ADR bodies in the EU

Alternative dispute resolution bodies: In Bulgaria, specialised ADR bodies cover the following sectors:

• public transport (train, airplane, ship)
• postal services and electronic telecommunication
• road traffic
• financial services
• private social insurances and insurances
• energy and gas
• water supply

In addition, a general ADR body, the General Conciliation Committee, covers all remaining sectors.

These specialised ADR bodies and the general ADR body belong to a Bulgarian consumer protection authority: the Commission for Consumer Protection.

In addition, a private ADR body covers traders from many different sectors: the Centre for Alternative Dispute Resolution (НАИС ПРО). The National Association for Out-of-Court Settlements runs this body. Traders must be affiliated with it. So far, only Bulgarian traders and consumers can register on the NAIS online platform. The platform is currently being translated into English. Once this has been finalised, non-Bulgarian consumers will also be able to submit their complaints via the platform.

Another ADR body covering many sectors is the Centre for Alternative Dispute Resolution ‘Consensus’.

Costs: Conciliation procedures in Bulgaria are free of charge for consumers, except currently at the conciliation centre ‘Consensus’.

Language: Proceedings take place in Bulgarian. At the dispute resolution centre ‘NAIS’ and “consensus” proceedings can be conducted in English.

Obligatory trader participation: Participation in ADR procedures is voluntary.

Outcome: ADR bodies propose solutions that only become binding on consumers and traders if both parties accept them.

Specifics: Most ADR bodies reject complaints if consumers do not submit them within one year after they initially filed a complaint with the trader and did not reach a solution. 

Alternative dispute resolution bodies: In Denmark, there are specialised ADR bodies for many sectors, for example:

• renting holiday homes
• hotels, restaurants and tourism
• transport (flights/ shipping trip/ public transport) and post (public authority)
• public transport (bus, train, subway)
• car purchase and repair
• telecommunications
• financial services (multiple)
• insurances
• energy
• package travel
• stock and brokerage companies
• driving lessons
• technical facilities
• construction
• certified construction experts
• craft
• rental disputes
• Real estate agent
• cab
• parking
• shipping trip
• lawyers

If none of these ADR bodies is competent to handle the complaint, consumers can turn to the Complaints Resolution Centrethat belongs to the Ministry of Economy.

Costs: ADR procedures are sometimes free of charge for consumers and traders, but often consumers and traders have to pay a procedural fee. The fee is often refunded to the consumer, for example if the consumer's complaint is upheld in whole or in part.

For example, at the Complaints Resolution Centre consumers need to pay 100 DKK whereas traders are exempted from any fees.

Languages: Proceedings are held in Danish. Some ADR bodies also handle complaints in English or German.

Obligatory trader participation: Even if traders are not willing to participate in ADR procedures, they may be obliged to pay the procedural fee. In addition, ADR bodies will propose a solution, even if traders do not give a statement.

Outcome: ADR bodies propose solutions. These proposals become binding on consumers and traders only if both parties accept them. If the trader does not accept the proposal in favour of the consumer, the consumer can get assistance by the ADR body in bringing the case to court in the first instance.

Specifics: The Complaints Resolution Centre rejects complaints if their value is less than 1.220 DKK or more than 100.000 DKK. Complaints regarding clothes and shoes must have a minimum value of 790 DKK.

If no solution is found at the Complaints Resolution Centre, the consumer can forward the complaint to the Danish Consumer Complaints Board. Consumers have to pay another fee of 400 DKK to start this procedure. This fee is refunded to consumers if they win the case. The decision issued by the Danish Consumer Complaints Board is enforceable unless it is contested by the trader within 30 days.

ADR bodies can reject complaints if consumers have been passive for too long since the last correspondence with the trader. This is usually assessed case-by-case.

Alternative dispute resolution bodies: In Germany, recognised alternative dispute resolution bodies may call themselves Verbraucherschlichtungsstelle. There are specialised ADR bodies for the following sectors:

• public transport by airplanes, railways, buses and ships (one is organised by authorities)
• telecommunications and postal services (authority)
• financial services (some are organised by authorities)
• insurances
• energy
• lawyers
• real estate and architects
• moving companies

If no specialised ADR body is available to handle the complaint, consumers can turn to the General Consumer Conciliation Body, the Universalschlichtungsstelle des Bundes.

In addition, there is an ADR body for issues with social media platforms.

The Federal Office of Justice provides for a list with all German ADR bodies.

Costs: ADR procedures are mostly free of charge for consumers. Traders usually need to pay a fee.

Languages: Applications can be submitted to all conciliation centres in German and the language of the proceedings is usually German. Applications can also be submitted in English to the Schlichtungsstelle Nahverkehr and the Schlichtungsstelle Reise & Vekehr. At the Schlichtungsstelle Reise & Verkehr proceedings can also be conducted in English but the proposal is in German. Applications can be submitted to the Universalschlichtungsstelle des Bundes in German, English and French. However, the language of the proceedings remains German.

Obligatory trader participation: Traders are often obligated to take part in ADR procedures. For example, traders in the energy supply, postal service provider or air carrier sectors have this obligation. In this case, they are also required to bear the procedural costs. Traders in other sectors, though, are not held to participate in the procedure before the general ADR body.

Outcome: Solutions proposed by most ADR bodies only become binding if both parties accept them. Proposals made by the ADR body for insurance and by some ADR bodies in the financial sector are binding for traders (but not for consumers) if the claim’s value does not exceed 10.000 €.

Specifics: There are also non-recognised conciliation bodies in Germany. You can find an overview, sorted by sector, under ‘ADR bodies in Germany’.

Alternative Dispute Resolution Bodies: In Estonia, there are specialised ADR bodies for the following sectors:

• car insurances
• insurances
• lawyers

Consumers can also turn to the Consumer Disputes Committee, an independent unit belonging to an authority.

Costs: ADR procedures are always free of charge for consumers and usually also for traders. Only the ADR body for insurances charges traders an administration fee.

Languages: All four ADR bodies hold proceedings in Estonian.

Obligatory trader participation: Traders do not have to take part in ADR proceedings. However, irrespective of their participation, ADR bodies always propose a solution.

Outcome: ADR bodies propose solutions that only become binding on consumers and traders if both parties accept them.

Specifics: Procedures before the European Consumer Centre (ECC) Estonia and the Consumer Disputes Committee can be linked. Traders only have to give their statement once.

Alternative dispute resolution bodies: In Finland, there are specialised ADR bodies for the following sectors:

• car accidents
• financial services and insurances

In addition, the Consumer Disputes Board handles several types of disputes between consumers and traders. It is an independent expert board appointed by the Ministry of Justice.

Costs: ADR procedures are free of charge for consumers and traders.

Languages: Complaints can be filed in Finnish or Swedish. The ADR body for financial services and insurances accepts complaints in English.

Obligatory trader participation: Traders are free to decide whether they want to participate in an ADR procedure.

Outcome: ADR bodies propose solutions that only become binding on consumers and traders if both parties accept them.

Specifics: Certain deadlines exist for filing a complaint. For example, the ADR body for financial services rejects complaints filed later than three years from the time of appearance of the error or defect.

Alternative dispute resolution bodies: In France, there are specialised ADR bodies for different sectors, for example:

• Retail (E-Commerce)

• Tourism

• Public Transport

• Car Sales and Repair

• Telecommunication

• Postal Services

• Financial Services

• Insurances

• Energy

• Water supply

• Lawyers

Public authorities run two of these ADR bodies: one covers the Energy Sector and the other covers some Financial Services like financial product marketing and asset management.

Several companies - including such from the public transport, post, finance and electricity sector- run their ADR bodies.

In addition, many business associations run ADR bodies which cover companies affiliated with them.

Finally, there are ADR bodies independent of business associations and businesses.

Consumers must first contact the trader's customer service to solve their complaint. If they are unsuccessful, consumers can turn to an ADR body.

The French government has made available a list of the ADR bodies categorised in 18 different economic sectors.

Costs: ADR procedures are free of charge for consumers, but often not for traders. ADR bodies run by business associations often charge companies membership fees.

However, before the two ADR bodies run by public authorities neither traders nor consumers have to pay a fee.

Language(s): The procedural language is French. At some ADR bodies the complaint can be filed in English, German or Italian.

Obligatory trader participation:  Traders have to be affiliated with an ADR body and inform consumer of this body on their website and in their Terms and Conditions.

The DGCCRF (competent authority) can fine a trader if he does not comply with these obligations. Consumers who do not find an ADR body can turn to this authority.

Outcome: ADR bodies propose solutions. These proposals become binding on consumers and traders only if both parties accept them.

Specifics: Decisions issued by ADR bodies are confidential. They can only be used in court procedures if both parties agree on it.

Some ADR bodies reject complaints if consumers do not file them within one year after having unsuccessfully filed a complaint with the trader.

Alternative dispute resolution bodies: In Greece, there are specialised ADR bodies for flight passenger rights, energy, waste and water (public authority) as well as for financial services and investments.

In addition, there are three general ADR bodies which accept all types of consumer disputes:

• ADR Point – Alternative Dispute Resolution Centre
• Independent Authority ‘Consumer Ombudsman' (public authority)
• startADR – Institute for Alternative Dispute Resolution

Costs: The procedure is always free of charge for consumers. Traders have to pay procedural fees before the ADR Point, startADR and the European Institute for Conflict Resolution.

Languages: Except for the ADR bodies run by a public authority, ADR proceedings can be held in English.

Obligatory trader participation: Traders are free to decide whether they want to participate in ADR procedures.

Outcome: ADR bodies propose solutions that only become binding on consumers and traders if both parties accept them.

Specifics: Consumers must file their complaint within one year after they unsuccessfully filed a complaint with the trader.

In some cases, the physical presence of the parties can be required.

An ADR body can reject a case if it was already pending before another ADR body. This restriction, though, is not applicable to the Independent Authority ‘Consumer Ombudsman’.

Alternative dispute resolution bodies: In Ireland, there are three specialized ADR bodies who cover the following sectors:

• Energy and Water
• Financial Services
• Construction of new houses and house maintenance

In November 2024, a new social media ADR body was set up to deal with disputes relating to content being decided on Facebook, TikTok and YouTube.

In addition, there is a general ADR body, NetNeutrals, dealing with consumer complaints from different sectors like:

• e-commerce
• services
• aviation

NetNeutrals is able to assist in resolving a dispute only if the trader is listed.

Costs: ADR procedures are mostly free of charge for the consumer. At the ADR body for Construction of new houses and house maintenance, consumers have to pay a fee of 50, - EUR. At the ADR body NetNeutrals, a fee is charged for companies. There is a 5, - EUR fee at the ADR body for social media which is refunded if the decision is in favour of the consumer.

Languages: Complaints can be filed in English. In addition to that, complaints with NetNeutrals can be filed in French, Spanish or German. The ADR body for social media offers the following languages: German, English, French, Italian, Dutch and Spanish.

Participation: Traders do not have to take part in procedures before an ADR body.

Outcome: ADR bodies propose solutions, which become binding on consumers and traders only if both parties accept them.

Specifics: There is another out-of-court dispute resolution body in Ireland for car rental disputes.

In addition, complaints against airlines can be filed with the Commission for Aviation Regulation.

Alternative dispute resolution bodies: In Iceland there are specialised ADR bodies for the following sectors:

• Flight passenger rights (Icelandic Transport Authority)
• Housing
• Financial Services  
• Insurances
• Automotive Appeals

If none of these ADR bodies is competent, consumers can make a complaint at the Complaints board for goods and services. This complaint board is competent for most disputes regarding the purchase of goods or services.

Costs: The procedure at the Housing Complaints Committee is free of charge for consumers and traders. All other ADR bodies charge a fee between about 31 und 58 EUR (5,000 and 15.000 ISK) for a procedure. With the Complaints Committee for Goods and Services, the procedural fee is refunded if the consumer is at least partially upheld by the Complaints Committee.

Languages: Proceedings are held in Icelandic. Complaints can also be filed in English. The Complaints board for goods and services as well as the Automotive Appeals Committee offer also procedures in English.

Obligatory trader participation: The traders are not obliged to participate in ADR procedures.

Outcome: The decision of the Housing Complaints Committee is binding for both parties and can only be challenged in a court procedure. The other ADR bodies offer a solution proposal, which only becomes binding if the consumer and trader accept it. If, in a procedure, the Complaints Board for Goods and Services decides in favour of the consumer, the trader may object to the proposed solution within 30 days. The ADR body will then publish this decision on their website.

Specifics: The Housing Complaints Committee is also competent for disputes regarding recreational homes.

Alternative dispute resolution bodies: ADR bodies in Italy are run by private entities and regional Chambers of Commerce. In Italy, there are different types of specialised ADR bodies.

First, there are joint conciliation bodies. These consist of representatives from the trader and the consumer side. Many big traders teamed up with consumer organisations to establish them. These traders come from the following sectors: railway (Trenitalia), internet and telecommunication (Telecom Italia, Poste Italiane, Tim Telecom, Fastweb, Vodafone Italia, Wind Tre and the Consorzio Netcomm – its members), post (Poste Italiane), finance (Poste Italiane) and the energy, gas and water sectors (Acea, A2A, Eon, Enel, Edison Energia, Eni und Iren).

Furthermore, there are ADR bodies that cover multiple sectors irrespective of the trader, i.e.

• Communication (telephone, internet and postal services)
• Electricity, water and gas
• Finances
• Online-trade

The Online Ombudsman specialises in online commerce and can only be called upon in the event of complaints against companies from the Bolzano or Trento regions.

The Chambers of Commerce in certain regions are the regional ADR bodies (Bari, Bolzano, Cosenza, Naples, Caserta, North-West Tuscany, Irpinio-Sannio, Vibo di Valentia). The ADR body can handle complaints if the trader or the consumer resides in the region.

Costs: The joint conciliation bodies work free of charge for consumers. At most of the other ADR bodies, though, consumers and traders are required to pay fees.

At the ADR bodies run by regional Chambers of Commerce, consumers need to pay between 30 and 60 EUR. Traders pay higher fees depending on the value of the dispute.

Languages: At the majority of ADR bodies consumers can submit their complaints in Italian and English. The proceedings are also held in these languages.

Obligatory trader participation: Traders are not obligated to participate in ADR procedures except for the joint conciliation procedures.

Outcome: ADR bodies offer different types of procedures. Mediation procedures are always terminated by a proposal that only becomes binding on consumers and traders if both parties accept them. On the contrary, ADR procedures end with binding decisions, at least for the traders.

Specifics: If a trader does not abide by the decisions issued by the ADR body for financial services, this will be posted on the ADR body’s website.

In the communication (telephone, internet and postal services), paid TV, electricity, gas, water, finances and insurance sectors, consumers are required to carry out ADR procedures before they can go to court.

At most ADR bodies run by the regional Chambers of Commerce, the parties are required to be physically present.

Alternative dispute resolution bodies: In Croatia, there is one specialised ADR body for insurances.

In addition, there are several general ADR bodies cover disputes between consumers and traders irrespective of the sector:

• the Mediation Centre of the Croatian Chamber of Trades and Crafts
• the Court of Honour at the Croatian Chamber of Trades and Crafts
• the Mediation Centre at the Croatian Chamber of Economy
• the Court of Honour at the Croatian Chamber of Economy
• the Mediation Centre of the Croatian Mediation Association
• the PROFI TEST d.o.o., ‘Medijator’ Mediation Centre

Consumers can only file complaints before the Chamber of Trades and Crafts, the Chamber of Economy, and the Mediation Centre at Croatian Employers’ Association if the trader is associated with them. Furthermore, the parties have to be physically present for proceedings before the Court of Honour at the Croatian Chamber of Economy. For proceedings before the Court of Honour at the Croatian Chamber of Trades and Crafts, the parties only have to be present if both the trader and the consumer reside in Croatia.

Costs: Procedures at the ADR body for insurances, the Courts of Honour and the Mediation Centre at the Croatian Employers’ Association are free of charge for consumers and traders. The other ADR bodies charge consumers and traders fees depending on the value of the dispute.

Languages: Most ADR bodies hold their proceedings in Croatian and English. Some of them also accept complaints filed in German and Italian.

Obligatory trader participation: At most ADR bodies traders are not obliged to participate. The Courts of Honour can make a binding decision even without having received a statement from the trader.

Outcome: Decisions of the Courts of Honour are binding for consumers and traders, but they only impose sanctions on the trader and do not make a proposal to solve the individual case. Most other ADR bodies propose solutions that only become binding if both parties accept them.

Specifics:  In cases concerning a company providing a public service (e.g. electricity, water supply, garbage disposal) the company is obligated to have an advisory board for consumers (Povjerenstvo za reklamacije). We recommend contacting this board specifically when complaining to the company.

Most ADR bodies reject complaints if they are not filed within one year after the consumer first filed a written complaint with the trader without success.

Alternative dispute resolution bodies: In Latvia, there are specialised ADR bodies for the following sectors:

• communication, energy, gas and water (public authority)
• financial services
• insurances
• motor insurances
• lawyers

If none of these ADR bodies is competent for the dispute, consumers can submit their complaint to a general ADR body, the Commission for Solving the Consumer Disputes at the Consumer Rights Protection Centre (public authority).

Costs: ADR procedures are always free of charge for traders and in most cases for consumers. Consumers are only required to pay a fee before the ADR bodies for insurances. However, the fee can be refunded if complaints are at least partially successful or rejected as inadmissible.

Languages: In general, the proceedings are held in Latvian. At the Ombudsman of the Finance Latvia Association, they can also be held in English.

Obligatory trader participation: Traders are obligated to participate. As a result, the ADR body always proposes a solution.

Outcome: ADR bodies propose solutions that, in general, only become binding on consumers and traders if they accept them. At some ADR bodies, the solutions proposed are only binding for traders.  

Specifics: ADR bodies reject complaints that are not filed within one year after the consumer unsuccessfully filed a complaint with the trader.

The Consumer Rights Protection Centre runs a list of traders who do not respect the proposals issued by the Commission of Resolving Consumer Disputes.

Alternative dispute resolution bodies: In Liechtenstein, there is one specialized ADR body for the following sector:

•   Financial Services and Insurances

Only if disputes do not fall under the scope of this specialized ADR body, consumers can file a complaint before the general ADR body (Amt für Volkswirtschaft). 

Costs: Consumers are required to pay a nominal fee of 50 CHF if they want to file a complaint.  However, consumers may be required at the ADR body for financial services and insurances to take over some procedural costs, if disputes are especially complicated. For traders, procedures are usually free of costs.

Language(s): The procedural language is German. Complaints can be filed in another language before the ADR body for financial services if they are combined with a German translation. 

Obligatory trader participation: In general, traders’ participation in ADR is voluntary, except if they signed a participation agreement with consumers.

Outcome: Proposed solutions only become binding if both parties accept them.

Alternative dispute resolution bodies: In Lithuania, there are specialised ADR bodies for the following sectors:

• telecommunications and postal services
• financial services and insurance
• energy services (energy commission)

They are all part of public authorities. If the dispute concerns other sectors, consumers can submit their complaint to the Consumer Rights Protection Authority.

Costs: ADR procedures are free of charge in Lithuania.

Languages: Proceedings are held in Lithuanian. If necessary, the ADR body may accept complaints submitted in other languages.

Obligatory trader participation: Traders are obliged to respond to consumer complaints in written form providing sufficient explanations within 14 days. If traders do not respond to complaints or do not respond in a sufficient manner, the Consumer Rights Protection Authority can impose fines on them of between 72 and 724 EUR.

Outcome: Decisions proposed by ADR bodies are binding on consumers and traders if neither the consumer nor the trader brings actions before court within 30 days after the decision is made. The only instances where decisions taken by the ADR are non-binding are recommendations made to financial services.

Specifics: Consumers can file complaints before ADR bodies only within one year after having unsuccessfully filed a complaint with the trader.

The value of the case must exceed 20 EUR (exceptions possible).

Solutions proposed by ADR bodies are enforceable.

There is a (non-recognised) out-of-court dispute resolution body for disputes concerning lawyers at the Bar Association.

Alternative dispute resolution bodies: In Luxembourg, there are specialised ADR bodies for the sectors:

• Travel
• Telecommunications and Postal Services (Public Authority)
• Financial Services (Public Authority)
• Energy (Public Authority)
• Insurances

If the specialised conciliation bodies are not competent to handle the dispute, consumers can submit their complaint to the National service of the Mediator of consumption.

There is also the official supervisory authority for insurance companies. This is authorised to process applications for the out-of-court settlement of complaints:

• Commissariat aux Assurances

Costs: ADR procedures are free of charge for both consumers and traders.

Language(s): In general, the proceedings are held in Luxembourgish, French and German. The ADR body for financial services, one of the ADR for insurances and the National service of the Mediator of consumption also accept complaints in English.

Obligatory trader participation: In most cases participation is voluntary for traders, except if they signed a participation agreement with the ADR body.

Outcome: ADR bodies propose solutions that only become binding for consumers and traders if both parties accept them.

Specifics: Most ADR bodies reject complaints if they are not filed within one year after the consumer unsuccessfully filed a complaint with the trader.

Alternative dispute resolution bodies: In Malta, there are specialized ADR bodies for:

• Retail of Goods and Cars

• Financial Services and Insurances

There are several ADR bodies for the gambling sector due to the large number of gambling companies based in Malta, especially: MADRE, EADR ,Pardee Consulta and eCoGRA. The competent ADR body should be named in the general terms and conditions of the respective provider.

In addition, there is a general conciliation board that can be called upon for any dispute with a company if there is no specialized ADR: the Directorate of Complaints and Arbitration (authority).

Costs: Procedures before the Directorate of Complaints and Arbitration are free of charge.

All licensed gaming operators in Malta are legally obliged to provide their customers with free access to a licensed dispute resolution service. If companies refuse to do so, consumers can complain to the MGA regulator. 

At the Retail of goods and cars, the procedures are subject to a fee for both parties. Consumers must pay a one-off fee of EUR 35.40. In addition, a fee of EUR 59 per hour of work of the conciliation body is due, which consumers and companies must pay jointly. 

Only consumers pay a fee of EUR 25 to the financial and insurance conciliation body. This fee is reimbursed if an agreement is reached between the parties or if the complaint is withdrawn. 

Language(s): Conciliation procedures can be conducted in Maltese and English; at the financial and insurance conciliation body, procedures are held in English.

Depending on the language skills of the conciliators, Italian and German are sometimes also offered.

In the field of gambling, the Maltese Alternative Dispute Resolution Entity (MADRE) also offers conciliation procedures in German for gambling offers that take place under a German licence (Casino SH or sports betting under the GlüStV).  

Obligatory trader participation: There is no obligation for companies to participate in ADR proceedings. Gambling companies that are obliged to grant conciliation are an exception. 

Outcome: ADRs offer a proposed solution. The conciliation proposal is binding for consumers and companies if they have agreed to it in advance.

Specifics: In addition to the recognized ADR bodies, there are other conciliation boards in Malta: 

• Tourism (Public Authority)

• Public Transport (Public Authority)

• Energy

• Advertising of Medical Products (Public Authority)

Alternative dispute resolution bodies: In the Netherlands there are three specialized ADR bodies for the following sectors:

• Financial Services
• Health Insurances
• Rental flats

In addition, there is a general ADR body covering all other sectors: De Stichting Geschillencommissie Consumentenzaken.

Complaints can only be filed before ADR bodies, if traders are associated with them. ADR bodies are run by private entities.

Costs: The general ADR body requires consumers to pay between 27,50 and 340 EUR for each proceeding. The fee depends on the subject. At a first step, the ADR bodies for financial services and health insurance try to solve the dispute by contacting the trader. 

This first step service is free. Afterwards, the consumer can ask the ADR bodies to decide regarding their complaint. For this second step, consumers must pay before the ADR body for health insurance companies, but before the ADR body for financial services providers it is free of charge.

Procedures before the ADR body for housing rental contracts cost both parties - the landlords and the tenants - 25 EUR. Landlords pay more if they rent out flats professionally.

Irrespective of the ADR body, traders have to reimburse consumers if they lose the case. In addition, traders are required to pay general membership and other fees to the ADR body.

Language(s): The procedural language is Dutch. At the ADR body for financial services, consumers can also submit their application in English.

Obligatory trader participation: Members of ADR bodies are obliged to take part in the procedure.

Outcome: Decisions made by the ADR body for health insurance services and the ADR body for housing rental contracts are binding for consumers and traders. If a party does not want to accept the decision, it must take the case to court immediately.

Decisions taken by the ADR body for financial services become binding only if both parties have agreed that it would be binding, either before or after the procedure.

Specifics: In addition to these ADR bodies, there are further (non-recognised) out–of-court dispute resolution bodies that can help settle a dispute with a Dutch trader.

For example, there is one for disputes with pharmacies.

If an online shop carries either the quality label of the Stichting Webshop Keurmerk or Thuiswinkel Waarborg, consumers can file a complaint free of charge before these bodies.

If the complaint remains unsolved, they can still file a complaint before the general ADR body.

Alternative dispute resolution bodies: There are specialized ADR bodies for the following sectors:

• Travel and Package Travel

• Telecommunications

•  Financial services, insurances and debt collection

• Electricity

• Real Estate Construction

• Rented Dwellings

• Parking Tickets and Towing

• Real Estate Services

• Real Estate Evaluation Services

For all other sectors, consumers can turn to the Norwegian Consumer Authority. They will attempt to resolve the dispute in a mediation procedure. If the complaint cannot be resolved through mediation with the Consumer Authority, some cases can be referred to the Consumer Complaints Board.

Costs: ADR procedures are mostly free of charge for consumers, except for the ADR body for rented dwellings and the Consumer Authority where consumers have to pay a fee of 262 NOK.

On the contrary, traders must pay fees at almost all ADR bodies.

Language(s): Some ADR bodies accept complaints in Norwegian, English, and other languages. Proposals, however, are only issued in Norwegian.

Obligatory trader participation: Trader participation in ADR proceedings is voluntary.

Outcome: Most ADR bodies propose solutions that only become binding on consumers and traders if they accept them.

Decisions made by the ADR bodies for rented dwellings as well as parking tickets and towing are binding for consumers and traders, if neither party files a court action within the deadline.

Specifics: At most ADR bodies, complaints have to be submitted within one year after the consumer filed a written complaint with the trader.

Some ADR bodies publish ADR proposals on their websites.

Alternative dispute resolution bodies: There are specialized ADR bodies for the following sectors:

• Passenger Rights
• Telecommunication
• Post
• Financial Services
• Energy (Public Body)
• Prefabricated Houses

If there is no specialized ADR body, consumers can submit their complaint to the general ADR body or to the Internet Ombudsman (for an E-commerce-dispute).

Costs: ADR procedures are free of charge for consumers. Traders only have to pay fees at the agency for passenger rights.

Language(s): The language of the proceedings is German. The agency for passenger rights accepts complaints in English.

Participation: Participation in the ADR procedure is usually voluntary for companies. In some cases, companies are obliged by agreement or law to participate.

Outcome: ADR bodies propose a neutral solution and this proposal only becomes binding on consumers and traders if they accept it.

Specifics: Most ADR bodies reject complaints if consumers do not submit them within one year after they filed a complaint with the trader and did not reach a solution.

Alternative dispute resolution bodies: In Poland, there are specialised ADR bodies for the following sectors:

• air travel (public authority)
• train travel (public authority)
• postal and communication services(public authority)
• banking services (Polish Bank association)
• Financial services and insurances:

         financial Ombudsman (public authority) and the Arbitration Court at the Polish Financial Supervision Authority (PFSA) (public authority)

• energy and fuel market (public authority)
• food

If the dispute does not fall under the jurisdiction of a specialised ADR body, consumers can turn to the Trade Inspection Authority of the province in which the trader is based. There is also an ADR body for energy and water, financial services, and postal and electronic communications called Ultima Ratio: First Electronic Arbitration Court at the Association of Notaries.

Costs: Most ADR procedures provide their services free of charge to consumers and traders. Parties can be charged with additional fees, e.g. if experts need to be consulted.

At the ADR body for online-trade consumers pay a fee of 5 EUR (20 PLN) and traders of approximately 110 EUR (460 PLN). Consumers have to pay between 4 and 10 EUR (20 - 50 PLN) before the Financial Ombudsman and the Banking Ombudsman of the Polish Bank Association. Consumers have to pay 10, 30 or 100 EUR (50, 150 or 500 PLN) before the Arbitration Court at the Polish Financial Supervision Authority depending on the procedure.

At the Ultima Ratio, the fee depends on the amount in dispute.

Language(s): The procedural language is Polish. The ADR body for air travel holds its proceedings also in English.

Obligatory trader participation: Traders are not obligated to take part in ADR procedures. Only some ADR bodies can require traders to participate: The Polish Bank Association, the Financial Ombudsman and the Rail Passengers’ Right Ombudsman.

Outcome: ADR bodies propose solutions that only become binding on consumers and traders if they accept them. Traders (not consumers) are bound to proposals issued by the Polish Bank Association. In Ultima Ratio, the proposal is binding on the consumer and the trader.

Specifics: The internal regulations of each ADR body lay down the deadlines for the submission of complaints. It cannot be shorter than one year since the consumer unsuccessfully complained to the trader for the first time.

The Ombudsman of the Polish Bank Association publishes its decisions in an anonymised way.

Alternative dispute resolution bodies: In Portugal, there are specialised ADR bodies for:

• travel and tourism (authority)
• insurances

In addition, there are ADR bodies that cover the following regions: Algarve, Coimbra, Lisbon, Madeira (public authority), Porto and Vale do Ave.

If there is no specialised or regional ADR body, consumers can file a complaint at the Centro Nacional de Informação e Arbitragem de Conflitos de Consumo.

Alternatively, there is the Consumer Court of Arbitration that can help.

Finally, there is another general ADR body at the Autonomous University of Lisbon (Centro de Arbitragem da Universidade Autónoma de Lisboa) that can manage any dispute between consumers and traders irrespective of the region.

Costs: Consumers and traders only need to pay fees at some ADR bodies, including the specialised ADR bodies for cars and insurances, the regional ADR bodies in Lisbon and Porto, and the general ADR body of the University of Lisbon.

Languages: In general, ADR proceedings are held in Portuguese. However, the general ADR body at the Autonomous University of Lisbon conducts proceedings also in German, English, French and Spanish. The ADR body of the Algarve and Porto offer proceedings also in English, French and Spanish.

Obligatory trader participation: Traders are obliged to take part in ADR procedures, except that the value of the dispute exceeds 5000 EUR. Participation is also obligatory for certain public services suppliers (for example water, electricity and gas suppliers, as well as providers of electronic communications and postal services).

Outcome: Some ADR bodies offer conciliation and arbitration procedures. Solutions proposed in conciliation procedures become binding only if consumers and traders accept them. Decisions issued in arbitration procedures, however, are binding for both parties and have the same effects as a judicial decision.

Specifics: ADR bodies can reject complaints if consumers contact them more than one year after their first attempt to solve the problem with the trader.

If consumers are not satisfied with an conciliation decision, they can take recourse to the competent court of first instance.

Private investors can file complaints against Portuguese intermediaries or investment funds before the Comissão do Mercado de Valores Mobiliários (authority). This regulatory authority provides a conflict mediation service.

Alternative dispute resolution bodies: There is one recognized ADR body in the Non-Banking Financial Field, e. g. insurance and investments.

In addition, there is the  National Authority for Consumer Protection. Consumers from every EU member country can appeal this ADR body, the sole condition being that the trader is located in Romania.

Costs: The procedure before the National Authority for Consumer Protection is free of charge for both the consumer and the trader.

Languages:  The procedural language is Romanian.

Obligatory trader participation: Traders who have their business address in Romania are not obliged to participate in ADR procedures. However, if they participate, they have to inform the consumers about this on their website. Traders must also inform consumers about the possibility of ADR procedures, in the case where the dispute cannot be solved between the parties. 

Outcome: The ADR body proposes a solution. Neither party is bound by the proposal. If the trader declines the proposal, the ADR body informs the consumer about the next legal steps he may take to enforce his claim.

Specifics: The complaint must be submitted within one year from the date when the consumer first filed a complaint with the trader or from the date of the action that resulted in the dispute. In some cases, the physical presence of the parties or of their representatives may be requested.

Furthermore, there are other ADR bodies for different sectors, but which are not yet recognized. There are ADR bodies for:

• Telecommunication
• Banking Business

Alternative dispute resolution bodies: In Sweden, there are specialised ADR bodies for:

• Victims of Car Accidents

• Insurance Sector

• Real Estate

• Lawyers (Bar Association)

• Funeral Undertakers

All other cases fall under the scope of the National Board for Consumer Disputes (public authority).

Some specialised ADR bodies ask traders to be members (for example the Swedish Funeral Directors' Association Complaints Board). If they are not members, consumers must file a complaint before the general ADR body.

Costs: ADR procedures are mostly free of charge for consumers, except for those before the National Board for Consumer Disputes and the ADR body for lawyers. For traders all ADR bodies are free of charge.

Language(s): The procedural language is Swedish. Consumers can also file their complaint via e-mail in English. In addition, if traders agree on English as procedural language, the ADR body will handle the case in English.

Obligatory trader participation: There is no obligation for traders to take part in ADR procedures. However, the National Board for Consumer Disputes will nevertheless propose a solution to a dispute with a Swedish trader, even if the trader does not participate in the ADR procedure.

Outcome: ADR bodies propose solutions that only become binding on consumers and traders if they accept them. Only proposals of the ADR bodies for lawyers and funeral undertakers are directly binding to traders but not consumers.

Specifics: Consumers can only file complaints before Swedish ADR bodies if the Swedish law is applicable.

The National Board for Consumer Disputes only accepts a case if its value lies between 500 and 2.000 SEK. The minimum value depends on the subject matter.

Complaints to the Bar Association’s ADR body must have a minimum value of 1.000 SEK. The claim’s value must not exceed 200.000 SEK.

Consumers must file their complaints before the National Board and the ADR body for lawyers at the latest one year after they unsuccessfully filed a complaint with the trader.

In Sweden, there are further out-of-court dispute resolution bodies; for example, the Swedish Estate Agents Inspectorate. It exercises supervision of the registered estate agents, but it does not help to settle disputes. However, consumers can submit a complaint against an estate agent who has acted incorrectly.

Alternative dispute resolution bodies: In Slovakia, there are specialised ADR bodies in the following sectors:

• electronic communications and postal services (supervisory authority)
• financial services
• insurances
• energy (supervisory authority)
• electricity and gas

In addition, there are three general ADR bodies which handle all kinds of disputes between consumers and traders:

• Slovak Trade Inspection(public authority)
• ConsumerProtection Society
• Association for the Protection of Citizens’ Rights - AVES

If several ADR bodies are competent, the consumer is free to choose one.

Furthermore, there is an association that offers out-of-court dispute resolution procedures: Ombudspot.

Costs: ADR bodies in Slovakia do not charge fees. Only the ADR body Ombudspot charges consumers up to 5 EUR to start the proceedings.

Languages: Consumers can submit their complaints in Slovak or English. The Consumer Protection Society also handles complaints in German. At the Association for the Protection of Citizens’ Rights offers proceedings in addition also in German, Czech or Hungarian.

Obligatory trader participation: Traders are obliged to participate in ADR procedures.

Outcome: ADR bodies propose solutions that only become binding on consumers and traders if both parties accept them.

Specifics: Complaints with a value in dispute of less than EUR 20 are rejected by some ADR bodies.

Alternative dispute resolution bodies: In Slovenia, there are specialised ADR bodies for:

• financial services (banking association)
• insurances (insurance association)
• investments (investment fund association)

In addition, there are eight ADR bodies, which are not restricted to a specific sector.

• European Centre for dispute resolution
• Law firm Devetak in partnerji
• Association of Conciliators of Slovenia
• Lawyer Nataša Mlakar Sukič
• Lawyer Jurij Preložnik
• Lawyer Bojan Lakožič
• Lawyer Aleksander Petrovič
• Weber N., legal advice, analyses and mediation

 Consumers are free to choose the ADR body.

Costs: ADR procedures are always free of charge for consumers. Traders are required to pay before all ADR bodies except before the ADR body for insurances.

Languages: Most ADR bodies accept applications in Slovenian or English.

Obligatory trader participation: In the energy sector and sometimes in the financial sector traders are obliged to take part in ADR procedures.

Outcome: Some ADR bodies offer different procedures to settle disputes. Proposed solutions in mediation procedures become binding only if consumers and traders agreed on this legal effect beforehand or accept the proposal.

Specifics: At the ADR body for the insurances association, in some cases both parties need to be physically present.

Some ADR bodies reject complaints if they are not submitted within a certain deadline or if the value of the claim is below or above the threshold. For example, complaints to the ADR body of the Bank Association of Slovenia have to be submitted within 13 months after the complaint was first made to the trader.

The Agency for Communication Networks and Services (regulatory authority) supports consumers in solving disputes with telecommunication and postal services providers.

Alternative Dispute Resolution bodies: In Spain there is a specialised ADR body for e-commerce as well as for self-care of health and multiple general ADR bodies:

• E-commerce: In regards to e-commerce there is the non-profit organisation Confianza Online. If you bought something online from a Spanish company, you can contact this institution. The company does not need to be affiliated with them. If it is, it is however obligated to take part in the mediation procedure.
• Flights: For disputes relating to passenger rights on flights, there is an conciliation board at the national aviation safety authority AESA.
• Health: If consumers have problems regarding cosmetics, toiletries for personal care, over-the-counter medication and similar products, they can make a claim at the Association for Self-Care of Health.
• Commercial communications: Consumers can complain about advertisements that are broadcasted in Spain at the Association for the Self-Regulation of Commercial Communications (Autocontrol).
• Public general ADR body: There are different public ADR bodies covering different regions and cities of Spain. In addition, there is one national body. Parties can agree on the competent body in their contract. If there is no such agreement in the contract, it depends on whether the company is enrolled in a public ADR bodies or not. If the complaint is filed at the wrong authority, they will forward it to the competent one. It is possible to file a mediation request in any constellation. If the trader is not enrolled in any public ADR body, they will set him a time limit of 15 days to either accept or decline a mediation procedure. The ADR bodies first try to solve the dispute via mediation. If this is not possible, they will conduct arbitration proceedings. The ADR body will base its decision on legal, ethical and criteria of fairness, unless the parties specifically ask for a decision based purely on law.

Costs: In Spain, mediation procedures are always free of charge for consumers. At Confianza Online and Autocontrol, the companies are required to pay a fee. Not associated traders have to pay a fee at the Association for Self-Care of Health.

Languages: The procedural language is Spanish. At the AESA, there is the possibility to have a procedure in English.

Obligatory trader participation: In most cases, traders are not obliged to participate in ADR procedures. However, if they signed a conciliation agreement (oferta pública de adhesión), they have to participate in proceedings before the public consumer arbitration boards.

Outcome: Decisions of private ADR bodies are usually not binding for neither party. Companies affiliated with the Autocontrol are obliged to accept the decision. Decisions of the public consumer arbitration boards are binding for consumers and traders. They can be enforced. AESA’s decision is an exception in this regard, as its resolutions are binding for the airline but not for the consumer.

Specifics: The complaints have to be submitted to most Spanish ADR body within one year after initially filing a complaint with the trader. Requests for conciliation with the AESA can only be processed if either the take-off was in Spain or the landing was in Spain and the airline is based in the EU

Alternative dispute resolution bodies: In the Czech Republic, there are specialised ADR bodies for the following sectors:

• telecommunications
• financial services
• energy
• lawyers
• insurances

Public authorities host all specialised ADR bodies. If no specialised ADR body is available, consumers can file complaints before a general ADR body, either the Czech Trade Inspection Authority (public) or theOnline Mediator (private).

Costs: ADR procedures are mostly free of charge for both consumers and traders. There is one exception: consumers have to pay a fee at the ADR body for telecommunications.

Languages: Proceedings are held in Czech. At the Czech Trade Inspection Authority, the ADR for financial services and the Online Mediator they can be in English.

Obligatory trader participation: Traders are obliged to participate in all ADR procedures in the Czech Republic.

Outcome: Decisions of the Czech ADR bodies for telecommunications, energy and financial services are binding on consumers and traders. All other ADR bodies propose solutions. These proposals become binding only if both parties accept them.

Specifics: The Czech Trade Inspection Authority, the ADR body for insurances and the Online Mediator reject complaints if consumers do not file them within one year after they initially filed a complaint with the trader and were not able to reach a solution.  

Alternative dispute resolution bodies: In Hungary, a specialised ADR body covers disputes with traders related to Financial Services, Investments and Insurances (arbitration board). It is a part of the Hungarian Central Bank (MNB).

For all other disputes, consumers can turn to regional arbitration boards, there is one in Budapest and in the other counties in Hungary. These arbitration boards are associated with the regional Chambers of Commerce. Consumers from other European countries can turn to the arbitration board in the county where the trader is based.

These arbitration boards consist of an equal number of representatives from the Chambers of Commerce and consumer organisations.

Costs: ADR procedures are free of charge for consumers and traders.

Language(s): Consumer have to file their complaints in Hungarian. Complaints to the Financial Arbitration board can also be submitted in English.

Obligatory trader participation: Traders are obliged to take part in ADR procedures. At minimum, they have to give a written statement. Otherwise they can be fined. Irrespective of the trader’s participation, the ADR body will issue a recommendation.

Outcome: Decisions of the Financial Arbitration Board are binding for traders if the value of the consumer’s claim does not exceed two million HUF and the ADR body decides in favour of the consumer. For consumers they become binding only if they accept them.

Before the Financial Arbitration Board and regional arbitration boards traders have the possibility to declare both before and during the procedure that they will accept the decision.

In all other cases, arbitration boards only propose solutions that only become binding on consumers and traders if both parties accept them. If traders fail to follow proposals of the regional arbitration boards, the Chambers of Commerce may publish their names.

Specifics: In most cases, the ADR bodies require the physical presence of the parties. However, it is possible to be represented by another party.

Alternative dispute resolution bodies: There are two specialized ADR bodies in Cyprus, the Office of the Commissioner of Electronic Communications and Postal Regulation (Authority), the Technical Chamber of Cyprus and The Financial Ombudsman.

The first one is competent for all disputes regarding electronic communications, postal services, internet and television. The second one for different areas, including the purchase of goods, services (real estate, transport, traffic), energy and water.

In addition, there are two ADR bodies competent for disputes from many sectors, the Interdisciplinary Centre for Law (ICLAIM) and the Cyprus Consumer Centre for Alternative Dispute Resolution.

Costs: Procedures at the Office of the Commissioner are free of charge for both consumers and traders.

At all other ADR bodies, consumers and traders have to pay fees. These include an administrative fee and additional fees depending on the amount in dispute.

Language(s): Proceedings are held in Greek or English.

Obligatory trader participation: Traders in electronic communications and postal services are obliged to participate in proceedings before the ADR body.

Outcome: ADR bodies propose solutions. They can be binding for traders (not for consumers). Otherwise, they become binding only if both parties accept them.