Out-of-court procedures for consumers

If you have a problem with a product or service that you bought, for example if a trader refuses to repair a product or refund you money, you can try to settle the dispute out of court using an alternative dispute resolution procedure.

Alternative dispute resolution is usually a low-cost and simple procedure that can stop you having to take your case to court.

Alternative Dispute Resolution

Alternative dispute resolution procedures are provided by neutral out-of-court bodies such as conciliators, mediators, arbitrators, the ombudsman and complaints boards. They can bring you and the trader together to help find a solution to your dispute. They can also propose a solution or even impose one. The way it works in practice, for example whether the trader is obliged to participate or you have to pay a small fee for dispute resolution, depends on the national legislation.

Alternative dispute resolution bodies have to meet strict EU quality criteria, which guarantee that they handle your dispute in an effective, fair, independent and transparent way. Most of them can help you free of charge or at a low cost. They usually reach an outcome within 90 days. Under EU law, you can use these bodies to handle all contractual disputes you may have with a trader established in the EU.

Alternative dispute resolution can be used for any market sector (such as transport, banking, telecoms, energy, electronic goods, household appliances, car rental or dry cleaning).

Find a dispute resolution body in your country.