HOW DOES IT WORK?

Access to the services of the Ombudsman for Retail is completely free of charge for the consumer, ensuring fair access to conflict resolution.

Have you tried to reach a solution directly with the retailer? Is the retailer registered with the Ombudsman for Retail? The conciliation procedure may begin! The average duration of the conciliation procedure is about 24 days.

STEP 1

You have purchased a product or a service, but you are not satisfied.

STEP 2

If that is the case, you may file a claim! You describe the problem and propose a solution via the online form.

STEP 3

The retailer analyses your complaint and gives his opinion or may make another proposal to solve the conflict. This step lasts 14 days at most. 

STEP 4

  • You are satisfied with the retailer’s opinion or proposal? Then, the matter is settled!
  • You are not satisfied? You needn’t worry. The Ombudsman is there for that. He examines the case. 

STEP 5

In the absence of a solution within 21 days, the Ombudsman for Retail appoints a neutral and independent conciliator. After having analysed your case, the conciliator makes a conciliation proposal. This step takes 40 days at most. 

STEP 6

  • It remains for you to accept or refuse the conciliation proposal. You have 15 days at most. The retailer also has to accept the proposal for there to be an agreement. 

Failing agreement, you can still go to court.