Online Dispute Resolution | European Commission

The European Online Dispute Resolution (ODR) Platform will be discontinued as of 20 July 2025, following the adoption of the Regulation - EU - 2024/3228 - EN - EUR-Lex

You can use the platform until 19 July 2025, but you can no longer submit new complaints. We invite you to get informed on the other means of consumer dispute resolution.

Pursuant to Article 2(4) of the Regulation 2024/3228/EU, all users information, including personal data will be deleted on 20 July 2025 at the latest. We therefore ask you to export all data relevant to your case before 19 July 2025.

If you have any difficulties downloading your data from the European ODR Platform, the European Commission will assist you. Please send an email to JUST-EC-ODR-REPEAL@ec.europa.eu and we will reply to you in 15 working days. Kindly note that this mailbox is only available for requests related to downloading the data, as explained above. Unfortunately, we will not be able to respond to any other requests that will arrive to this mailbox.

If you have a consumer problem, you may find useful advice on the Your Europe website. If you want to contest an unjustified restriction of your content or your account by the provider of an online platform, you could reach out to an out-of-court dispute settlement body, certified pursuant to Article 21 of Regulation (EU) 2022/2065 (Digital Services Act). The European Commission publishes a list of these bodies on its website. .

Our privacy statement is available here..

For any other assistance until 19 July 2025, please get in touch with your national contact point. The Commission will cooperate with the national contact points in the new information website helping consumers to find appropriate dispute resolution tools.

Reports and statistics

Number of complaints by country
Percentage of national and cross-border complaints
Top 10 most complained about sectors

Number of complaints by country

Country of trader
	#																															TOTAL
Country of consumer
		742	17	6	23	29	1949	29	4	132	19	71	20	7	760	251	3	96	2	24	132	4	44	264	4	34	18	10	39	8	9	4750
		50	1719	13	12	26	664	30	14	269	20	698	24	6	502	709	6	83	1	55	194	8	17	1430	9	26	57	18	70	9	4	6743
		32	19	1072	10	21	200	4	1	69	10	50	42	2	1028	169	1	73	-	14	27	3	46	185	5	62	6	119	9	25	13	3317
		9	12	7	83	4	102	2	2	24	6	15	38	-	451	53	-	17	2	5	24	1	12	42	-	13	-	14	3	-	-	941
		35	10	13	4	507	216	7	5	40	4	28	13	1	610	160	2	34	1	23	50	4	14	147	7	60	16	5	28	45	32	2121
		964	266	43	128	205	35504	275	97	1348	209	949	124	23	2001	1602	34	643	17	207	1465	37	207	3159	59	429	116	70	561	50	53	50845
		24	12	9	4	12	213	316	6	48	1	48	7	1	238	115	1	37	-	12	31	4	13	140	33	11	10	6	89	3	-	1444
		4	3	2	5	11	99	6	187	65	15	26	6	2	118	47	1	23	1	36	14	37	9	71	9	18	6	1	20	3	2	847
		133	621	27	54	158	2246	69	40	16712	117	1386	122	20	1824	2563	27	551	10	245	1298	34	153	2602	105	114	459	39	296	46	6	32077
		21	12	4	10	11	223	12	9	36	131	25	8	2	84	56	-	7	2	10	24	10	43	85	29	11	13	1	62	1	-	942
		258	1120	45	75	551	3413	90	74	2605	174	17878	162	17	1151	1993	23	950	7	754	2216	30	71	2519	83	179	731	44	301	28	19	37561
		29	19	54	32	24	292	7	5	129	8	99	1115	-	357	229	1	91	-	11	36	12	43	205	5	42	13	20	32	14	9	2933
		21	12	9	5	25	185	4	4	68	5	27	11	420	208	109	-	34	-	11	19	5	7	91	4	26	9	3	5	49	11	1387
		38	34	41	12	131	323	5	2	75	4	58	17	11	4670	303	1	65	-	49	56	8	23	262	9	151	17	444	23	64	206	7102
		44	22	8	9	18	268	23	5	225	21	74	31	2	427	2736	8	65	-	29	62	9	38	395	8	21	23	13	52	5	2	4643
		2	1	-	-	2	7	1	1	7	1	-	-	2	96	27	7	9	-	-	2	1	5	6	1	3	3	1	6	-	-	191
		113	127	49	74	77	1799	34	20	2169	68	611	87	15	4771	2852	10	10153	8	469	2166	21	245	1377	58	110	80	59	171	38	14	27845
		1	-	-	-	1	18	-	-	2	1	3	2	-	11	3	-	4	9	1	1	-	3	5	-	-	-	-	-	-	-	65
		12	6	1	5	17	130	12	40	40	7	23	3	4	396	133	2	47	1	878	23	76	9	113	15	66	9	2	32	6	2	2110
		11	27	1	1	3	138	4	15	28	5	62	9	1	77	67	2	22	-	6	72	2	4	33	1	2	14	2	14	-	-	623
		7	2	4	3	7	84	4	14	19	3	13	4	1	163	55	-	27	-	18	12	122	5	39	1	8	2	3	16	4	1	641
		5	4	3	4	3	54	2	1	25	-	13	2	1	94	124	-	23	-	1	15	-	73	43	1	6	3	-	3	1	-	504
		60	173	7	9	24	598	64	2	205	11	211	20	2	577	487	3	94	1	69	181	6	40	4345	11	23	40	12	104	6	3	7388
		21	6	2	5	5	122	59	8	38	2	29	5	3	328	49	-	16	1	7	20	3	10	89	198	17	6	4	175	2	-	1230
		44	28	26	49	75	1140	39	17	182	5	145	30	7	6840	921	2	108	1	74	1163	19	43	798	20	4466	45	13	150	30	15	16495
		31	49	7	24	61	621	18	21	2271	30	455	33	4	328	461	2	148	-	84	145	12	29	515	14	37	2820	9	44	20	8	8301
		56	42	124	24	71	433	14	15	172	21	142	54	1	3424	263	6	174	2	46	99	9	244	399	15	208	17	2396	22	40	27	8560
		62	21	4	10	17	355	100	12	104	9	63	15	1	419	154	1	42	-	23	30	9	52	194	55	30	17	4	467	4	4	2278
		15	4	6	4	7	119	1	2	38	-	15	7	9	104	34	-	26	-	5	12	2	4	49	1	20	2	10	3	71	4	574
		14	10	6	5	91	92	2	4	30	1	12	3	1	373	109	-	10	-	4	17	-	14	62	4	32	13	2	5	12	196	1124
	TOTAL		2858	4398	1593	683	2194	51607	1233	627	27175	908	23229	2014	566	32430	16834	143	13672	66	3170	9606	488	1520	19664	764	6225	4565	3324	2802	584	640	235582

Top 10 most complained about sectors

Name of sector	Number
Airlines	65153
Clothing (including tailor-made goods) and footwear	25295
Information and communication technology (ICT) goods	16402
Electronic goods (non-ICT/recreational)	11461
Hotels and other holiday accommodation	10892
Furnishings	8436
Leisure goods (sports equipment, musical instruments, etc)	7570
Spares and accessories for vehicles and other means of personal transport	6146
Large domestic household appliances (including vacuum cleaners and microwaves)	6025
Mobile telephone services	3964

Airlines - 23.84%

Clothing (including tailor-made goods) and footwear - 9.26%

Information and communication technology (ICT) goods - 6%

Electronic goods (non-ICT/recreational) - 4.19%

Hotels and other holiday accommodation - 3.99%

Furnishings - 3.09%

Leisure goods (sports equipment, musical instruments, etc) - 2.77%

Spares and accessories for vehicles and other means of personal transport - 2.25%

Large domestic household appliances (including vacuum cleaners and microwaves) - 2.2%

Mobile telephone services - 1.45%

Percentage of national and cross-border complaints

53.44%

46.56%

Cross border

53.44% (145529)

National

46.56% (126784)

Report on the application of Directive 2013/11/EU on alternative dispute resolution for consumer disputes and Regulation (EU) No 524/2013 on online dispute resolution for consumer disputes | European Commission (europa.eu)

English (376.54 kB - PDF)

4th Report on the Functioning of the Online Dispute Resolution platform

English (639.8 kB - PDF)

3rd Report on the Functioning of the Online Dispute Resolution platform

English (667 kB - PDF)

Implementation Report on the European Framework for Alternative Dispute Resolution (ADR) and Online Dispute Resolution (ODR)

English (962 kB - PDF)

2nd Report on the Functioning of the Online Dispute Resolution Platform

English (903 kB - PDF)

1st Report on the functioning of the online dispute resolution platform

English (645.6 KB kB - PDF)