Online Dispute Resolution

Number of complaints by country

Country of trader
	#																															TOTAL
Country of consumer
		681	17	5	18	27	1872	28	4	122	19	65	18	6	724	216	3	92	2	20	119	4	43	243	4	31	17	10	36	7	9	4462
		49	1661	12	11	24	630	26	14	241	17	650	23	6	477	610	6	79	1	47	176	8	17	1367	9	26	54	17	66	9	4	6337
		31	18	1008	10	21	192	4	1	65	10	50	38	1	995	147	1	73	-	11	24	3	45	174	5	58	6	113	8	18	12	3142
		9	12	6	76	4	99	2	2	24	4	13	38	-	408	47	-	17	2	5	21	1	10	40	-	13	-	14	3	-	-	870
		34	10	13	4	484	200	7	3	35	3	26	13	1	584	145	1	31	1	17	46	4	12	136	6	52	15	4	28	41	28	1984
		923	240	39	115	188	34005	257	93	1249	203	883	119	22	1910	1478	30	599	17	167	1325	33	204	2921	56	394	110	66	536	46	49	48277
		24	12	9	4	12	206	304	6	43	1	46	6	1	231	110	1	33	-	8	27	4	9	129	31	11	10	4	85	3	-	1370
		4	3	1	4	10	90	5	182	62	14	25	6	2	113	41	-	23	1	34	12	37	9	69	9	17	6	1	20	3	2	805
		123	145	25	48	151	2088	62	35	15269	111	1276	119	19	1724	2270	27	509	9	183	1194	32	139	2399	100	108	438	35	281	44	5	28968
		20	9	4	7	11	218	12	9	36	129	23	7	2	80	52	-	7	2	8	23	9	42	77	26	10	13	1	55	1	-	893
		246	1080	41	66	541	3219	85	59	2409	166	16575	158	16	1094	1802	23	887	6	586	1934	27	65	2265	82	168	682	42	293	26	16	34659
		27	19	52	30	23	280	7	5	122	8	95	1071	-	334	197	1	89	-	7	29	11	43	191	5	39	13	19	32	13	9	2771
		19	11	7	5	24	167	4	4	61	5	22	11	396	196	100	-	31	-	9	14	5	7	83	4	26	9	3	5	43	9	1280
		37	34	41	11	120	313	5	2	72	4	56	17	11	4425	278	1	62	-	39	56	8	22	246	9	145	17	435	21	58	195	6740
		43	20	8	7	18	245	20	4	209	20	66	31	2	389	2435	8	59	-	21	59	9	34	359	7	21	23	11	49	4	2	4183
		2	1	-	-	2	6	1	1	6	-	-	-	2	91	21	6	9	-	-	2	1	5	4	1	3	3	1	6	-	-	174
		101	114	47	63	75	1691	33	19	2077	66	552	82	15	4564	2577	10	9561	8	313	2039	20	224	1258	58	97	76	52	165	33	12	26002
		1	-	-	-	1	16	-	-	2	1	3	2	-	10	2	-	3	9	-	1	-	2	5	-	-	-	-	-	-	-	58
		12	6	1	5	17	125	12	36	39	7	21	3	4	383	117	2	42	1	854	20	70	9	107	14	55	9	2	28	5	2	2008
		10	25	1	1	3	135	4	15	25	5	58	9	1	73	60	2	21	-	4	70	2	4	32	1	2	11	2	14	-	-	590
		7	2	4	3	5	77	4	14	18	2	13	4	1	160	50	-	26	-	16	12	120	5	37	1	7	2	3	16	3	1	613
		5	4	3	4	2	51	2	1	22	-	12	2	1	90	109	-	22	-	1	14	-	67	37	1	5	3	-	3	1	-	462
		58	162	6	8	20	557	60	2	195	10	183	19	2	543	391	3	87	-	59	175	6	31	4046	11	22	37	12	94	5	3	6807
		20	6	2	5	5	112	55	7	32	1	26	5	2	304	45	-	14	1	7	18	3	9	85	183	17	6	4	170	2	-	1146
		42	28	25	47	71	1108	38	17	167	3	131	30	7	6570	808	2	105	1	64	1147	18	43	754	19	4286	43	13	140	27	14	15768
		29	45	7	18	59	592	17	21	2142	29	437	32	4	301	421	2	137	-	67	133	12	28	468	12	34	2723	9	39	18	8	7844
		53	42	116	22	67	412	13	14	163	21	127	54	1	3222	244	6	158	1	31	97	7	202	367	15	195	16	2168	22	36	24	7916
		62	18	4	9	16	337	100	11	96	7	56	15	1	404	142	1	37	-	17	27	9	48	177	52	29	15	4	451	4	4	2153
		13	4	6	4	6	113	-	2	38	-	12	7	9	93	32	-	25	-	5	11	2	3	47	1	20	2	9	3	71	4	542
		14	9	6	5	77	88	2	4	29	1	11	3	1	372	102	-	9	-	3	17	-	14	59	4	20	13	2	5	11	179	1060
	TOTAL		2699	3757	1499	610	2084	49244	1169	587	25070	867	21513	1942	536	30864	15049	136	12847	62	2603	8842	465	1395	18182	726	5911	4372	3056	2674	532	591	219884

Reports and statistics

Number of complaints by country

Top 10 most complained about sectors

Percentage of national and cross-border complaints

Online Dispute Resolution

Name of sector	Number
Airlines	61450
Clothing (including tailor-made goods) and footwear	23542
Information and communication technology (ICT) goods	15603
Electronic goods (non-ICT/recreational)	10898
Hotels and other holiday accommodation	10404
Furnishings	8019
Leisure goods (sports equipment, musical instruments, etc)	7051
Spares and accessories for vehicles and other means of personal transport	5940
Large domestic household appliances (including vacuum cleaners and microwaves)	5575
Mobile telephone services	3894