ADR bodies in Germany
Do you have a dispute with a trader from Germany? Alternative dispute resolution bodies support you in solving the problem: competent, quick and free of charge.
There are many specialised alternative dispute resolution bodies (ADR bodies) for example for disputes with airlines, insurances and financial institutions. All other disputes fall under the jurisdiction of a General Consumer Conciliation Body.
In Germany, alternative dispute resolution bodies are called ‘Verbraucherschlichtungsstellen’. They need to comply with quality standards applicable all over Europe. Verbraucherschlichtungsstellen are marked with an * on our website. There are also other out-of-court dispute resolution bodies. For example, for disputes with car traders.
The Federal Office of Justice also provides a list of all alternative dispute resolution bodies recognised in Germany.Consumers can find a list of all dispute resolution bodies in Germany below, categorized by sector.
Useful informaion:
- Try to solve the problem with the trader first, before you contact an ADR body
- Check whether the trader informs of ADR procedures on his website/ general terms of contract
- Use the online form, if available, to file a complain
Procedures undertaken with alternative dispute resolution bodies are always free of charge for consumers in Germany. Dispute resolution bodies are mostly called "Schlichtungsstelle", sometimes also "Ombudsmann" (ombudsman) or "Vermittlungsstelle" (conciliation committee).
ADR bodies in Germany
General Consumer Conciliation Bodies
Do you have a complaint against a retailer or a car rental company? Whenever there is no specialised conciliation body, you can turn to a general consumer conciliation body.
Travelling & public transport
Train delay, flight cancellation or baggage loss: If consumers have problems with airlines or other transport companies, they can turn to a dispute resolution body.
Car Retail
Frequent points of dispute when buying a used car are technical vehicle defects, accident damage or problems with the sales contract. Consumers can also file complaints resulting from disputes for repairs.
Insurances
Do you encounter problems with an insurance? You will find some useful information on ADR bodies dealing with complaints against insurances, intermediaries, brokers and sales representatives.
Telecommunication & Mail
Do you have a dispute about phone bills or problems changing your phone provider? Has your package been damaged in transit? In this and many other cases, the Federal Network Agency can help you.
Financial Services & Money Investment
Do you have a dispute with a financial institution? Then you can turn to a specialised ADR body, e.g. if the dispute concerns consumer credits, money transfers or investments.
Lawyers & Tax Advisors
ADR bodies and arbitration boards can help solve disputes between lawyers and clients. These include disputes about fee invoices and/or claims for damages.
Credit Rating
In cases of differences with the SCHUFA, consumers can turn to its ombudsman. The ombudsman clarifies the disputed matter neutrally and free of charge.
Energy
The ADR body for energy handles disputes between consumers and energy providers (electricity and gas) that concern, for example, the payment of an invoice or the switch to a new energy supplier.
Real Estate
Consumers can turn to an ADR body in cases of disputes with estate agents, administrators, construction companies and architects in order to find a quick and amicable solution.
Moving Companies
Consumers can turn to an ADR body in cases of disputes with a moving company of the AMÖ in order to find a quick and amicable solution.
Skilled Crafts
If you have a dispute with a craftsman, you can submit your complaint to one of the many regional chambers of skilled crafts, which will then conduct the conciliation procedure.
Persons with Disabilities
You were violated by a public body in your right to accessibility because of your impairment or you could not participate in life in society?
Car rental services
Do you face issues with a car rental service? Did the car rental company charge you an additional insurance?
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