@TODO: Title

Acknowledgement of receipt

Dear Madam, Dear Sir,

This is your confirmation of receipt from the European Consumer Centre in Belgium concerning your complaint or query.

What is important to remember from this message?

  • Your reference number.
  • How to contact us with questions or updates regarding your request.
  • Clarification on what you can and cannot expect from us.

Your reference number

Your reference number is stated in the subject line of this e-mail. It starts with ECCBE.

Would you like to send us an e-mail?

Use the “reply” function to respond to this e-mail or any other e-mail you received from us. Do not change the subject line to ensure that your message is automatically added to your electronic dossier. Documents can be attached as an appendix.

Obviously, you can also contact us by phone on 02 542 33 46, on working days between 09.00 and 12.30 hrs.

What can you expect from us?

Processing time

Unfortunately, there is currently a 2 month delay before your complaint or query can be dealt with.

 

Has your problem been solved or query been answered in the meantime? Please let us know.

Here is what we WILL do for you:

  • Conduct a legal analysis of your complaint or query. If it turns out that the law is not on your side, we will notify you and close your dossier.
  • You will be provided with legal arguments you can use to point out your rights to the trader.
  • Encourage the entrepreneur to come to an amicable solution via contact with the ECC in their member state.
  • Refer to other options if an amicable solution is not possible.
  • We will send you an e-mail at every stage of your dossier.

Unfortunately, this is what we CANNOT do for you:

  • Force traders to take action. We rely on persuasion which works in 63% of complaint cases.
  • Represent you in court.
  • Handle your complaint if you and the entrepreneur are both based in Belgium. We will refer you if possible.
  • Handle your complaint if one of the parties involved is based outside the EU, Norway, Iceland or the United Kingdom.
  • Handle your complaint if it does not relate to a consumer dispute.
  • Handle your fraud related complaint. Only police forces are authorised to deal with this.

How can you help us ensure the seamless processing of your dossier? By providing us with:

  • an accurate but concise chronological summary of the facts and clarification of what you aim to achieve.
  • proof we can use to substantiate legal arguments. Typical examples include:
    • confirmation of purchase or reservation (not a screen shot)
    • proof of payment
    • your correspondence with the other party (chronologically in a single document)
    • your bank data (IBAN and BIC), if you require a refund from the other party
  • attachments in legible format such as docx or PDF with a distinct name. Keep the number of appendices to a minimum. We cannot work with screen shots and will consequently refuse to accept them.

Perhaps one of these website articles will help?

Take a look at them in our 'In the spotlight' op www.eccbelgium.be and you may well find an answer to your question.

Would you like further information on our Centre?

The European Consumer Centre (ECC) in Belgium is part of the European Consumer Centres Network (ECC-Net).

We assist consumers by trying to find an amicable solution for their cross-border disputes (when the consumer and the trader are based in different EU countries). Our services are free of charge.

We are subsidised by the European Union, the Federal Public Service Economy, SMEs, Self-employed and Energy and OIPC asbl (Test Achats).

You can consult our quality charter for further information on the ECC network and our privacy statement about your personal data.

All our e-mails contain a link to our satisfaction survey. This enables us to adjust and improve our services whenever possible.

Yours sincerely,

ECC Belgium

Hollandstraat 13  
1060 Brussels 
T: +32 2 542 33 46 
www.eccbelgium.be 

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