Our Services

The European Consumer Centre Network’s primary role is to increase consumer confidence when engaging in cross-border transactions by providing free information and advice on consumer rights, as well as assistance with complaints.

The European Consumer Centre Network (ECC-Net) offers consumers across the European Union advice on their consumer rights and legal protections when shopping and travelling in another European Union member state and some European Economic Area countries. We work as a transnational, closely aligned collaborative network with funding from the European Commission and co-financing from national governments. From our 29 offices, 150 legal experts provide advice and assistance in 24 different languages.

Working Method

If you are unable to resolve your dispute with a trader, you can submit a complaint to the European Consumer Centre in your country of residence.  Here’s everything you need to know about our working method.

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Success Stories

We answer consumer questions and solve cross-border consumer disputes on a daily basis. Here you'll find examples of our success stories resulting from the dedication and hard work of our legal experts. 

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Our mandate

We provide free expert, confidential advice on consumer rights regulated by European Union legislation, related to the purchase of goods or services in person or online, or involving travel to/from any of these countries:

  • European Union member states: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden
  • Selected European Economic Area countries: Norway and Iceland

Please note: while we can provide assistance with cross-border consumer complaints, we do not have enforcement powers. We work closely with consumer enforcement authorities to ensure the protection of consumers in each of the above countries.

Our daily work

In accordance with our mandate and European Union consumer protection legislation, our daily work consists of the following:

  • Provide information and education on consumer rights and protections under EU law as well as promote them.
  • Provide expert assistance to private consumers on cross-border disputes with businesses in selected EU/EEA countries.
  • Conduct consumer surveys and research, as well as report on issues and trends that contribute to policy development.
  • Conduct research for the European Commission and national stakeholders in consumer policy enforcement.

Our remit

    We are a pan-European organisation with a remit authorised by European Union consumer legislation. Our mandate covers very specific types of complaints. 

  • We can only assist with the following complaints: 

    • Complaints made by private individuals — i.e. ‘consumers:’ natural persons acting outside a trade, business, and profession.
    • Complaints from individual consumers against a registered business (professional trader).
    • Complaints where the private consumer and the registered business are based in different countries but within the EU, Iceland, Norway or the United Kingdom* (i.e. cross-border complaints).
    • Complaints from consumers who have not obtained a satisfactory resolution or response from the business in question.

    *The United Kingdom is no longer a member of the European Consumer Centres Network. However, our network remains in close contact with the UK International Consumer Centre (UKICC) and continues to take up complaints against traders based in the United Kingdom.

    #complaints-we-can-assist-with

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  • We are unable to assist with complaints related to:

    We are unable to assist with complaints related to:

    • Transactions between private individuals, also known as consumer-to-consumer (C2C) transactions.
    • Trade between businesses, also known as business-to-business (B2B) transactions.
    • Businesses registered/located in a country outside the European Union, Norway, and Iceland.
    • Complaints where the private consumer or registered business are located outside the European Union, Norway, Iceland or the United Kingdom*.

      • *The United Kingdom is no longer a member of the European Consumer Centres Network. However, our network remains in close contact with the UK International Consumer Centre (UKICC) and continues to take up complaints against traders based in the United Kingdom.

    #complaints-we-cannot-assist-with

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  • We are unable to provide our services in the following cases:

    • The reported business refuses to cooperate.
    • The consumer submitting a complaint has already initiated legal action.
    • We are unable to locate or identify the business.
    • The reported business is involved in fraudulent activities;
    • The transactions concerned involve financial and investment products (gambling, investment funds, cryptocurrencies, stock markets, etc.).

    #unable-to-provide-services

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  • The European Consumer Centres Network (ECC-Net) assists consumers who live in an EU Member State, Norway or Iceland and have a cross-border complaint against a trader from one of these countries.

    Assistance in the United Kingdom

    The United Kingdom is no longer a member of the European Consumer Centres Network. However, our network remains in close contact with the UK International Consumer Centre (UKICC).

    Assistance in other countries

    If you or the trader are not based in the EU, Norway or Iceland, unfortunately the European Consumers Centre Network cannot help you. These are some alternative options to consider:

    1. Consumer organisations

      Check the BEUC network or Consumers International to find a consumer organisation in your country that may be able to offer assistance.
    2. Payment service provider

      Check if the payment service provider you used can offer assistance. Certain payment options, like PayPal, credit cards, some ‘Buy Now Pay Later’ services and bank accounts include a form of insurance. The payment provider may be able to reverse or pause your payment in case of a dispute.
    3. Private insurance

      Check if you have any private insurance (e.g. travel insurance or product insurance) that provides legal assistance.
    4. Dispute resolution programmes

      Check if the trader is part of a dispute resolution programme or an industry programme that can offer assistance in case of a dispute. If a trader is part of such a scheme, you will most likely find this information in the trader’s general terms and conditions.
    5. Enforcement authorities

      Check if you can report a complaint against the trader with a consumer authority or national enforcement body for passenger rights in the country where the trader is registered. Authorities may take action if more consumers report similar complaints about a trader. Please note that enforcement authorities generally do not act in individual cases.
    6. Scams

      If you feel like you have been scammed by a trader, consider filing a report with the police. Sharing your experience online can also help alert other consumers. You can report international scams on econsumer.gov. This partnership between 65 consumer protection authorities was founded to help authorities spot trends and combat fraud.

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