Quality charter

ECC-Net is committed to offering a professional and courteous service to all consumers who contact us and we will make every effort to ensure that the services you receive reflect your needs and expectations.



We will check the merits of your query by carrying out an adequate preliminary assessment to ensure that the matter is within ECC-Net’s remit. All consumer queries will be dealt with by a competent member of the ECC-Net legal team and handled in a timely and accurate manner.



If your query relates to a matter that falls outside the remit of the ECC-Net, we will inform you accordingly and provide the contact details of any relevant body or organisation competent to deal with your query. Please check the annexe’s list detailing the matters covered and those excluded from the scope of the ECC-Net.

Whether you write, telephone or e-mail, we will acknowledge receipt and make every effort to consider the information/documentation that we have been provided with promptly and, at the latest, within 14 working days. As an exception, at times of particularly heavy demand, if we cannot meet this deadline, you will be informed accordingly.

Once the initial assessment process is concluded, you will be informed about your rights and entitlements under European consumer legislation as well as information on the available dispute resolution mechanisms. Consumers can rely on tailored legal  advice and assistance.

When you encounter problems securing redress, the ECC-Net can assist in the resolution of your cross-border consumer complaint by actively pursuing your complaint on your behalf. Upon your request, your local ECC (Consumer ECC) may seek assistance from the ECC in the country of the trader’s domicile (Trader ECC).



Before bringing the matter to the attention of the competent ECC for its consideration, the following conditions must be fulfilled: (1) the consumer has attempted to contact the trader in writing in order to resolve the matter; (2) the consumer has a well-founded claim taking into consideration applicable European consumer legislation.



You may be required to provide relevant supporting documentation to enable us to progress your case.



Once the consumer’s case is accepted by the Trader ECC, the latter will endeavour to bring the matter to an amicable resolution by communicating with the trader on behalf of the consumer. The consumer will be updated on any developments by the Consumer ECC.



The ECC-Net has no enforcement powers to impose any sanction, penalty or fine where consumer legislation is contravened. We will make every reasonable effort to resolve complaints amicably on your behalf; however in the event where the trader fails to cooperate or engage with us, you will be advised of alternative means of resolving your dispute, including enforcement and out-of-court mechanisms, where available. 

One of the overall ECC-Net objectives is to resolve consumer disputes without the need for parties to engage with the court process. When an agreement cannot be reached directly with the trader and the matter cannot be resolved with our intervention, we may suggest engaging the services of a competent ADR (Alternative Dispute Resolution) entity, which offers dispute resolution procedures, without prejudice to legal action. In some instances, we may be in a position to transfer your case directly on to the competent body, monitor progress and update you accordingly whilst the case is pending with the ADR body. In instances where the relevant settlement procedure can be instigated by the consumer directly, we may provide you with the contact details of the competent ADR entity and the information in respect of the settlement process.

As part of our work is assisting consumers with their cross-border complaint, ECC-Net is in a unique position to document the problems consumers face when buying goods and services within the EU, Iceland and Norway. Based on your consumer experiences, the ECC-Net pools its knowledge and expertise, and works with enforcement authorities, national and European stakeholders in the collective interest of consumers; this includes providing input for new legislative proposals or sectors that, in our opinion, need further enforcement and protective measures for consumers.

The ECC-Net takes the protection of consumers’ personal data very seriously. Your data will exclusively be collected, saved and used to process your complaint within the network of the European Consumer Centres and to safeguard your interests. However, all submitted information will be handled according to the national law governing data protection. In some countries this includes your data to be accessible to the public upon demand. This is the case for all data shared with ECC Denmark, Finland, Norway and Sweden (Information on the principle of public access on the Swedish Government website). For this, we need your agreement. The privacy statement edited by the European Commission informs you about how we use your personal data as well as your rights regarding its use.

Your feedback is important to us. Your compliments, suggestions or complaints allow us to improve our services and the way we communicate.



And even though we are committed to providing a service to the best of our abilities, we understand that issues may occur. So we are happy to address complaints from consumers who are dissatisfied with the quality of the service provided or its delivery. A complaint should be made, in the first instance, to the person you are dealing with in the centre. If you are not satisfied with the response you receive and wish to make a formal written complaint, you may contact the Director at the European Consumer Centre with whom you have been contact.



The case will then be reviewed as regards its merits and the manner in which it has been handled.

• Complaints made by private individuals, i.e., “consumers”, natural persons that are 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 within the EU, Iceland and Norway (i.e., a “cross-border” complaint);
• Complaints from consumers who have not obtained a satisfactory resolution or response from the business in question. 

• 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 outside the countries of the European Union and the European Economic Area (as above).

• The reported business refuses to cooperate;
• The complaining consumer has initiated legal action already;
• 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.).