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.
- 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).
Consumers from other European countries can use the ODR platform to contact ADR bodies in Germany. This online platform provides a central access point to all ADR bodies in Europe and helps to overcome language barriers.