Generally speaking, complaints are settled directly with retailers. But it does happen that customer and retailer do not manage to reach agreement: that is where the Ombudsman comes in.

The Ombudsman for Retail intends to reconcile customers and retailers. The conciliation procedure takes place online. An independent conciliator analyses the case and expresses a neutral opinion. If the customer and the retailer concur with that opinion, the conflict is settled.

We are qualified by the FPS Economy and meet the legal requirements of independance, impartiality, transparence, accessibility and expertise. The Ombudsman for Retail is notified by the FPS Economy as accredited entity for the extrajudicial settlement of consumer disputes.

All documents and information on this website are also available upon simple request by e-mail or by any other durable medium.