Submit a complaint

If you encounter a problem with a business in the EU, Iceland, Norway or the UK you can ask our legal experts for advice or help with your situation.

Before you begin

Our service is completely free of charge and we are happy to assist you. However, you must meet the following requirements in order for us to be able to help you:

1. You must live in the Republic of Ireland.
2. The business must have a registered office (not in Ireland) in another EU country, Iceland, Norway or the UK.
3. Your complaint is about a purchase you made as a consumer from a business. We can’t assist you if you bought from an individual or if it is a business to business transaction.
4. You must have complained in writing to the business. If you haven’t completed this step yet, you can use our letter templates to help you make an initial complaint. This step must be taken before we can assess your complaint.
5. You haven’t started legal action or submitted your complaint to a different dispute resolution process.

We will need the following information:

• Your complaint

  Give as much information as possible, clearly outlining the nature of your complaint and your interaction with the business. Include key dates, how you made contact (telephone, email, letter etc.) and what, if any, response you received. Please explain why you are unhappy with the response.

• Contact details for the business

  Provide whatever contact details you have for the business so we can start the mediation process with them.

• Upload your documents

  To assess your complaint, we need you to provide some specific documents.

  Please have the following documents to hand.

  • Proof of payment
  • A copy of your complaint to the business

  We can accept various file types including doc, docx, gif, jpeg, jpg, odt, pdf, png, xls, xlsx. However, there is a file limit so you may not be able to upload all the files straight away. You can send additional files when a case handler is assigned to your complaint.