If you believe that a trader has not acted in compliance with the rules applying to your cross-border transaction you need to complain, as soon as possible, to the trader. It is important, in order to have some proof of the complaint, to complain in writing. You should also write down what happened, when the transaction took place, when you noticed the defect, when you first complained, and so on. This is all very important information should you wish to pursue the matter further.
If complaining doesn’t prove to be as effective as you would have liked you should contact your ECC for further advice and assistance. In such situations consumers should contact the ECC in their country of residence; if that centre finds the consumer’s claim to be valid it will then forward the case to the ECC in the country where the trader resides. When ECC Iceland receives such complaints we contact the trader and try to find an amicable solution to the dispute between consumer and trader. See more info on how the ECC-Net operates.
If however the trader and consumer reside in the same EEA-country (EU member states plus Iceland and Norway) the ECC does not handle such cases. If the dispute is with an Icelandic trader consumers residing in Iceland can seek assistance from the Consumers´ Association.
If the intervention of ECC does not lead to an amicable solution it is possible to forward the matter to an ADR body. The ECC-Net will then assist the consumer in putting his case before a competent ADR. The ADR process is a fast and cheap one (in some cases the case-handling is free) so ADRs are an important remedy for consumers who alternatively might have to go through court procedures which can be expensive and time-consuming.