Filing a complaint

NB! There are currently errors in submitting the online form! Please send a complaint/information request to the e-mail address [email protected]

When a problem arises between a consumer and a trader, the first step is to contact the trader directly and try to resolve the issue amicably.

If the trader does not respond to a verbal complaint or fails to provide a solution, the consumer should submit the complaint in writing.

This written complaint should include a clear description of the issue and be accompanied by a copy of the proof of purchase, such as a receipt or an order confirmation.

If the trader refuses to respond or provides an unsatisfactory solution, the consumer can reach out to ECC-Net for assistance.

Our role is to inform consumers about their rights and to mediate disputes between consumers and traders in an effort to find a compromise.

While we cannot enforce decisions, we aim to facilitate fair and amicable solutions. If mediation does not achieve the desired outcome, we can guide consumers on further options, such as alternative dispute resolution schemes or court procedures.

ECC Estonia is specifically competent to assist consumers who reside in Estonia and encounter cross-border issues with traders located in other EU member states.

If you live in another EU member state and have a complaint against a trader based in Estonia, you should contact your local ECC office.

Contact details for all ECC offices can be found at Contact Your Local ECC Office.

It is important to note that ECC-Net only assists with cross-border complaints within the EU and is available exclusively to consumers acting in a personal, non-business capacity. While we do not have enforcement powers, our goal is to help consumers navigate disputes and explore potential solutions.

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