Thank you very much! We've received your complaint

We have received your complaint. You will receive a confirmation email within a few minutes.

Please note the further procedure.

Important

  • We are currently receiving a large number of enquiries, and it will usually take at least 8 weeks before we can review your case. If you are no longer interested in having your case processed by us or if your case has been resolved in the meantime, please inform us immediately (info@cec-zev.eu). Please refrain from making any other enquiries regarding the status of your enquiry. 
  • Once there is an update about your case, you will be contacted by our legal advisor.

  • The actual processing depends on many different factors. In some cases, we are dependent on the response of our European colleagues, among other things.

  • Please note that we have no enforcement powers and rely on the cooperation of the merchant.

  • For further information about our service, please refer to our quality charter.

What can you expect from us?

1. Confirmation E-Mail

Within a few minutes, you will receive a confirmation email with a reference number.

Please keep the confirmation email! You will need the reference number if you contact us.

Please check your spam folder in case you do not receive the confirmation mail.

2. Assessment of your complaint

One of our specialized advisors will first assess your request. We are currently receiving a large number of enquiries, and it may take up to 8 weeks before we can review your case.

There are three possible options:

  • We will handle your complaint and get in touch with the European Consumer Centre (ECC) of the trader’s country.
  • We will request additional information to assess your complaint.
  • ECC Germany cannot handle your complaint. In this case we will inform you about alternative options.

3. In collaboration with the European Consumer Centres Network (ECC-Net)

If we can handle your complaint, we will forward it to the ECC based in the trader's country. 

A colleague from that ECC will assess your complaint again and if possible, get in touch with the trader to try to find an amicable solution to your complaint.

Please note that ECCs do not have any enforcement power, the cooperation of the trader is therefore required.

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Funded by the European Union. Views and opinions expressed are however those of the author(s) only and do not necessarily reflect those of the European Union or the European Innovation Council and Small and Medium-sized Enterprises Executive Agency (EISMEA). Neither the European Union nor the granting authority can be held responsible for them.