Please note that the European Consumer Centre can only handle individual disputes where you have already contacted the seller to try and resolve the matter. We are not able to handle disputes between two private individuals or two businesses. Therefore, if you have e.g. rented an apartment from a private individual in Italy or bought agricultural machinery from Germany, the matter can’t be resolved through the network of European Consumer Centres.
The actions of another authority (such as tax authorities, customs or public healthcare) are also not within the jurisdiction of the European Consumer Centre. The European Consumer Centre only handles cross-border trade disputes within the European Union. If you have bought goods from an American online retailer or your dispute is strictly domestic in nature, the European Consumer Centre will not be able to provide assistance in resolving the matter. With domestic issues you can always contact the national consumer authorities.
If you have paid for a purchase by credit card but the goods have not been delivered, you can turn directly to your credit card company instead of seeking assistance from the European Consumer Centre. Under the provisions of Chapter 7, Section 13 of the Consumer Protection Act, the credit card company is obliged to refund your payment. You may not, however, claim compensation from the credit card company at an amount greater than the price paid by credit card.
Complaint form for cases where you have already made a purchase and you need assistance – If the business has not responded to your complaint within the statutory time limit or if you find the response unsatisfactory.
To fill out the form you need Adobe Reader 8.1.2 or a later version. You may download it here.
Choose your preferred language.
Accept the terms of use by checking the box in question.
Proceed to the second page – you can only send the complaint if all items have been completed.
Consumer’s information: In addition to the mandatory items marked with an asterisk (*), we advise you to also provide an address and telephone number where you can be reached.
Seller’s information In addition to the mandatory items, we advise you to also fill in the seller’s address, telephone number and e-mail address. Incomplete information may make it difficult for us to contact the seller.
Description of the problem Indicate the date of purchase or the date when the order for the product or service was placed by using the pop-up calendar on the form.
Indicate the date of delivery by using the calendar. Please complete all items in order to give us an accurate description of the case. Free text field for describing the problem: Briefly explain what you purchased, when, and what are the grounds for your complaint.
Remember to indicate your claim Our goal is to resolve the dispute successfully to ensure that you receive appropriate compensation. If your payment was made by bank transfer, enclose your bank details including IBAN and BIC codes to facilitate refunding the price directly to your bank account. Please don’t copy and paste e-mail correspondence between you and the seller in the free text field for describing your problem.
Desired resolution: If you can’t find the appropriate choice among the options provided, you may choose not to complete this section. In this case, your demands should be clearly expressed in the description of the problem. We will then complete this section for you.
Enclosures: Attaching documents is easy. To facilitate faster and easier processing of your complaint, please attach documents in the following order: 1) order confirmation 2) receipt of payment 3) correspondence between you and the seller 4) other supporting evidence
If you need to enclose a greater number of documents than that allowed by the form, you may submit additional enclosures by e-mail to ekk@kuluttajavirasto.fi . The subject of your e-mail should be ”Additional enclosures: [YOUR LAST NAME]”. You may also submit additional enclosures by post to
European Consumer Centre P.O. Box 5 FIN-00531 Helsinki
Once you have completed each section, return to the bottom of page 1 and click on Submit . Click on the button just once. You will then receive confirmation that the form was successfully submitted and a case number.
In case of problems contact us at + 358 10 19 4676.