Consumer Redress Landscape

European Consumer Centres Network (ECC-NET)

The European Consumer Centres Network (ECC-Net) offers free, personalised help if you’ve had a problem with a purchase from another EU country, Iceland or Norway. Their experts can advise you on your rights, help you negotiate with the trader, and guide you through complaints or refunds—whether it’s a faulty product, a cancelled service, or a dispute over delivery. The service is free and informal—they won’t act as a court or enforcement body, but their expertise in negotiating with traders can often resolve issues without legal steps.
You will need to contact the ECC in your country. Read more... 
 

Alternative Dispute Resolution

Alternative dispute resolution (ADR) is a pragmatic option to resolve consumer complaints anywhere in the European Union, Norway, Iceland and Liechtenstein. You will usually pay nothing or just a small fee, and most cases are settled within 90 days of submitting your complaint and all necessary documentation (longer only if your case is complex). You do not have to hire a lawyer (but you still have the right to do so).

In some countries, the trader must take part in ADR, and inform you which ADR entity should be contacted if you cannot settle your dispute bilaterally. Depending on national rules, the outcome may be a binding decision or a recommendation.

If the trader is based in a different country, you’ll usually need to contact the ADR entity in the trader’s country. Check whether you can submit your complaint in your language—if not, you may need to translate it. In the future, each EU country will have a national ADR contact point to help you find the right body in another country, if you need support. 

Read more or find your ADR entity here

FIN-NET

FIN-NET is a network of alternative dispute resolution (ADR) entities in the European Union and European Economic Area that are specialised in financial service providers. One of their tasks is to make it easier for the consumers to resolve complaints with a provider from a different country. FIN-NET members agreed to adhere the principles set out in the Memorandum of Understanding, including dealing with cross-border complaints. Read more...

National Enforcement Bodies (NEB) for passenger rights

EU rules oblige Member States to nominate or create "national enforcement bodies", whose role is to verify that transport operators are treating all passengers in accordance with their rights. Passengers who believe their rights under the EU regulation have not been respected should contact the body in the country where the incident took place. Read more  or visit a dedicated page on passenger rights.

European Small Claims Procedure

The European Small Claims Procedure (ESCP) is a simplified, fast-track legal option for cross-border disputes up to €5,000, available alongside national court systems . It is available in the EU Member States (and not in the European Economic Area), except Denmark. Once a judgment is issued, it’s automatically recognised and enforceable across all EU countries—no extra approvals or challenges allowed.

To start, fill in Form A and attach supporting documents like receipts or contracts. Submit it to the competent court, which will then send a copy to the defendant within 14 days—they have 30 days to respond. The court must issue a judgment (or request more details) within 30 days of receiving the reply. If a hearing is needed, it’s usually held via videoconference (no lawyer required). Once you have the judgment and a court-issued certificate (translated if needed), you can enforce it anywhere in the EU under local rules—unless it clashes with an existing judgment between the same parties.

Small Claims | European e-Justice Portal

Representative Action

Sometimes a company does something wrong and it affects not just you, but many other people at the same time. When that happens, a Qualified Entity, a recognised consumer organisation or public body, can go to court for you and for everyone else who suffered the same wrongs (mass harm situation).

It can ask the court to stop traders’ unlawful practices and/or to get money or other remedies for the people who were harmed.

This works whether the trader is based in your country or in another EU country thanks to the Representative Action Directive. More information on Representative Actions here.

Dispute Settlement Bodies under the Digital Services Act

Sometimes you have a dispute with an online platform, which is not about a purchase or your rights as a consumer, but about the content you posted or a similar problem. The Digital Service Act (DSA) introduced special out-of-court dispute settlement bodies (ODS) that may help you. Disclaimer: this option is only available in the EU (and not in the European Economic Area) Read more...

Find a Lawyer

 If you need to consult a legal professional, the European Commission provides a special service to find a qualified lawyer in any EU or EEA country. Read more...