Alternative and Online Dispute Resolution (ADR and ODR)
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Alternative Dispute Resolution (ADR) refers to the procedure where a consumer dispute is resolved by an impartial out-of-court dispute resolution body.
The advantage that ADR has over court proceedings is that it is easy, quick and inexpensive. In most situations this means that the procedure is free of charge and the consumer does not need a lawyer to act for him/her.
ADR in cross-border disputes
The ADR system is a fairly effective resolution tool in cross-border disputes. A cross-border dispute might be one where a Finnish consumer purchases a product from an online shop located in another EU country but the trader does not deliver the product. If the parties top the dispute are unable to resolve the matter between themselves, the European Consumer Centre will try firstly to mediate. If, however, mediation produces no result, the consumer may refer the matter to a dispute resolution body. If the dispute relates to a product or service bought online, the ODR forum may be used to initiate proceedings. More details of this follow. Please note that the ODR platform will close on 20 July 2025 and will no longer process new cases.
The competent ADR Body is always determined on a case-by-case basis, although more often than not it is one operating in the trader’s country. You can contact the European Consumer centre to find the right ADR Body.
Alternative Dispute Bodies in Finland and Europe
Every EU country has a number of ADR Bodies, each of which is specialised in resolving disputes about certain kinds of product or service. In Finland there are three such bodies, while in many countries in Europe there may be many times this number.
The Finnish ADR bodies are the Consumer Disputes Board, the Traffic and Patient Injury Board, and the Finnish Financial Ombudsman Bureau (FINE). Further information on the competence of each body is available form the relevant website.
The work of the dispute resolution boards is organised in different ways in different countries, and the resolutions may be issued by, for example, various boards, arbitrators/mediators and consumer ombudsmen. Furthermore, the how legally binding decisions are varies. The decisions taken by the Finnish ADR bodies are in the nature of recommendations that have no legal effects. Most companies, however, comply with them. Some of the corresponding bodies in other countries, on the other hand, can issue legally binding decisions that are the equivalent of court judgments. It is worth noting that every dispute resolution body has its own rules and procedures. From this it follows, for example, that a procedure is generally conducted in the official language of the country in which the ADR body is based.
Finnish ADR bodies
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The European Online Dispute Resolution (ODR) Platform has been discontinued as of 20 July 2025, following the adoption of Regulation (EU) 2024/3228.
After the closure of the platform, consumers may turn to the European Consumer Centre in cross-border trade disputes: