__title ecl-heading ecl-heading--h3"> National contact point - Estonia </h3> <div class="ecl-list-item__meta"> <div class="ecl-meta"> <span class="ecl-meta__item"> Rahukohtu 2 <br /> 10130 Tallinn<br /> Estonia </span> <br /> <br /> <span class="ecl-icon ecl-icon--phone"> Phone : +3726201736<small> </small> </span><br /> <span class="ecl-icon ecl-icon--fax"> Fax : 3726201701 </span><br /> <span class="ecl-icon ecl-icon--envelope"> Email address : <a href="mailto:odr@consumer.ee"> odr@consumer.ee </a> </span> </div> </div> </div> </div> </li> <li class="ecl-list-item hide" id="panel_96256" data-filter="FI"> <div class="ecl-link ecl-list-item__link"> <div class="ecl-u-sr-only"> </div> <div class="ecl-list-item__primary"> <img alt="Director-General John Doe" src="https://ec.europa.eu/consumers/odr/resources/public2/images/default_profile_image.png" /> </div> <div class="ecl-list-item__body"> <h3 class="ecl-list-item__title ecl-heading ecl-heading--h3"> National contact point - Finland </h3> <div class="ecl-list-item__meta"> <div class="ecl-meta"> <span class="ecl-meta__item"> Lintulahdenkuja 2 <br /> 00530 Helsinki<br /> Finland </span> <br /> <br /> <span class="ecl-icon ecl-icon--phone"> Phone : 00358 9 5110 1205<small> </small> </span><br /> <span class="ecl-icon ecl-icon--fax"> Fax : </span><br /> <span class="ecl-icon ecl-icon--envelope"> Email address : <a href="mailto:odr@kkv.fi"> odr@kkv.fi </a> </span> </div> </div> </div> </div> </li> <li class="ecl-list-item hide" id="panel_104600" data-filter="FR"> <div class="ecl-link ecl-list-item__link"> <div class="ecl-u-sr-only"> </div> <div class="ecl-list-item__primary"> <img alt="Director-General John Doe" src="https://ec.europa.eu/consumers/odr/resources/public2/images/default_profile_image.png" /> </div> <div class="ecl-list-item__body"> <h3 class="ecl-list-item__title ecl-heading ecl-heading--h3"> National contact point - France </h3> <div class="ecl-list-item__meta"> <div class="ecl-meta"> <span class="ecl-meta__item"> Bahnhofsplatz 3 <br /> 77694 Kehl<br /> Germany </span> <br /> <br /> <small><i>Le contact est disponible uniquement par e-mail</i></small><br/> <span class="ecl-icon ecl-icon--envelope"> Email address : <a href="mailto:odr-france@cec-zev.eu"> odr-france@cec-zev.eu </a> </span> </div> </div> </div> </div> </li> <li class="ecl-list-item hide" id="panel_98191" data-filter="DE"> <div class="ecl-link ecl-list-item__link"> <div class="ecl-u-sr-only"> </div> <div class="ecl-list-item__primary"> <img alt="Director-General John Doe" src="https://ec.europa.eu/consumers/odr/resources/public2/images/default_profile_image.png" /> </div> <div class="ecl-list-item__body"> <h3 class="ecl-list-item__title ecl-heading ecl-heading--h3"> National contact point - Germany </h3> <div class="ecl-list-item__meta"> <div class="ecl-meta"> <span class="ecl-meta__item"> Bahnhofsplatz 3 <br /> 77694 Kehl<br /> Germany </span> <br /> <br /> <span class="ecl-icon ecl-icon--phone"> Phone : 0049 7851 991 48 60<small> (Tue – Thu: from 9 to 12 and from 13 to 17) </small> </span><br /> <span class="ecl-icon ecl-icon--fax"> Fax : 0049 7851 991 48 11 </span><br /> <span class="ecl-icon ecl-icon--envelope"> Email address : <a href="mailto:odr@evz.de"> odr@evz.de </a> </span> </div> </div> </div> </div> </li> <li class="ecl-list-item hide" id="panel_96258" data-filter="GR"> <div class="ecl-link ecl-list-item__link"> <div class="ecl-u-sr-only"> </div> <div class="ecl-list-item__primary"> <img alt="Director-General John Doe" src="https://ec.europa.eu/consumers/odr/resources/public2/images/default_profile_image.png" /> </div> <div class="ecl-list-item__body"> <h3 class="ecl-list-item__title ecl-heading ecl-heading--h3"> National contact point - Greece </h3> <div class="ecl-list-item__meta"> <div class="ecl-meta"> <span class="ecl-meta__item"> L. Alexandras 144 <br /> 11471 Athens<br /> Greece </span> <br /> <br /> <span class="ecl-icon ecl-icon--phone"> Phone : +30 2106460284<small> </small> </span><br /> <span class="ecl-icon ecl-icon--fax"> Fax : +30 2106460784 </span><br /> <span class="ecl-icon ecl-icon--envelope"> Email address : <a href="mailto:info@eccgreece.gr"> info@eccgreece.gr </a> </span> </div> </div> </div> </div> </li> <li class="ecl-list-item hide" id="panel_95809" data-filter="HU"> <div class="ecl-link ecl-list-item__link"> <div class="ecl-u-sr-only"> </div> <div class="ecl-list-item__primary"> <img alt="Director-General John Doe" src="https://ec.europa.eu/consumers/odr/resources/public2/images/default_profile_image.png" /> </div> <div class="ecl-list-item__body"> <h3 class="ecl-list-item__title ecl-heading ecl-heading--h3"> National contact point - Hungary </h3> <div class="ecl-list-item__meta"> <div class="ecl-meta"> <span class="ecl-meta__item"> Nemzetgazdasági Minisztérium Európai Fogyasztói Központ <br /> 1358 Budapest, Pf. 17.<br /> Hungary </span> <br /> <br /> <span class="ecl-icon ecl-icon--phone"> Phone : +3617955233<small> </small> </span><br /> <span class="ecl-icon ecl-icon--fax"> Fax : </span><br /> <span class="ecl-icon ecl-icon--envelope"> Email address : <a href="mailto:odr@ngm.gov.hu"> odr@ngm.gov.hu </a> </span> </div> </div> </div> </div> </li> <li class="ecl-list-item hide" id="panel_162311" data-filter="IS"> <div class="ecl-link ecl-list-item__link"> <div class="ecl-u-sr-only"> </div> <div class="ecl-list-item__primary"> <img alt="Director-General John Doe" src="https://ec.europa.eu/consumers/odr/resources/public2/images/default_profile_image.png" /> </div> <div class="ecl-list-item__body"> <h3 class="ecl-list-item__title ecl-heading ecl-heading--h3"> National contact point - Iceland </h3> <div class="ecl-list-item__meta"> <div class="ecl-meta"> <span class="ecl-meta__item"> Hverfisgata 105 <br /> 101 Reykjavik<br /> Iceland </span> <br /> <br /> <span class="ecl-icon ecl-icon--phone"> Phone : +354 545 1200<small> </small> </span><br /> <span class="ecl-icon ecl-icon--fax"> Fax : +354 545 1212 </span><br /> <span class="ecl-icon ecl-icon--envelope"> Email address : <a href="mailto:ns@ns.is"> ns@ns.is </a> </span> </div> </div> </div> </div> </li> <li class="ecl-list-item hide" id="panel_96259" data-filter="IE"> <div class="ecl-link ecl-list-item__link"> <div class="ecl-u-sr-only"> </div> <div class="ecl-list-item__primary"> <img alt="Director-General John Doe" src="https://ec.europa.eu/consumers/odr/resources/public2/images/default_profile_image.png" /> </div> <div class="ecl-list-item__body"> <h3 class="ecl-list-item__title ecl-heading ecl-heading--h3"> National contact point - Ireland </h3> <div class="ecl-list-item__meta"> <div class="ecl-meta"> <span class="ecl-meta__item"> ODR Contact Point for Ireland, ECC Ireland, MACRO Centre, 1 Green Street, <br /> D07 X6NR Dublin 7<br /> Ireland </span> <br /> <br /> <span class="ecl-icon ecl-icon--phone"> Phone : 0035318797620<small> </small> </span><br /> <span class="ecl-icon ecl-icon--fax"> Fax : 0035318734328 </span><br /> <span class="ecl-icon ecl-icon--envelope"> Email address : <a href="mailto:info@odr.ie"> info@odr.ie </a> </span> </div> </div> </div> </div> </li> <li class="ecl-list-item hide" id="panel_96437" data-filter="IT"> <div class="ecl-link ecl-list-item__link"> <div class="ecl-u-sr-only"> </div> <div class="ecl-list-item__primary"> <img alt="Director-General John Doe" src="https://ec.europa.eu/consumers/odr/resources/public2/images/default_profile_image.png" /> </div> <div class="ecl-list-item__body"> <h3 class="ecl-list-item__title ecl-heading ecl-heading--h3"> National contact point - Italy </h3> <div class="ecl-list-item__meta"> <div class="ecl-meta"> <span class="ecl-meta__item"> Largo Alessandro Vessella, 31 <br /> 00199 Roma<br /> Italy </span> <br /> <br /> <span class="ecl-icon ecl-icon--phone"> Phone : 0039 0644238090<small> </small> </span><br /> <span class="ecl-icon ecl-icon--fax"> Fax : 0039 0644170285 </span><br /> <span class="ecl-icon ecl-icon--envelope"> Email address : <a href="mailto:odr@ecc-netitalia.it"> odr@ecc-netitalia.it </a> </span> </div> </div> </div> </div> </li> <li class="ecl-list-item hide" id="panel_96261" data-filter="LV"> <div class="ecl-link ecl-list-item__link"> <div class="ecl-u-sr-only"> </div> <div class="ecl-list-item__primary"> <img alt="Director-General John Doe" src="https://ec.europa.eu/consumers/odr/resources/public2/images/default_profile_image.png" /> </div> <div class="ecl-list-item__body"> <h3 class="ecl-list-item__title ecl-heading ecl-heading--h3"> National contact point - Latvia </h3> <div class="ecl-list-item__meta"> <div class="ecl-meta"> <span class="ecl-meta__item"> Brivibas street 55-207 <br /> LV1010 Riga<br /> Latvia </span> <br /> <br /> <span class="ecl-icon ecl-icon--phone"> Phone : +371 67388625<small> </small> </span><br /> <span class="ecl-icon ecl-icon--fax"> Fax : </span><br /> <span class="ecl-icon ecl-icon--envelope"> Email address : <a href="mailto:info@ecclatvia.lv"> info@ecclatvia.lv </a> </span> </div> </div> </div> </div> </li> <li class="ecl-list-item hide" id="panel_123424" data-filter="LI"> <div class="ecl-link ecl-list-item__link"> <div class="ecl-u-sr-only"> </div> <div class="ecl-list-item__primary"> <img alt="Director-General John Doe" src="https://ec.europa.eu/consumers/odr/resources/public2/images/default_profile_image.png" /> </div> <div class="ecl-list-item__body"> <h3 class="ecl-list-item__title ecl-heading ecl-heading--h3"> National contact point - Liechtenstein </h3> <div class="ecl-list-item__meta"> <div class="ecl-meta"> <span class="ecl-meta__item"> Postfach 684 <br /> 9490 Vaduz<br /> Liechtenstein </span> <br /> <br /> <span class="ecl-icon ecl-icon--phone"> Phone : +423 236 68 71<small> </small> </span><br /> <span class="ecl-icon ecl-icon--fax"> Fax : </span><br /> <span class="ecl-icon ecl-icon--envelope"> Email address : <a href="mailto:info.avw@llv.li"> info.avw@llv.li </a> </span> </div> </div> </div> </div> </li> <li class="ecl-list-item hide" id="panel_95757" data-filter="LT"> <div class="ecl-link ecl-list-item__link"> <div class="ecl-u-sr-only"> </div> <div class="ecl-list-item__primary"> <img alt="Director-General John Doe" src="https://ec.europa.eu/consumers/odr/resources/public2/images/default_profile_image.png" /> </div> <div class="ecl-list-item__body"> <h3 class="ecl-list-item__title ecl-heading ecl-heading--h3"> National contact point - Lithuania </h3> <div class="ecl-list-item__meta"> <div class="ecl-meta"> <span class="ecl-meta__item"> Vilniaus g. 25, <br /> LT-01402 Vilnius<br /> Lithuania </span> <br /> <br /> <span class="ecl-icon ecl-icon--phone"> Phone : + 370 5 262 6751<small> </small> </span><br /> <span class="ecl-icon ecl-icon--fax"> Fax : </span><br /> <span class="ecl-icon ecl-icon--envelope"> Email address : <a href="mailto:egs@vvtat.lt"> egs@vvtat.lt </a> </span> </div> </div> </div> </div> </li> <li class="ecl-list-item hide" id="panel_98650" data-filter="LU"> <div class="ecl-link ecl-list-item__link"> <div class="ecl-u-sr-only"> </div> <div class="ecl-list-item__primary"> <img alt="Director-General John Doe" src="https://ec.europa.eu/consumers/odr/resources/public2/images/default_profile_image.png" /> </div> <div class="ecl-list-item__body"> <h3 class="ecl-list-item__title ecl-heading ecl-heading--h3"> National contact point - Luxembourg </h3> <div class="ecl-list-item__meta"> <div class="ecl-meta"> <span class="ecl-meta__item"> 2A, rue Kalchesbrück <br /> 1852 Luxembourg<br /> Luxembourg </span> <br /> <br /> <span class="ecl-icon ecl-icon--phone"> Phone : +352 26 84 64 1<small> </small> </span><br /> <span class="ecl-icon ecl-icon--fax"> Fax : +352 26 84 57 61 </span><br /> <span class="ecl-icon ecl-icon--envelope"> Email address : <a href="mailto:info@cecluxembourg.lu"> info@cecluxembourg.lu </a> </span> </div> </div> </div> </div> </li> <li class="ecl-list-item hide" id="panel_96262" data-filter="MT"> <div class="ecl-link ecl-list-item__link"> <div class="ecl-u-sr-only"> </div> <div class="ecl-list-item__primary"> <img alt="Director-General John Doe" src="https://ec.europa.eu/consumers/odr/resources/public2/images/default_profile_image.png" /> </div> <div class="ecl-list-item__body"> <h3 class="ecl-list-item__title ecl-heading ecl-heading--h3"> National contact point - Malta </h3> <div class="ecl-list-item__meta"> <div class="ecl-meta"> <span class="ecl-meta__item"> ECC Net Malta, 'Consumer House', 47A, South Str. <br /> Valletta<br /> Malta </span> <br /> <br /> <span class="ecl-icon ecl-icon--phone"> Phone : 35621221901<small> </small> </span><br /> <span class="ecl-icon ecl-icon--fax"> Fax : 35621221902 </span><br /> <span class="ecl-icon ecl-icon--envelope"> Email address : <a href="mailto:odrmalta@mccaa.org.mt"> odrmalta@mccaa.org.mt </a> </span> </div> </div> </div> </div> </li> <li class="ecl-list-item hide" id="panel_95759" data-filter="NL"> <div class="ecl-link ecl-list-item__link"> <div class="ecl-u-sr-only"> </div> <div class="ecl-list-item__primary"> <img alt="Director-General John Doe" src="https://ec.europa.eu/consumers/odr/resources/public2/images/default_profile_image.png" /> </div> <div class="ecl-list-item__body"> <h3 class="ecl-list-item__title ecl-heading ecl-heading--h3"> National contact point - Netherlands </h3> <div class="ecl-list-item__meta"> <div class="ecl-meta"> <span class="ecl-meta__item"> Postbus 487 <br /> 3500AL Utrecht<br /> Netherlands </span> <br /> <br /> <span class="ecl-icon ecl-icon--phone"> Phone : 0031 30 232 6441<small> </small> </span><br /> <span class="ecl-icon ecl-icon--fax"> Fax : 0031 30 234 2727 </span><br /> <span class="ecl-icon ecl-icon--envelope"> Email address : <a href="mailto:info@odrnederland.nl"> info@odrnederland.nl </a> </span> </div> </div> </div> </div> </li> <li class="ecl-list-item hide" id="panel_117166" data-filter="NO"> <div class="ecl-link ecl-list-item__link"> <div class="ecl-u-sr-only"> </div> <div class="ecl-list-item__primary"> <img alt="Director-General John Doe" src="https://ec.europa.eu/consumers/odr/resources/public2/images/default_profile_image.png" /> </div> <div class="ecl-list-item__body"> <h3 class="ecl-list-item__title ecl-heading ecl-heading--h3"> National contact point - Norway </h3> <div class="ecl-list-item__meta"> <div class="ecl-meta"> <span class="ecl-meta__item"> . <br /> Oslo<br /> Norway </span> <br /> <br /> <span class="ecl-icon ecl-icon--envelope"> Email address : <a href="mailto:odr@forbrukereuropa.no"> odr@forbrukereuropa.no </a> </span> </div> </div> </div> </div> </li> <li class="ecl-list-item hide" id="panel_108055" data-filter="PL"> <div class="ecl-link ecl-list-item__link"> <div class="ecl-u-sr-only"> </div> <div class="ecl-list-item__primary"> <img alt="Director-General John Doe" src="https://ec.europa.eu/consumers/odr/resources/public2/images/default_profile_image.png" /> </div> <div class="ecl-list-item__body"> <h3 class="ecl-list-item__title ecl-heading ecl-heading--h3"> National contact point - Poland </h3> <div class="ecl-list-item__meta"> <div class="ecl-meta"> <span class="ecl-meta__item"> Plac Powstańców Warszawy 1 <br /> 00-950 Warsaw<br /> Poland </span> <br /> <br /> <span class="ecl-icon ecl-icon--phone"> Phone : 0048 22 55 60 333<small> </small> </span><br /> <span class="ecl-icon ecl-icon--fax"> Fax : </span><br /> <span class="ecl-icon ecl-icon--envelope"> Email address : <a href="mailto:kontakt.adr@uokik.gov.pl"> kontakt.adr@uokik.gov.pl </a> </span> </div> </div> </div> </div> </li> <li class="ecl-list-item hide" id="panel_95917" data-filter="PT"> <div class="ecl-link ecl-list-item__link"> <div class="ecl-u-sr-only"> </div> <div class="ecl-list-item__primary"> <img alt="Director-General John Doe" src="https://ec.europa.eu/consumers/odr/resources/public2/images/default_profile_image.png" /> </div> <div class="ecl-list-item__body"> <h3 class="ecl-list-item__title ecl-heading ecl-heading--h3"> National contact point - Portugal </h3> <div class="ecl-list-item__meta"> <div class="ecl-meta"> <span class="ecl-meta__item"> Praça Duque de Saldanha, º31, 1º <br /> 1069-013 Lisboa<br /> Portugal </span> <br /> <br /> <span class="ecl-icon ecl-icon--phone"> Phone : +351 21 356 4755<small> </small> </span><br /> <span class="ecl-icon ecl-icon--fax"> Fax : +351 213564719 </span><br /> <span class="ecl-icon ecl-icon--envelope"> Email address : <a href="mailto:euroconsumo@dg.consumidor.pt"> euroconsumo@dg.consumidor.pt </a> </span> </div> </div> </div> </div> </li> <li class="ecl-list-item hide" id="panel_110778" data-filter="RO"> <div class="ecl-link ecl-list-item__link"> <div class="ecl-u-sr-only"> </div> <div class="ecl-list-item__primary"> <img alt="Director-General John Doe" src="https://ec.europa.eu/consumers/odr/resources/public2/images/default_profile_image.png" /> </div> <div class="ecl-list-item__body"> <h3 class="ecl-list-item__title ecl-heading ecl-heading--h3"> National contact point - Romania </h3> <div class="ecl-list-item__meta"> <div class="ecl-meta"> <span class="ecl-meta__item"> Bd. Aviatorilor 72, Sector 1 <br /> 011865 Bucharest<br /> Romania </span> <br /> <br /> <span class="ecl-icon ecl-icon--phone"> Phone : +40 21 307 67 62<small> </small> </span><br /> <span class="ecl-icon ecl-icon--fax"> Fax : +40 21 315 71 49 </span><br /> <span class="ecl-icon ecl-icon--envelope"> Email address : <a href="mailto:contactsol@eccromania.ro"> contactsol@eccromania.ro </a> </span> </div> </div> </div> </div> </li> <li class="ecl-list-item hide" id="panel_96263" data-filter="SK"> <div class="ecl-link ecl-list-item__link"> <div class="ecl-u-sr-only"> </div> <div class="ecl-list-item__primary"> <img alt="Director-General John Doe" src="https://ec.europa.eu/consumers/odr/resources/public2/images/default_profile_image.png" /> </div> <div class="ecl-list-item__body"> <h3 class="ecl-list-item__title ecl-heading ecl-heading--h3"> National contact point - Slovakia </h3> <div class="ecl-list-item__meta"> <div class="ecl-meta"> <span class="ecl-meta__item"> Mlynské Nivy, 44/a <br /> 827 15 Bratislava<br /> Slovakia </span> <br /> <br /> <span class="ecl-icon ecl-icon--phone"> Phone : +421 905 528 477<small> </small> </span><br /> <span class="ecl-icon ecl-icon--fax"> Fax : </span><br /> <span class="ecl-icon ecl-icon--envelope"> Email address : <a href="mailto:ECCNET-SK@ec.europa.eu"> ECCNET-SK@ec.europa.eu </a> </span> </div> </div> </div> </div> </li> <li class="ecl-list-item hide" id="panel_95761" data-filter="SI"> <div class="ecl-link ecl-list-item__link"> <div class="ecl-u-sr-only"> </div> <div class="ecl-list-item__primary"> <img alt="Director-General John Doe" src="https://ec.europa.eu/consumers/odr/resources/public2/images/default_profile_image.png" /> </div> <div class="ecl-list-item__body"> <h3 class="ecl-list-item__title ecl-heading ecl-heading--h3"> National contact point - Slovenia </h3> <div class="ecl-list-item__meta"> <div class="ecl-meta"> <span class="ecl-meta__item"> Kotnikova 5 <br /> 1000 Ljubljana<br /> Slovenia </span> <br /> <br /> <span class="ecl-icon ecl-icon--phone"> Phone : +386 1 400 35 13<small> </small> </span><br /> <span class="ecl-icon ecl-icon--fax"> Fax : +386 1400 3588 </span><br /> <span class="ecl-icon ecl-icon--envelope"> Email address : <a href="mailto:nkt.mgts@gov.si"> nkt.mgts@gov.si </a> </span> </div> </div> </div> </div> </li> <li class="ecl-list-item hide" id="panel_95749" data-filter="ES"> <div class="ecl-link ecl-list-item__link"> <div class="ecl-u-sr-only"> </div> <div class="ecl-list-item__primary"> <img alt="Director-General John Doe" src="https://ec.europa.eu/consumers/odr/resources/public2/images/default_profile_image.png" /> </div> <div class="ecl-list-item__body"> <h3 class="ecl-list-item__title ecl-heading ecl-heading--h3"> National contact point - Spain </h3> <div class="ecl-list-item__meta"> <div class="ecl-meta"> <span class="ecl-meta__item"> c/Príncipe de Vergara nº 54 <br /> 28006 Madrid<br /> Spain </span> <br /> <br /> <span class="ecl-icon ecl-icon--phone"> Phone : 0034 91 822 45 55<small> </small> </span><br /> <span class="ecl-icon ecl-icon--fax"> Fax : 0034 91 822 45 62 </span><br /> <span class="ecl-icon ecl-icon--envelope"> Email address : <a href="mailto:cec@consumo.gob.es"> cec@consumo.gob.es </a> </span> </div> </div> </div> </div> </li> <li class="ecl-list-item hide" id="panel_95762" data-filter="SE"> <div class="ecl-link ecl-list-item__link"> <div class="ecl-u-sr-only"> </div> <div class="ecl-list-item__primary"> <img alt="Director-General John Doe" src="https://ec.europa.eu/consumers/odr/resources/public2/images/default_profile_image.png" /> </div> <div class="ecl-list-item__body"> <h3 class="ecl-list-item__title ecl-heading ecl-heading--h3"> National contact point - Sweden </h3> <div class="ecl-list-item__meta"> <div class="ecl-meta"> <span class="ecl-meta__item"> Tage Erlandergatan 8A, Box 48 <br /> 651 02 Karlstad<br /> Sweden </span> <br /> <br /> <span class="ecl-icon ecl-icon--phone"> Phone : +46 54 19 39 70<small> </small> </span><br /> <span class="ecl-icon ecl-icon--fax"> Fax : +46 0 5419 41 59 </span><br /> <span class="ecl-icon ecl-icon--envelope"> Email address : <a href="mailto:odr@konsumentverket.se"> odr@konsumentverket.se </a> </span> </div> </div> </div> </div> </li> </ul> </p> </section> <section id="inline-nav-4"> <h2 class="ecl-heading ecl-heading--h2"> Your rights </h2> <p class="ecl-paragraph"> If you need help with your consumer problem and would like to learn more about your rights, <a href="https://ec.europa.eu/consumers/odr/main/?event=main.consumer.rights">go to Consumer rights</a> </p> <br /> </section> </div> </div> </div> </div> <script type="text/javascript" src="https://ec.europa.eu/consumers/odr/resources/public/scripts/main.complaints.odrlist.js" ></script> <footer class="ecl-footer"> <div class="ecl-footer__site-identity"> <div class="ecl-container"> <div class="ecl-row"> <div class="ecl-col-sm ecl-footer__column"> <ul class="ecl-footer__menu ecl-list--unstyled" > <li class="ecl-footer__menu-item" > <h4 class="ecl-h4"> <a class="ecl-link ecl-footer__link" href="https://ec.europa.eu/consumers/odr/main/?event=main.home2.show"> Online Dispute Resolution </a> </h4> </li> <li class="ecl-footer__menu-item"> <a href="https://europa.eu/youreurope/index.htm#en" id="eu-ye-logo" target="_blank"> <img class="ecl-image ecl-image--fluid" style="max-width: 8.0rem; width: auto;" title="Your Europe" alt="Your Europe" src="https://ec.europa.eu/consumers/odr/resources/public2/images/YourEU-logo panton monochrom horisontal.svg" > </a> </li> </ul> </div> <div class="ecl-col-sm ecl-footer__column"> <ul class="ecl-footer__menu ecl-list--unstyled" > <li class="ecl-footer__menu-item" > <a class="ecl-link ecl-footer__link" href="https://ec.europa.eu/consumers/odr/main/?event=main.statistics.show"> Reports and statistics </a> </li> <li class="ecl-footer__menu-item"> <a class="ecl-link ecl-footer__link" href="#legislation-modal" data-toggle="modal"> Legislation </a> </li> </ul> </div> <div class="ecl-col-sm ecl-footer__column"> <ul class="ecl-footer__menu ecl-list--unstyled"> <li class="ecl-footer__menu-item"> <a class="ecl-link ecl-footer__link" href="https://ec.europa.eu/consumers/odr/main/?event=main.complaints.odrList#inline-nav-3"> Contact advisor </a> </li> <li class="ecl-footer__menu-item" > <a class="ecl-link ecl-footer__link" href="https://ec.europa.eu/consumers/odr/main/?event=main.privacy.show"> Data protection </a> </li> </ul> </div> </div> </div> </div> <div class="ecl-footer__site-corporate"> <div class="ecl-container"> <div class="ecl-row"> <div class="ecl-col-sm ecl-footer__column"> <h4 class="ecl-h4 ecl-footer__title"> European Commission </h4> <ul class="ecl-footer__menu"> <li class="ecl-footer__menu-item"> <a class="ecl-link ecl-footer__link" href="https://ec.europa.eu/commission/index_en"> Commission and its priorities </a> </li> <li class="ecl-footer__menu-item"> <a class="ecl-link ecl-footer__link" href="https://ec.europa.eu/info/index_en"> Policies, information and services </a> </li> </ul> </div> <div class="ecl-col-sm ecl-footer__column"> <h4 class="ecl-h4 ecl-footer__title"> Follow the European Commission </h4> <ul class="ecl-footer__menu ecl-list--inline"> <li class="ecl-footer__menu-item"> <a class="ecl-link ecl-footer__link" href="https://www.facebook.com/EuropeanCommission"> <span class="ecl-icon ecl-icon--facebook ecl-footer__social-icon"> </span> Facebook </a> </li> <li class="ecl-footer__menu-item"> <a class="ecl-link ecl-footer__link" href="https://twitter.com/EU_commission"> <span class="ecl-icon ecl-icon--twitter ecl-footer__social-icon"> </span> Twitter </a> </li> <li class="ecl-footer__menu-item"> <a class="ecl-link ecl-footer__link ecl-link--external" href="https://europa.eu/european-union/contact/social-networks_en"> Other social media </a> </li> </ul> </div> <div class="ecl-col-sm ecl-footer__column"> <h4 class="ecl-h4 ecl-footer__title"> European Union </h4> <ul class="ecl-footer__menu"> <li class="ecl-footer__menu-item"> <a class="ecl-link ecl-footer__link ecl-link--external" href="https://europa.eu/european-union/about-eu/institutions-bodies_en"> EU institutions </a> </li> <li class="ecl-footer__menu-item"> <a class="ecl-link ecl-footer__link ecl-link--external" href="https://europa.eu/european-union/index_en"> European Union </a> </li> </ul> </div> </div> </div> </div> <div class="ecl-footer__ec"> <div class="ecl-container"> <div class="ecl-row"> <div class="ecl-col-sm "> <ul class="ecl-list--inline ecl-footer__menu"> <li class="ecl-footer__menu-item"> <a class="ecl-link ecl-footer__link" href="https://commission.europa.eu/about-european-commission_en" target="_blank""> About the Commission's new web presence </a> </li> <li class="ecl-footer__menu-item"> <a class="ecl-link ecl-footer__link" href="http://ec.europa.eu/info/resources-partners_en" target="_blank"> Resources for partners </a> </li> <li class="ecl-footer__menu-item"> <a class="ecl-link ecl-footer__link" href="http://ec.europa.eu/info/cookies_en" target="_blank"> Cookies </a> </li> <li class="ecl-footer__menu-item"> <a class="ecl-link ecl-footer__link" href="http://ec.europa.eu/info/legal-notice_en "> Legal notice </a> </li> <li class="ecl-footer__menu-item"> <a class="ecl-link ecl-footer__link" href="https://ec.europa.eu/info/departments/justice-and-consumers_en" target="_blank"> Contact </a> </li> </ul> </div> </div> </div> </div>  <div class="modal fade waitbox" id="waitModalBox" tabindex="-1" role="dialog" aria-hidden="true" data-backdrop="false" data-keyboard="false"> <div class="modal-dialog modal-sm"> <div class="modal-content"> <div class="modal-header"> <h4 class="modal-title"> <span class="glyphicon glyphicon-time"> </span>  Please wait </h4> </div> <div class="modal-body"> <div class="progress"> <div class="progress-bar progress-bar-info progress-bar-striped active" style="width: 100%"> </div> </div> </div> </div> </div> </div> <form id="languageFrm" name="languageFrm" action="https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.changeLanguage" method="post" class="submitNoPrevent"> <input type="hidden" id="csrfToken" name="csrfToken" value="95E5A2239D7A44ACB68F13E7505B2986EEAEF92A" /> <input id="nextModule" name="nextModule" type="hidden" value="main"/> <input type="hidden" name="reload" id="reload" value="false"> <input type="hidden" name="nextEvent" id="nextEvent" value="main.help.new"/> <input id="lng" name="lng" type="hidden" value="EN"/> </form> </footer> <script src="https://ec.europa.eu/consumers/odr/resources/public2/scripts/europa.js"></script> <script> document.addEventListener('DOMContentLoaded', function () { ECL.navigationInpages(); /*There is a conflict with the dropdow menu*/ // ECL.accordions(); ECL.initExpandables(); }); ECL.dropdown('.ecl-dropdown'); </script> <div class="modal fade" id="legislation-modal" tabindex="-1" role="dialog" aria-labelledby="legislationModalLabel" aria-describedby="legislationModalContent"> <div class="modal-dialog" role="document"> <div class="modal-content" id="legislationModalContent"> <div class="modal-header"> <button type="button" class="close" data-dismiss="modal" aria-label="Close"> <span aria-hidden="true"> × </span> </button> <h4 class="modal-title" id="legislationModalLabel"> Legislation </h4> </div> <div class="modal-body"> <p> This site was created in response to specific EU legislation. </p> <ul> <li> <a href="http://eur-lex.europa.eu/legal-content/EN/TXT/?qid=1426859531321&uri=CELEX:32013R0524" target="_blank"> Regulation on online dispute resolution for consumers </a> </li> <li> <a href="http://eur-lex.europa.eu/legal-content/EN/TXT/?qid=1426859494520&uri=CELEX:32013L0011" target="_blank"> Directive on alternative dispute resolution for consumers </a> </li> </ul> </div> </div> </div> </div> <script> var interfaceLang ="en"; $(document).ready(function(){ /*Datepicker localisation*/ $.datepicker.setDefaults($.datepicker.regional[interfaceLang.toLowerCase()]); $.datepicker.setDefaults({ dateFormat: 'mm/dd/yy' }); $(document).on("click", "a.ecl-lang-select-sites__link", function(){ /*Popup the splash screen*/ $.get( "../main/?event=main.home.selectLanguage", function( data ) { $("#ecl-overlay-language-list").attr("aria-hidden", false); $("#languageSelectSplash").html(data); $("#languageSelectSplash").show(); $("#languageSelectSplash").attr("aria-hidden", false); }); }) /*close the splash */ $(document).on("click", ".ecl-language-list .ecl-message__dismiss", function(e){ e.preventDefault(); e.stopPropagation(); $("#ecl-overlay-language-list").attr("aria-hidden", true); $("#languageSelectSplash").attr("aria-hidden", true); $("#languageSelectSplash").html(''); $("#languageSelectSplash").hide(); }) /**Select a language**/ $(document).on("click", "a.ecl-language-list__button", function(e){ e.preventDefault(); e.stopPropagation(); $("#languageFrm").find("#lng").val($(this).attr("hreflang")); $("#languageFrm").submit(); }) /*Fix to user guide path to add language**/ $(document).find("a[href*='/userguide']").each(function(i){ var attrHref = $(this).attr('href'); if (attrHref.indexOf("/?lang=") === -1){ attrHref = attrHref.replace("/userguide", "/userguide/?lang=" + interfaceLang); $(this).attr('href', attrHref); } }) /***Clear Timer ****/ if ($("#view-request-tabs").length == 0 && typeof(timer_gear) !== "undefined"){ clearInterval(getMsgTimer); getMsgTimer = Null; } }) </script>

CINXE.COM

Online Dispute Resolution | European Commission