Do you have a complaint?

The ECC can only handle your complaint, if it relates to a purchase or order falling within the scope of the European consumer protection rules. But you have a complaint about it!

There is something you can do! The ECC explains how you can handle the situation and how you can file a complaint.

 

STEP 1.

Check whether your complaint is covered by the ECC
The ECC can only handle your complaint, if it relates to a purchase or order falling within the scope of one of the European Directives. If not, for example, if it relates to the purchase of a house in another EU Member State or medical treatment which you receive there. If you are not sure whether the ECC can be of assistance, call us first. Please also note that the ECC cannot handle any cases with urgency. We will handle requests for mediation in the order in which they are received. So, if there are major interests at stake, it may be advisable to take other (legal) action directly.
Is your complaint a matter which the ECC can deal with? Then go to STEP 2.

STEP 2.

Put your complaint to the trader
You must first put your complaint to the shop or (travel) organisation where you made your purchase or placed your order. They then have the opportunity to come up with a solution. The address can usually be found in the general terms and conditions, on the contract of sale or on the company’s website. You can state your complaint yourself in a letter or you can use the complaints form. Make a copy of your complaint and keep it in a safe place. Never send any original receipts with your complaint – only send copies. Allow the company 4 weeks to reply.

Do you live in the Netherlands and have a complaint about a trader in another EU Member State? Click here for the complaints form in English.

Do you want a Dutch translation as well or does your complaint relate to a Dutch-speaking trader in Belgium, for example? Click here for the complaints form in Dutch.

The Dutch ECC can assist you among other things with complaints about:

  • A purchase you have made in a shop in another EU Member State.
  • A purchase you have made or order you have placed online with an internet trader in another EU Member State.
  • A package tour which you have booked online or in some other way with a tour operator in another EU Member State.

NB. The ECC cannot handle complaints from Dutch residents about traders in the Netherlands.

Do you live in another EU Member State than the Netherlands and have a complaint about a trader in the Netherlands? Then you should contact your local ECC. Click here for the address. If you speak Dutch, you can also contact the ECC in the Netherlands directly.

STEP 3.

If the supplier or trader fails to reply within 4 weeks or if you are not happy with his reply, you can ask the ECC to assist you. You can file your complaint by letter or through this complaint form. Click here for the instruction manual.

If you choose to send a letter, please set out the following:

  • A brief and concise description of the background to your complaint.
  • What solution you hope to achieve.

Enclose the following with your letter:

  • A form signed by yourself in which you authorise the ECC to handle your complaint. Click here to download the authorisation form and privacy statement.
  • A copy of your letter of complaint to the trader or the complaint form you have sent.
  • A copy of the contract of sale or travel agreement.
  • A copy of the trader’s general terms and conditions.
  • Copies of all other correspondence between you and the trader.
  • Copies of any receipts and other proofs of payment (if available).

Make sure you keep the originals of all paperwork you enclose. Send your letter together with all enclosed documents to:

ECC
P.O. Box 487
3500 AL UTRECHT
The Netherlands

STEP 4.

Wait for confirmation from the ECC
The ECC will check whether your complaint can be handled further by the ECC. If the ECC can be of assistance, you will be sent a written confirmation. The ECC may ask you for further details. Please send these details to the ECC.

STAP 5.

Your complaint is passed on to our sister ECC
Once the ECC has received all necessary information, your complaint file will be forwarded to the ECC in the EU Member State where the trader or supplier is located. This will be done in the order in which complaints are received. The ECC in the Netherlands will keep you informed about the progress of your case. The ECC assists consumers free of charge. There may be charges, however, if our sister ECC submits your complaint to an alternative dispute resolution body. The ECC in the Netherlands will notify you in good time, if this course of action is being considered.

Whether a satisfactory resolution can be found for your complaint depends on your rights and obligations in your specific situation. In many cases the ECC intervenes successfully. You should nonetheless take into account the fact that the ECC can only mediate in an extrajudicial capacity. We cannot take legal action on your behalf, therefore. If our mediation fails to produce a result, you can always take legal action yourself. You can ask for help from your legal assistance insurance company in this regard or engage a lawyer to represent your interests at law.