Procedure for filling a complaint

Complaints are submitted by e-mail to the ECC-Net central e-mail address: ECCNET-GR@ec.europa.eu. It is recommended to use the standard complaint form.

The investigation of a complaint commences, only if it is properly accompanied by the following data and documentation:

• Full contact details of the consumer (name, e-mail and postal address, telephone).

• Full contact details of the trader (name, e-mail and postal address).

• Proof of transaction with the trader (receipt, order dispatch slip, proof of payment, etc.).

• A brief, but clear description of the problem.

• A clear and explicit request to be satisfied.

• Evidence of previous written communication with the trader (eg copies of emails), showing that the consumer has exhausted every possibility to resolve the problem, prior to resorting to the ECC-Net for help.

• A signed Power of Attorney, enabling ECC-Greece to take over the case. 

The ECC-Net is not competent to accept and handle complaints that:

• Are pending before courts.

• Include requests for satisfying moral damages.

• Include requests for representation of the consumer in legal proceedings.

• Relate to disputes between individuals or between traders or to complaints of traders against consumers.

• Relate to disputes of consumers with traders based outside the EU, Norway, Iceland and UK.

Documents:

• Complaint form (word | openoffice)

• Power of Attorney