About Consumer Redress Portal
Consumer Redress Portal is an interactive tool, established under Article 20(8) of Directive (EU) 2025/2647, as a resource to help consumers and traders navigate alternative dispute resolution (ADR) procedures efficiently.
It offers a searchable directory of all certified ADR entities (as defined in Article 2(1)), machine translation for cross-border disputes (per Recital 37), and direct access to complaint forms of the ADR entities (where available) — all while ensuring compliance with the Directive’s expanded scope, which now includes digital content/services and third-country trader disputes.
Furthermore, the Consumer Redress Portal features other options to resolve consumer disputes, such as Representative Action, European Consumer Centres, and more (link to the intermediate page).
What is Solution Finder?
"Solution Finder" is a simple, step-by-step tool on the EU’s Consumer Redress Portal that helps consumers identify different options applicable to their dispute, either with the trader in their own country or in a different one within the European Union or the European Economic Area.
Some of the tools will only be applicable for certain types of the disputes, such as where the consumer and trader are based in different countries. Others are only available in specific sectors. The solution finder allows you to quickly see which tools are applicable to your case, but if you wish, you can read about all of them.
The list of the tools is not exhaustive, but it covers the most common situation. You can have additional options depending on your national legislation, or, for example, on your bank. You also have the right to go to court, if you believe your rights are violated.
What is Alternative Dispute Resolution?
Alternative dispute resolution (ADR) is a pragmatic option to resolve consumer complaints anywhere in the European Union, Norway, Iceland and Liechtenstein. In line with the Directive - 2013/11/EU on alternative dispute resolution of consumer disputes, as amended by Directive - EU - 2025/2647 - EN - EUR-Lex, Member States must ensure that disputes which involve a trader established on their respective territories can be submitted to an ADR entity which complies with the strict quality requirements of the Directive.
Many ADR entities offer their services free of charge. In other cases. consumers will pay a small fee. Most cases are settled within 90 days of submitting your complaint and all necessary documentation (longer only if your case is complex). Neither consumer nor the trader is obliged to hire a lawyer (but you still have the right to do so). Many ADR entities will resolve the case by written procedure (unless the parties require otherwise), that is, neither consumer nor trader will need to take time off work to participate in ADR.
Member States decide how to organise their ADR schemes: they can be publicly or privately funded, and they can take different forms, such as mediation, arbitration or ombudsservices. In some countries, the trader must take part in ADR, and must inform consumers 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. Irrespective of the national ADR architecture, consumers retain the right to go to court.
If a trader is based in a different country, the consumer may 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 Member State will have a national ADR contact point to help you understand and access ADR procedures in a different Member State.
At the moment, over 400 ADR entities are listed on the Redress Portal. Some of them are specialists, that is, they will only look at the disputes in a particular sector (or sometimes in a particular region of the country). Many countries have also established residual (catch-all) ADR entities that handle disputes in all sectors not covered by specialist ADR entities.
How to find the correct ADR entity?
Start with the list of the ADR entities Dispute resolution bodies - Consumer Redress in the EU
Most disputes are handled by the ADR body in the trader’s country, but there are exceptions (e.g., cross-border or sector-specific cases). Not all ADR entities handle all disputes: please make sure that the entity you selected is the right one.
Here’s how to search:
- Select the trader’s country (use the dropdown menu or filter on the left).
- Choose the relevant sector (e.g., transport, insurance, food, or digital services).
- Review the results—each listing shows:
- The ADR entity’s name and contact details.
- A link to their complaint form (if available online).
- What types of disputes they handle (competence).
- Any fees (usually low or free for consumers).
- The languages they accept.
- Whether their decisions are binding or recommendations.
You will also find a link to their website, where you can learn more about how they work and their procedural rules.
I work for an ADR entity. Some of the information about my entity is outdated or inaccurate
The list of ADR entities published on the Consumer Redress Portal is maintained by national competent authorities, as stipulated under Directive 2013/11/EU. The European Commission does not manage these updates directly. To correct or update your entity’s information, please contact the relevant national authority in your country.
I provide consumer dispute resolution. I want to be listed on this site
Inclusion in the list of ADR entities is governed by Article 20(4) of Directive 2013/11/EU. Only entities that have been notified to the Commission by national authorities—and which comply with the Directive’s quality requirements — will be listed.
For information on how to be included in the national list of ADR entities, please contact the competent authority in your Member State.