Are you not satisfied with the good or service you bought? Before you can take your case to an ADR body you have to complain to the trader.
Step 1
Complaint to the trader! Contact the trader who sold the goods or services. You can start with calling the trader. If you cannot find a solution put your case in writing. Set a date in your letter when you expect the trader to replay. Two or three weeks is long enough.
Your letter / e-mail / fax should contain:
- Your name and address, date
- Your reference (order number, customer number or invoice number)
- The date of the purchase
- What you bought, how much it cost
- What has gone wrong
- Anything that was said at the time of the purchase which is relevant to your claim
- What you would like to happen, for examples if you want repair, replacement or a refund
- Give a date by which you expect the trader to react - recommended 2 - 3 weeks
- Send copies of any relevant document
Keep a copy!
You can always contact the European Consumer Centre in your country if you need advice on your consumer rights or help with your complaint.
Step 2
If the trader rejects your complaint contact the European Consumer Centre in your country. The European Consumer Centre will find out if there exists an Alternative Dispute Resolution Body in the Member States the trader is established. If yes, the European Consumer Centre will help you to file a complaint and inform you about the procedure.
Please note
Due to the diversity of Alternative Dispute Resolution schemes in the EU there might not exist any ADR body which is competent to try your complaint.
Senast granskad: 2009-12-04
