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03/03/2009

How to make a complaint ?

Practical guide for consumers

Have you bought a product or services in another Member State of the European Union with which you are not satisfied? Our guide will help you to make a complaint to the seller and tells you which elements you have to mention in a letter of complaint. To prevent misunderstandings and to ensure your complaint has every chance of success, it is important to make your complaint correctly.

How do you use this guide?

This guide consists of a questionnaire with various stages. Click on the answer that fits your situation next to every question. On the final page you will find an explanation about your rights and tips on how to draw up your letter of complaint correctly.

We advise you to send your letter of complaint by registered letter with confirmation of receipt. The seller will not be able to deny the existence of your complaint and will be more inclined to reply.

Always keep a copy of the correspondence with the seller and all the documents associated with the purchase (purchase order, confirmation, contract, etc.). These will serve as proof of your sincerity and help to build up a solid case if you run into difficulties.


Watch out! Some sectors are regulated by specific legislation which is not discussed in this guide. This is the case for timesharing, package tours and airplane flights. For these cases we advise you to look at the articles about these topics on our website.

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