What can I do if ECC Netherlands cannot help me?
Perhaps you stumbled upon our website through an online search. Or maybe you were directed to us by a friend, another organisation or an AI chat. Unfortunately, ECC Netherlands cannot assist in all cases. Here, you'll find an overview of organisations you can contact instead.
In which cases can ECC Netherlands not assist me?
We appreciate that you are looking for a solution to an issue with a trader, preferably without incurring extra costs or having to go to court. However, we cannot assist you if:
- you do not live in the Netherlands (or in the Caribbean part of the Kingdom)
- you have an issue with a trader in the Netherlands
- you have an issue with a trader outside the EU*, Norway, Iceland, or the UK
- you haven't yet asked the business for a solution via email, message, or letter
- you need a fast response and solution
Unfortunately, we cannot accept your case in these situations. Below, you'll find which organisations may be able to help you instead.
Urgent matters
We cannot assist with urgent matters. Do you need a quick reply? Then we recommend that you seek alternative legal assistance. If you ask for our help, it may take some time before you receive a reply to your case. When you do, the issue is usually not resolved yet. Read more about how we work at the bottom of this page.
*EU countries
The other EU countries are: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Germany, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Poland, Portugal, Romania, Slovenia, Slovakia, Spain, and Sweden.
Tip: request a refund from your payment provider
Are you not satisfied with a payment or have you purchased something via an online marketplace? Then you can first try to ask for your money back through a chargeback procedure or buyer protection.
Request a refund with a chargeback
Did you pay with a credit card? Then you can usually request your money back through a chargeback procedure.
Buyer protection
Some online payment services or marketplaces offer buyer protection. This means that you can let them know that there is an issue with the purchase. The payment provider will investigate the problem and make a decision. You may be able to recover your money in this manner. Check the conditions of the payment service provider to see if you can open a dispute for your case.
Cancel a subscription via your bank account
Would you like to cancel a subscription? With some Dutch banks, you can cancel subscriptions via your bank account through the app.
I do not live in the Netherlands
I do not live in the Netherlands
If you do not live in the Netherlands, then we cannot assist you. Perhaps you can contact another European Consumer Centre. This depends on where you live. Please note: this is regardless of your nationality.
If you live in another EU country, Norway or Iceland, you can contact the ECC in your country of residence. On Contact Your Local ECC | European Consumer Centres Network you can find the website of the other European Consumer Centres. The legal experts from ECCs abroad also speak English.
#help-outside-the-netherlands
If you live in the United Kingdom, please contact the UK International Consumer Centre.
#help-for-uk-citizens
If you do not live in a EU country, Norway, Iceland or the United Kingdom, then the the ECC Network cannot help you, unfortunately. Please see an overview of consumer organisations in other countries on the website of Consumers International or BEUC.
#help-for-non-eu-citizens
I have an issue with a trader in the Netherlands
I have an issue with a trader in the Netherlands
ECC Netherlands only accepts cases that concern a problem with a purchase abroad. Do you have a problem with a Dutch trader? Then there are a number of other ways to get help.
You can use our template letters for free. Try using a template letter to ask the trader for a solution first. Have you already done this, and do you not get a response from the trader? Or do they not comply with the rules? Then you can contact the organisations below.
#template-letters
Do you live in another EU country, Norway or Iceland? Then you can contact the ECC, in the country where you live. Via Contact Your Local ECC | European Consumer Centers Network you can find the website of your local ECC. The legal experts from ECCs abroad also speak English.
#hulp-van-ecc-net
Do you live in the Netherlands? Then the Juridisch Loket (Dutch legal aid service) may be able to help you. This depends on your income.
#help-juridisch-loket
You can report the issue on the ConsuWijzer website. This is a website of the Netherlands Authority for Consumers and Markets (ACM). Here, you will also find the rules that Dutch traders must adhere to. If the ACM receives multiple reports about the same trader, it can initiate an investigation and impose a fine on the trader. Please note that ACM will inform you about your rights, but will not contact the company on your behalf.
#help-from-acm-consuwijzer
If you have a complaint about a product or service, you don't have to go to court straight away. Is the trader a member of a trade association or disputes committee? You can often get in touch with that association or committee. A disputes committee helps you and the trader find a fair solution to your complaint. This is usually free of charge, although sometimes you may have to pay a small fee based on the amount on your invoice.
A disputes committee typically specialises in one area.
The Dutch Foundation for Complaints and Dispute Resolution (De Geschillencommissie)
Examples in the Netherlands include the following departments of the Dutch Geschillencommissie:
- Thuiswinkel – if you bought something online or by phone
- Post (mail) – if you have a complaint about PostNL
- Reizen (travel) – if you have a complaint against a travel organisation or booking agency.
Please note that complaints to the Geschillencommissie must be filed in Dutch. Find an overview of all committees at the Disputes Committee on Committees of the Disputes Committee - The Disputes Committee.
Kifid
Do you have a problem with a Dutch financial service provider, such as a bank or mortgage provider? Then see if Kifid can handle your complaint. You can file a complaint in English, but the procedures are held in Dutch
ECC Netherlands is not a dispute committee
ECC Netherlands is not a disputes committee, although we sometimes assist in similar cases. Read more about how dispute committees on How can an alternative dispute resolution body (ADR) help me?
#dispute-committees-in-the-netherlands
Do you have an issue with a purchase of up to €5000? Then check where the trader lives or is established. It may be within the jurisdiction of one of these four District Courts:
- The Hague
- Overijssel
- Rotterdam
- Zeeland-West-Brabant
At these courts, you can ask the resolution judge to assess the case. You do not need to hire a lawyer for this procedure. You can go to the resolution judge even if the trader does not cooperate. Read more about the procedure and view the areas of jurisdiction on Going to the resolution judge | Dutch Judiciary.
#the-resolution-judge
Unfortunately, we cannot list all organisations here. A comprehensive overview of Dutch organisations you can turn to is available on the website of the Rijksoverheid (in Dutch).
#overview-dutch-organisations
I have an issue with a trader outside of the EU
I have an issue with a trader outside of the EU
Do you have an issue with a trader based in Switzerland, Turkey, the US, China, or another non-EU country, for example? Since these countries are outside the EU, the rules can differ substantially from one country to another. We also don't have colleagues in those countries with whom we can collaborate effectively. As a result, unfortunately, the ECC Network cannot assist you in this instance. Below are alternatives you can consider.
Have you paid with a credit card, PayPal, or another payment service? Often, you can ask for a refund through purchase or buyer protection. You can let the payment service know that you do not agree with the payment. The service can then reverse or pause the payment. For credit card payments, this is called a chargeback. Read more about the chargeback procedure.
#buyer-protection-payment-services
Do you have legal expenses insurance or travel insurance? Then, please contact your insurance company first. Perhaps your insurance can cover the damage or advise you on which legal steps you can take.
#private-insurance
In many countries, there is a consumer organisation. You may be able to ask for assistance from a consumer organisation in the country of the trader. An overview of consumer organisations by country is available on the website of BEUC and on Consumers International.
#consumer-organisations-outside-of-the-EU
Check if the trader is a member of a disputes committee. For instance, in the Netherlands, this would be De Geschillencommissie.
Some traders are affiliated with a trade association, such as Thuiswinkel.org (Dutch). The trade association can help you and the trader resolve the complaint. If an entrepreneur is affiliated with a trade association, you'll usually find it in the general terms and conditions.
Read more about dispute committees on How can an alternative dispute resolution (ADR) body help me?
#alternative-dispute-resolution
You can report the issue to the enforcement authority. In the Netherlands, enforcement authorities are, for example:
- the Netherlands Authority for Consumers and Markets (ACM) for products and services
- de Inspectie Leefomgeving en Transport (ILT) for passenger rights
If the ACM or ILT receive multiple reports about the same trader or airline, they may investigate the issue and impose fines if necessary. By reporting the problem, you help bring it to the attention of these organisations. Please note that they provide information about regulations but do not offer personal assistance.
For an overview of enforcement authorities in other countries, see Resolve a dispute | ICPEN.
#enforcement-authorities-netherlands
I need a quick response to my case
Do you have a deadline to respond? Or do you need a solution very quickly? Then it might be better to use your legal expenses insurance, travel insurance or a lawyer. You usually have to pay for the assistance of a lawyer. Sometimes, another consumer organisation may be able to help you if you are already a member or become one.
Response time of ECC Netherlands
Our legal experts strive to respond within three weeks of your initial contact. As a small team, we handle a high volume of questions and complaints about traders daily, and we will address these in the order they are received.
Resolution requires collaboration with trader
It can sometimes take months before your case is resolved. This is because we can only resolve the case if the trader is willing to cooperate. We also rely on the legal experts at the ECC in the country of the trader. Like us, they also receive requests from all 30 other ECCs in the ECC Network. Therefore, it may take a while. We usually find a solution, so it's worth the wait.
How we can help you
The European Consumer Centre informs you about your consumer rights in the EU, provides free legal advice for cross-border disputes, and offers mediation if you and a seller can’t reach an agreement. On our website, you’ll find clear information, practical tips, and sample letters to help you take the right steps.