ECC received 51% more cross-border complaints in 2020

Record number of consumer complaints

In 2020, consumers raised at least 4,480 queries about their rights in the EU. In addition, they lodged 3,141 complaints about European businesses. That is 51.4% more than in 2019 (2,074 complaints). Almost 62% of those complaints were submitted by Belgian consumers and were about Dutch businesses. Most complaints from Dutch consumers were about British and German businesses.

Most common queries and complaints

The travel restrictions and measures implemented by governments because of the coronavirus led to an influx of queries and complaints about consumers’ travel-related rights in this unprecedented time. The vast majority of queries were about bookings in the travel and transport sector. Widespread travel and flight cancellations gave rise to many consumer problems with airlines, accommodation providers and package travel providers. Distressed consumers contacted the ECC to seek redress.

ECC Nederland worked closely with ECCs in other countries as part of the mediation process between consumer and business. Most businesses cooperated in finding solutions acceptable to both parties.

Cross-border online purchases

Since the start of the pandemic, Dutch consumers have been buying from webshops in other European countries more and more. As a result, there was also an increase in the number of complaints about these overseas webshops. Many of those complaints were about non-delivery, following through on guarantees, and payment problems for purchases such as clothing and shoes.

Provision of online information

The ECC continually publishes news articles about current consumer affairs, relevant judgements by the European Court of Justice, and changes to the law. In 2020, the emphasis was on the expansion of online information provision about consumer rights in the corona era. Nine pages of new content, twelve news articles and ten letter templates about consumer rights during the corona era were published. The letter templates were downloaded over 40,000 times in 2020. Over 30,000 of the letter templates downloaded were about flight cancellations and requests for refunds due to coronavirus.

Customer satisfaction

The ECC conducts a customer satisfaction survey every year to improve its service. We conducted a customer survey in 2020 too. We are very proud of the outcome and the positive ratings we received from Dutch consumers. 90% of respondents think the ECC’s performance was good to excellent. Over 89.43% have a good to very good impression of the organisation. In 2019, that was 75%. In addition, at least 92% of respondents would recommend the ECC to others. Many respondents would like to see the ECC become more well-known.

Anniversary of the ECC Network

The network of European Consumer Centres (ECC Net) celebrated its fifteenth anniversary in 2020. This milestone was marked by many different promotional activities, including an online event presented by Didier Reynders, the European Commissioner for Justice. The ECC Network made its mark in the European arena with a new website. Curious about our anniversary and what the ECC Network has achieved in the past 15 years? Then see www.eccnet.eu.