Filing a complaint

When a problem occurs between consumer and trader, consumer must immediately contact the trader to reach to the amicable solution. If the trader does not react to the spoken complaint, consumer should submit it in writing along with the copy of the document certifying the performance of a purchase.

If the trader refuses to respond to your complaint or gives you an unacceptable answer, you can contact us to learn about your consumer rights or to submit a complaint. Our aim of the complaint handling procedure is to achieve a compromise solution by negotiating in disputes between the consumer and the trader. If it does not bring expected results, we can advise consumers on further possibilities to handle the claim (e.g. alternative dispute resolution schemes, court procedures etc). Please note that the ECC-Net centres do not have any enforcement powers.

ECC-Net centres can assist you with the cross-border complaints related to traders situated in some other EU member state. We accept complaints only from consumers (natural persons acting for purposes not related to his or her business or professional activities).

*- marked fields are compulsory to fill in.

I would like to submit*
- Information request: I have a question about consumer rights related to cross-border purchases in European Union)
- Complaint: I have complaint against concrete trader in EU and I have already contacted the trader in written form whereas I have not received an answer or I find the answer unacceptable
Soovid esitada kaebust konkreetse kaupleja suhtes, kelle vastu on sul nõue ning sa oled ise kirjaliku kaebuse kauplejale esitanud, kuid see on jäänud vastuseta või pakutud lahendus ei ole Sulle sobiv
Sul on küsimus oma õiguste kohta seoses piiriüleste ostude või tehingutega Euroopa Liidus
2. Name and Surname*
First Last
Contacts *
Email address*
Phone*
Address*

City*
ZIP-code*
Country

Problem description*
Trader details*
Trader contact details*
Related documents

Copy of the complaint submitted to the trader, copy of trader’s answer, supportive documents: proof of payment, booking confirmations, etc
All the appeals (requests for information, complaints and disputes) sent to the European Consumer Centre of Estonia will be entered to the ECC-Net Case Handling IT tool. The personal data of consumers who address their appeals to the ECC Estonia will be handled according to the following Privacy Statement

Filing a complaint

Contacts *

Preview of the complaint submission

2. Name and Surname

Contacts *

Problem description

Trader details

Related documents