Alternative dispute resolution for consumers in UE.
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Resolving complaints out of court
Alternative dispute resolution (ADR) means settling a complaint out of court with the assistance of an impartial dispute resolution body. Resolving consumer disputes this way is easier, faster and less expensive than going to court.
There are many types of ADR, such as:
- mediation
- conciliation
- ombudsmen
- arbitration
- complaints boards
https://eur-lex.europa.eu/legal-content/EN/TXT/PDF/?uri=CELEX:02018R1724-20250119
https://eur-lex.europa.eu/legal-content/EN/TXT/?uri=celex%3A32013L0011
Site relocation
The Online dispute resolution (ODR) platform is now closed (see the message hereunder).
You may follow this link if you still need help: Consumer Redress in the EU.
Informative message
The European Online Dispute Resolution (ODR) Platform is discontinued as of 20 July 2025, following the adoption of the Regulation – EU – 2024/3228 – EN – EUR-Lex.
The list of consumer dispute resolution entities in the Member States, Norway and Iceland and their contract data is available here: https://consumer-redress.ec.europa.eu/dispute-resolution-bodies.
You may find useful advice on the Your Europe website.
If you do not have a consumer dispute, but want to contest an unjustified restriction of your content or your account by the provider of an online platform, you could reach out to an out-of-court dispute settlement body, certified pursuant to Article 21 of Regulation (EU) 2022/2065 (Digital Services Act). The European Commission publishes a list of these bodies on its website.
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