How can an alternative dispute resolution (ADR) body help me?
Do you have a problem with a business in another EU country, Norway, or Iceland? A dispute committee is a form of 'alternative dispute resolution'. This means that both parties try to solve a legal issue outside of court. The committee considers both sides and makes a decision.
Alternative dispute resolution bodies in the EU
Alternative dispute resolution bodies in the EU
Every EU country has several dispute committees. Often, a committee deals with one specific topic, such as tourism, transport, media, financial services, medical services, and so on. The services provided by dispute committees vary by country and by committee.
You can usually go to a dispute committee in the country where the business is based. The business’s terms and conditions will say where it is located. Some dispute committees operate at a European level.
#adr-countries
Almost all dispute committees work with written procedures. You submit your complaint via an online form, email, or post. You can file your complaint from home. You don’t need to travel anywhere or hire a lawyer.
#adr-procedures
Dispute committees are often free. For some committees, you may have to pay a small fee. Sometimes this fee depends on the amount you are claiming from the business. Businesses usually have to pay a higher fee for using the dispute committee.
#adr-fees
Most dispute committees work in the official language(s) of their country. For example, with a German dispute committee, you must submit your complaint in German. Some dispute committees also offer their services in English.
#adr-languages
Whether a business must cooperate depends on the situation. Sometimes participation is compulsory because the business belongs to a specific sector or trade organisation. If the business' terms and conditions say it is a member of a dispute committee, then the business must cooperate when you file a complaint with that committee.
#adr-mandatory-participation
Most dispute committees make binding decisions if both you and the business agree to cooperate. If the decision is binding, both you and the business must follow it. Sometimes, however, you can still take the case to court if you disagree with the outcome.
#adr-outcome
Sometimes there are extra conditions to use the dispute committee. For example, the complaint must involve a minimum amount, or the complaint must be made within a certain number of months.
#additional-conditions-for-dispute-committees
How do I know where to go?
Do you have a problem with a business in another EU country, Norway, or Iceland? Then contact the European Consumer Centre. We can help mediate for you or refer you to the dispute committee best suited to assist you. Our help is always free.
Where can I read more?
- The European Commission’s website provides an overview of dispute committees in the EU, Norway, and Iceland.
- The website of our colleagues at ECC Germany also offers an overview of dispute committees in the EU, Norway, and Iceland. This overview provides more detailed information about the rules for dispute committees in each country.
European Consumer Centre
The European Consumer Centre (ECC) is not a dispute committee. However, we sometimes handle similar cases. If you have a problem with a business from another EU country, Norway, or Iceland, you can file a complaint with the ECC for free. We try to resolve the complaint by mediating with the business. This requires both parties to cooperate.
In some cases, we will refer you to a dispute committee. For example, if there is a committee specialised in the issue, or if the seller refuses to cooperate with our mediation but is registered with a dispute committee.