Submitting a complaint to the ECC
ECC Belgium will investigate whether your rights as a consumer have indeed been violated, provide legal advice and try to reach an amicable solution with assistance from its colleagues within the ECC-Net network. This can be done by directly contacting the counterparty or by referring you to a body that deals with extrajudicial dispute resolution. Our services are entirely free of charge.
When should you use our services?
Do you meet the following conditions?
- You are resident in Belgium.
- Your complaint relates to a commercial enterprise in another EU member state, Norway or Iceland.
- You bought a product or service from this trader as a consumer (not a VAT registered company).
- Where possible, you have already notified the trader of your problem.
How to submit a complaint to ECC Belgium?
ECC Belgium needs to set up a complete, structured dossier in order to examine your rights as a consumer. Please provide us with any necessary documentation when lodging a complaint such as:
- proof of purchase or reservation
- proof of payment
- relevant correspondence with the other party (provide a document with a chronological record, which makes things a lot easier for our lawyers)
- your international bank data (IBAN and BIC), if you are seeking a refund
- do you feel that other documentation would be useful in order to execute your rights as a consumer? Feel free to include them in the appendix.
Remember: Since the 9th of April 2018 ECC-Net uses a new automatic system, made available by the European Commission. If you want to submit a complaint, click the blue button above or send an email to ECCNET-BE@ec.europa.eu. You will then receive confirmation of receipt, together with your reference number by email. If you want to contact us or provide additional information, please reply to this email. This way, all supporting elements end up in your file. You can check the status of your file through the system.
How will ECC Belgium deal with your complaint?
After analyzing your question or complaint by one of our case handlers, we will provide legal advice which enables you to reach an agreement with the trader. If you didn’t come to an agreement with your counterparty, we will pursue an amicable solution through our colleagues from the network. They will contact the counterparty or an out-of-court dispute resolution body.
Do know that an amicable solution is only feasible if the counterparty is willing to cooperate. We can not oblige a company to respond positively.
We also work together with other services such as enforcement authorities or we advise you on legal proceedings, like the European small claims procedure.
The system will notify you automatically via email about updates to your file. Uncheck this option in your settings if you do not want this.
For more information on the activities of ECC Belgium and its partners, please refer to the ‘About the ECC’ section.
Do you have a question relating to your rights as a consumer? Please do not hesitate to contact ECC Belgium.