Alternative Dispute Resolution

How can I avail of Alternative Dispute Resolution?

There are Alternative Dispute Resolution (ADR) bodies in every Member State of the EU, as well as in Iceland, Liechtenstein and Norway. Read on to find out how these ADR bodies can help you solve a consumer dispute in an amicable, inexpensive way, without going to court.

Directive 2013/11/EU

Alternative dispute resolution (ADR) schemes are processes that enable you to resolve a dispute you are having with a company without going to court. Your right to access ADR is governed by the EU Directive 2013/11.

Alternative Dispute Resolution

    In the European Union, Iceland, Liechtenstein and Norway, you have access to high-quality ADR procedures for settling your dispute with a trader with the assistance of an impartial dispute resolution body. This is easier, faster, and less expensive than going to court.

  • ‘Alternative dispute resolution’ (ADR) is the procedure for settling a dispute complaint out of court with the assistance of an impartial dispute resolution body. Resolving consumer disputes this way is easier, faster, and less expensive than going to court.

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  • If consumers have a problem with a trader, an ADR body can help them solve it. You can contact an ADR body if you have a cross-border issue or a dispute with a domestic company. Every ADR body has its own rules regarding costs and languages in which it operates. You can find all relevant information about more than 400 notified ADR bodies on the European Commission's website.

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  • In most cases, the ADR body is located in the same country as the trader. Some ADR bodies specialise in certain economic sectors, such as energy, transport, and financial services. Don’t worry if you can’t find an ADR body specialising in the sector you are dealing with. General ADR bodies cover all other cases in nearly every country.

    Find an overview of alternative dispute resolution bodies in every EU country, as well as Iceland, Liechtenstein and Norway here.

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  • Before submitting a complaint to an ADR body, you should contact the trader directly and try to solve the dispute with them. If you skip this step, most ADR bodies will reject your request for mediation.

    Complaint form

    ADR bodies often have an online complaint form you can use to submit your complaint. Use the online form available on the ADR body’s website. Some ADR bodies will ask that you send your request for mediation by post.

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  • ADR procedures take approximately 90 days. After you have submitted the request, a written procedure will follow. In general, physical presence is only required under special circumstances. Some ADR bodies might require it, however. In these cases, you can have a representative act on your behalf. The outcome of the procedure is only binding on both parties in some cases or if both agree.

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  • In all participating countries, there are national contact points that are happy to provide you with advice. They can find out which ADR body is most competent to handle your request . The contact details of all national contact points are listed on the European Commission's website. If you need advice, please look up the contact point in your country of residence.

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Where can I get assistance and advice?

The European Consumer Centres Network provides consumers who live in the EU, Norway, or Iceland with free legal advice and support on cross-border purchasing issues. It can also help with disputes relating to travelling. If you have tried to resolve a dispute with a business to no avail, contact the ECC in the country where you live to submit an enquiry.

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