Contact Us
At present, we aim to respond to all customer inquiries and complaints within 5 working days.
Before you submit your complaint
Make sure that you have exhausted the trader’s complaints process first. If you have difficulties communicating with a business, learn how to make an effective complaint here.
Review the information available on our site that might answer your questions. Click on the following for information on how to deal with:
What we help with
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Consumer-to-business transactions, i.e. transactions between private individuals and registered businesses / sole traders
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Complaints from private consumers resident in the Republic of Ireland
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Complaints against a registered business based in any of the countries of the European Union, of the European Economic Area and the United Kingdom of Great Britain and Northern Ireland
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Complaints from consumers who have exhausted the trader’s own complaints process and have not received any response or obtained satisfactory resolution
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Cross-border transactions involving purchases of physical and digital goods and services from Ireland with businesses in the EU/EEA and the United Kingdom
We cannot assist with
- Consumer-to-consumer transactions, i.e. transactions between private individuals
- Complaints from Irish traders in connection with business-to-business (B2B) transactions, i.e. transactions between two businesses / companies
- Complaints against businesses based in non-EU and non-EEA countries outside the European Union, of the European Economic Area and the United Kingdom of Great Britain and Northern Ireland
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Complaints in relation to fraudulent activities and counterfeiting products
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Cross-border taxation matters (import charges, excise duties, VAT). These should be addressed to the Irish Revenue Commissioners
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Transactions involving financial and investment products
- Complaints against businesses registered in Ireland. These should be made to the Irish Competition and Consumer Protection Commission.
- Complaints where a business refuses to cooperate or cannot be identified
- Cases where consumers initiated legal action against the business
When you submit your complaint
Please provide us with the following:
- Your full name and contact details
- The name and details of the business
- The country in the EU/EEA where the business is based
- A detailed description of your complaint
- What resolution you are seeking
- Supporting documentation including your correspondence with the business to date
