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Right to information

Are you travelling by train? Then the railway company should at least inform you about the following:

Before your departure:

the general terms and conditions of travelling by train.
the fastest and most economical route
the facilities for persons with reduced mobility who wish to travel by train
the availability of seating and services on board
the dispute procedure

During your trip:

the services and safety procedures on board
the next station and the main connections
any incurred delays and the estimated arrival times

Do you have a question or complaint?

Find out if ECC Belgium can help.

Do you have a question or complaint about your consumer rights (in particular, about a purchase as a private person with a professional seller or service provider)?

Do you have a question as a trader or a question about an administrative problem? Check out your options including the possibility of submitting your question to an independent body for alternative dispute resolution (ADR).

Do you have a question or problem in a cross-border context? Is your question in relation to a trader or service provider based in another European Member State? Or, do you have a question about European legislation ?

ECC Belgium is only competent for consumer issues in Europe. For consumer issues in Belgium, you can turn to a consumer organization such as Test-Achats (FR or NL) or a body for alternative dispute resolution.

Do you know your rights? Click ‘no’ if you wish to receive legal advice.

I would like to appeal to ECC Belgium for free legal advice.

Click ‘yes’ to submit your complaint to ECC Belgium. Are you rather interested in information about legal proceedings? Or is your opponent involved in bankruptcy proceedings? Click ‘no’.

You have exhausted all options to resolve the dispute yourself. Sometimes, an amicable solution through mediation is just not feasible. In that case, you could consider initiating legal proceedings. Did the trader go bankrupt or into liquidation? Click here.

Notify the trader as soon as possible about your problem. Clarify your complaint and expectations. You may find it useful to use our template letters. If the trader does not respond to you or the response is not what you were looking for?

Get help from ECC Belgium

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