What can you expect from us
You have submitted a complaint about trader from another EU Member State, Iceland, Norway or the UK. This is what you can expect from us:
Within a few minutes, you will receive a confirmation email with a reference number that links to your question. Keep the confirmation email! You will need the reference number if you contact us.
Assessment of your complaint
One of our specialized advisors will first assess your request. We do our best to contact you within 20 working days after receiving this e-mail to inform you about the next steps. Please do not contact us again until this period has expired.
The three possible options are:
- ECC France will handle your complaint and gets in touch with the ECC of the trader’s country.
- ECC France will request additional information to assess your complaint.
- ECC France cannot handle your complaint. In this case we will inform you about alternative options.
If we can handle your complaint, we will forward it to the ECC based in the trader's country. A colleague from that ECC will assess your complaint again and if possible get in touch with the trader to try to find an amicable solution to your complaint. Please note that ECCs we do not have any enforcement power, the cooperation of the trader is therefore required.
Duration of the procedure
We do our best to solve your complaint as quickly as possible. To succeed we depend on a number of factors including the cooperation of the trader. Once there is an update in your case, you will hear back from the advisor handling your complaint in our office. Bear in mind that the procedure sometimes take months. Can you not wait for this? Then you can initiate legal actionsyourself. Note that there are always costs involved.
Read more about our working method our website. Our quality charter describes which services and service standards you can count on when contacting the ECC-Net.
Funded by the European Union. Views and opinions expressed are however those of the author(s) only and do not necessarily reflect those of the European Union or the European Innovation Council and Small and Medium-sized Enterprises Executive Agency (EISMEA). Neither the European Union nor the granting authority can be held responsible for them.