Submit a complaint with ECC France | ECC-Net digital forms

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Do you live in France?

Yes

Unfortunately we cannot help you.

The competency of the ECC-Net is residence based. As ECC France we can only intervene for consumers residing in France and having a cross-border complaint against a trader based in another Member state of the EU, Iceland, Norway or the UK. The aim of ECC-Net is to co-operate efficiently and promptly. Therefore please contact the European Consumer Centre in your country of residence. The colleagues will advise you.

Do you have a complaint against a trader based in another EU Member state, Iceland or Norway?

Yes

If you are a French resident, and you have a complaint against a French trader, we are not entitled to act on your behalf in this matter. Please refer to the following links containing information in French on national individual redress mechanisms.

You may consider contacting a French consumer organisation.
You may also want to consider a mediation or conciliation procedure.
In France every trader has the obligation to adhere to a consumer mediation system in view of an amicable resolution of any possible dispute and to inform customers thereof.

Does your complaint concern a purchase from outside the EU, such as China or the United States? You may want to check out ICPEN

Have you been victim of a fraud?

Yes

I don't know

Unfortunately we cannot help you.

As ECCs we can only intervene on amicable grounds, and have no enforcement powers. Do not hesitate to file a pre-complaint online with the gendarmerie / police services in your jurisdiction and to report the practices of this site to the DGCCRF. Please note, reports and complaints are only for the purpose of possible investigations and prosecutions, but do not allow you to settle your dispute on an individual basis.

Did you already hire a lawyer or file a court case against the trader?

Yes

Unfortunately we cannot help you.

The ECC-Net provides exclusively extra-judicial dispute resolution for individual consumers. One aim is to avoid potentially long-lasting and presumably costly cross-border litigation by direct contact with the involved trader. Once you have hired a lawyer or a judicial procedure or a court action has been filed, we cannot intervene in the same case. For further information on simplified court procedures within the EU, read the information available on European small claims and payment order.

Did you purchase the product or service as a consumer, for purposes which are outside of your trade, business, craft or profession?

Yes

As ECCs our mission is to help consumers.

If you have a question or purchased a product or service for business use, we are unfortunately unable to assist. Please contact Enterprise Europe Network.

Did you already submit your complaint to the trader in writing, via e-mail or letter?

Yes

Always make your complaint known to the trader in writing, in order to give him a chance to offer a solution. No solution could be found or no response was received within 3 weeks? Then we will gladly help you further.

Once you have contacted the trader, give them 3 weeks to get back to you. If no solution is found or you do not receive a response within 3 weeks, please feel free to submit your complaint to us.