Alternative dispute resolution allows consumers and traders to settle disputes quickly and inexpensively without going to court. Used to store the attribution information, the referrer initially used to visit the website. As always, leave a comment if you’d like to know something specific. Start your complaint with the seller or manufacturer. © 2020 Transparent Language, Inc. All Rights Reserved. Many regulatory authorities have specific procedures for service providers in their sector and can resolve disputes fairly and quickly. Office German: Customer Complaints. the contract you concluded with the institution or any other document that would help identify the products and services for which you are complaining). Hello, I was hoping there is a place where one could file an official consumer complaint against a company, similar to the Better Business Bureau (BBB) in America. Know Where to File a Consumer Court Complaint Online. I am aware of the … If you and the trader cannot settle your contractual dispute directly, the trader has to inform you about further steps, such as: Consumer organisations in your country can usually also: If you have a problem with a service provider, you can also contact the competent national regulatory authorities. Resolve your consumer complaint. Due to the poor customer service and almost lack of consumer protection in Germany, I would love to find such an organisation or agency to file my complaints. ", A German Construction Disaster Comes to A Close. 04337865) registered in England and Wales. Please accept our apologies, Wir entschuldigen uns für die Unannehmlichkeiten Jutta, from Germany, was dissatisfied with her internet connection speed, which was lower than that stated in her contract. Jutta, from Germany, was dissatisfied with her internet connection speed, which was lower than that stated in her contract. These have two functions: Firstly, they are necessary for the basic functionality of our website. The European Consumer Centres Network (ECC-Net) can help you to find a quick and amicable settlement! If they don't help, seek help from your local government or a consumer organization. Nevertheless, in case you are not satisfied with the solution proposed, you can still submit an official complaint. We use cookies to track usage and preferences. She decided to contact ECC Portugal for help. For my previous post in this series – addresses & shipping – click here. If this approach doesn't work, consider taking the matter further. You can report international scams online and learn about other steps you can take to protect yourself when shopping online. Vielen Dank für Ihre Geduld und Ihr Verständnis Following the intervention of the Spanish ECC, the trader collected the laptop and gave Sofia a full refund of €445.92. See the full list. You can find the contact details for your country's European Consumer Centre. In case you are not satisfied with the response provided by the addressed credit or financial institution, you can refer to either the respective national competent authority or the Ombudsman, when appropriate. If you contact the trader or a European Consumer Centre, as described above, you still have the right to bring a case before a court at a later stage. Assigns your browser to a session on the server. The headquarters of Mercedes-Benz is in Stuttgart, Baden-Württemberg, Germany. Unfortunately, when the laptop arrived she discovered that it didn't work properly. This report is designed as an introduction to German consumers for those who are new to doing research in Germany, or as a refresher for those looking to understand the changing consumer mindset. Office German: Customer Complaints. Find more information regarding cookies on our Data Protection Declaration and regarding us on the Imprint. There are a number of ways to resolve your consumer complaint. She contacted her internet provider to complain, which prompted them to increase their connection speed. Firstly, here are some of the things you may read in a complaint email/letter: Ich muss mich beschweren – I need to complain, Ich will meine Bestellung stornieren – I want to cancel my order, Ich will mein Geld zurück/Ich will eine Rückzahlung – I want my money back/I want a refund, Ich bin mit dem Service nicht zufrieden – I am not happy with the service, Ich warte auf eine Entschuldigung – I am waiting for an apology. The brand is known for luxury vehicles, buses, coaches, and trucks. These cookies are needed for a smooth operation of our website. Alternative dispute resolution for consumers . Sofia contacted the trader again to ask for a refund, but was told this wouldn't be considered until the laptop had been repaired 3 times. VZBV represents the interests of consumers vis-a-vis the regulators, the private sector and civil society. I hope it will be of use to those of you working in, or hoping to work in, Germany, or with the German market (but it may also be useful if you ever receive a customer service email in German!). Our website uses cookies. Now, here are some handy phrases you may use when replying to customers. A platform that allows consumers and traders to settle disputes relating to online purchases with the assistance of an impartial dispute resolution body. You may find it useful to view these as ‘stock phrases’ if you’re not fully fluent in German. As a first step, approach your trader's customer service department - contact details are normally on the trader's website. With the help of these cookies we strive to improve our offer for our users. We understand your problem, Wir danken Ihnen, daß Sie uns darauf aufmerksam gemacht haben How do I recognize a reputable online shop? Jutta didn't need to take any further action. Again, supporting documents will be useful. Customer service teams can often solve your complaint. Do you have a question on general consumer issues in everyday life or do you want to file a complaint against a company from another EU country? A platform that allows consumers and traders to settle disputes relating to online purchases with the assistance of an impartial dispute resolution body. At this stage, credit or financial institutions are usually willing to help consumers in addressing their disappointment. The trader advised her to send it back to the manufacturer for repair. As a consumer you have the right to complain against a credit or financial institution in case you are not satisfied with the products or services provided. Its 16 regional consumer centres give individual advice to consumers while testing of products is carried out by their supporting member, Stiftung Warentest, also a member of Consumers International. Germany: Federal Cartel Office: German Ministry for Consumer Protection, Food and Agriculture: Greece: Hellenic Competition Commission: General Secretariat of Consumer Affairs: Greenland: Greenland Competition Authority Guernsey: Channel Islands Competition and Regulatory Authorities Guyana: Competition and Consumer Affairs Commission: Honduras We apologise for the inconvenience, Wir verstehen Ihr Problem These are, for example, your country, your screen resolution, your terminal device or which pages you were particularly interested in. Photo: eyloni on under a CC license (CC BY-SA 2.0). On the other hand, we can use the cookies to constantly improve our content for you. Generally if you are experiencing difficulties or product defect, one has to call a tolled number and wait only to get an unfriendly, unsympathetic, rude ear., Alejandra Opdyke wears an “Español” strip because she wants Spanish-speaking parents of prospective Scouts to know……, Vuoi imparare un'altra lingua? For this purpose, only anonymised data is collected and evaluated from you. These centres can: European Consumer Centres can help you free of charge if: Sofia, from Portugal, bought a laptop from a Spainish online retailer. If their cost is less than INR 20 lakhs, you will need to file the complaint at a District Consumer Disputes Redressal Forum. If you have any problems when purchasing goods or services abroad in the EU, Norway or Iceland, contact one of the European Conusmer Centres (ECC-net). New course alert! Get in touch with specialised assistance services, Get advice on your EU rights / Solve problems with a public body, Get help or advice from your country's European consumer centre, Get help or advice from your national consumer association, Travel documents for non-EU family members, Documents for minors travelling in the EU, Rights for travellers with reduced mobility, EU parking card for people with disabilities, Travelling with pets and other animals in the EU, Taking animal products, food or plants with you, eCall 112-based emergency assistance from your vehicle, Package travel and linked travel arrangements, Timeshare and other long-term holiday contracts in the EU, Applying for permanent provision of services, Applying for temporary provision of services, Driving licence exchange and recognition in the EU, Driving licence renewal in another EU country, Car registration documents and formalities, Reporting presence for short stays (<3 months), Registering EU family members in another EU country, Registering your non-EU family members in another EU country, Permanent residence (>5 years) for EU nationals, Permanent residence (>5 years) for non-EU family members, Study abroad and scholarship opportunities, Unplanned healthcare: payments and reimbursements, Organising planned medical treatment abroad, Expenses and reimbursements: planned medical treatment abroad, Information points: planned medical treatment abroad, Buying medicine in another EU country or online, Prescriptions abroad: expenses and reimbursements, Maintenance obligations - support for family members, Property regimes for international couples, Getting your public documents accepted in the EU, Informal dispute resolution for consumers, Questions and Answers – the rights of EU and UK citizens, as outlined in the Withdrawal Agreement, UK government information and guidance on Brexit, Publications Office of the European Union, national regulatory authorities/Ombudsmen in the, tell you about your rights under EU law and national consumer legislation, advise you on possible ways of following up your consumer complaint, help you reach an amicable settlement with traders abroad from whom you have purchased goods or services, whether online or face to face, redirect you to an appropriate body if the ECC-Net can't help, you have a problem with a trader based in another EU country, you have already complained to the trader in writing, you are complaining as an individual, not on behalf of a company.