About us

The mission of the European Consumer Centres (ECC-Net) is to provide free help and advice for consumers across the EU, Norway and Iceland, for those having problems with cross-border purchases. Fundamentally we contribute to enabling consumers to better understand and assert their rights as European citizens, and make the most of Europe’s Internal Market.

 

Our mission is to make sure that cross-border commercial legislation is properly understood and respected. As such, it is a two-way process, as we also aim at increasing awareness of consumer rights among traders too. In practical terms, we help them to ensure that their products, services and practices meet all legal requirements when dealing with foreign consumers. In the case of disputes between consumers and traders, ECC-Net aims at finding compromises, we don’t have any enforcement powers.

We can:

  • Advise you on consumer rights for shopping and travel under EU and national law;
  • Give practical tips to help you avoid problems;
  • Help you with a complaint against a trader based in another EU country, Iceland or Norway for purchases made abroad – physically or online;
  • Engage with the trader in order to try to resolve the problem;
  • Advise you on further action if an amicable solution is not possible, such as out-of-court settlements, the European Small Claims’ procedure, or other legal action;
  • Help you find a suitable organisation to handle your case if it needs to be taken further.

We cannot:

  • Force traders to act. We rely on persuasion which works in at least half of the cases;
  • Act as your legal representative;
  • Handle your complaint if one of the involved parties is outside of the EU, Norway and Iceland.