Shopping in the EU – how to make a complaint
European legislation protects you every time you shop in Ireland or in another EU Member State.
Consumers can benefit from a larger selection of items and potentially cheaper prices offered by the
European Single Market. But consumer problems that occur when you shop across borders are often
more difficult to resolve than problems with local traders. Language differences and distance can make
it difficult to complain effectively. The European Consumer Centre Ireland is there to support you if you
have a problem with a supplier of goods or services in another EU country. ECC Ireland provides a free
and confidential information and advice service on consumer rights in the EU. We are part of an EU‐wide
network of consumer centres and we offer assistance to consumers with disputes against traders based
in other member states of the EU. We do this by trying to solve the dispute directly with the provider of
goods or services, and if this fails, we can provide information on alternative means of pursuing your
complaint.
If you have a problem with a trader in another EU country you should:
1. Contact the retailer or service provider (ie the trader) to seek a remedy.
2.
If the trader cannot or will not help, put your complaint in writing:
• Enclose a copy of the receipt and any other paperwork and give them a time limit in which to
resolve the matter (e.g. fourteen days)
• State clearly what the problem is and what you want to achieve. Be polite and realise your limits
• Keep a copy of your letter of complaint and proof of its submission (e.g. postage receipt if you
send it by registered post)
• You can often find the preferred manner to file your complaint and the contact information in the
trader’s terms and conditions
WHAT TO DO NEXT
If the trader does not reply to your letters, refuses to do anything, or makes a final offer that you are
unwilling to accept, you can contact the European Consumer Centre Ireland