Cross-Border Complaint

Learn how to submit a complaint depending on the nature of consumer rights involved. Click on Cross-Border Complaint below for international transactions and Domestic Complaint below for consumer complaints against Irish businesses.

CROSS-BORDER COMPLAINT

This advice is for Irish consumers who are in need of assistance with claiming their consumer rights on the basis of European Union legislation when dealing with businesses in another EU or EEA country. If you have a complaint in relation to a trader based in Ireland, head over to the Domestic Complaint section.

Review your consumer rights here first and follow these steps to submit a complaint depending on the nature of the consumer rights involved.

 

1. COMPLAIN TO THE BUSINESS

Before you submit your complaint to a third party, make sure you have exhausted the trader’s complaints process first. For the purpose of assessing and responding to a complaint as quickly and efficiently as possible, when you submit your complaint make sure you provide the following:

  • Your name and contact details
  • A detailed description of your complaint
  • What resolution you are seeking
  • Copies of relevant supporting documentation including your correspondence to date

PASSENGER RIGHTS

Complain to an airline using this standard form here.

GOODS & SERVICES

If you have difficulties communicating with a business, learn how to make an effective complaint here.

 

2. COMPLAIN TO AN ENFORCEMENT BODY

European consumer rights are enforced by independent national bodies in all the Member States. They handle complaints, enforce consumer rights law and, where appropriate, impose penalties. Enforcement and regulatory bodies are established and operate at national level and their mandates are sectorial.

PASSENGER RIGHTS

Transport national enforcement bodies are tasked with ensuring that transport operators are treating all passengers in accordance with their rights. Passengers who believe their rights have not been respected should contact the body in the country where the incident took place.

AIR TRAVEL

Follow these links to find the air travel national enforcement bodies in each EU and EEA country dealing with: flight cancellation, lost luggage, denied boarding, reduced mobility

Read about the complaint handling procedure and what you can expect from the process.

SEA/TRAIN/BUS TRAVEL

Find the national enforcement bodies per country and per transport sector here: road, rail, maritime

FINANCIAL SERVICES

If you cannot resolve your complaint with a financial services provider based abroad, you can request assistance from FIN-Net here.

3. COMPLAIN TO A CONSUMER ORGANISATION

The European Consumer Centre Ireland assists with complaints from private consumers resident in the Republic of Ireland against a business based in a different European Union country, Norway, Iceland or the United Kingdom. We are unable to assist with complaints against private individuals or against businesses that are based in Ireland or outside the EU/EEA however.

If you have a complaint in relation to a trader based in Ireland, head over to the Domestic Complaint section.

When you forward your complaint to us, please make sure you have the following:

  • Your name and contact details
  • The name and details of the trader
  • The country where the trader is based
  • A detailed description of your complaint
  • What resolution you are seeking
  • Copies of relevant supporting documentation including your correspondence with the trader to date

To request assistance from the European Consumer Centre Ireland for a consumer dispute with a business abroad, go to our contact page here.