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UK European Consumer Centre

What ECC-Net can do

Help and Advice for cross-border issues in the EU, Iceland and Norway. 

Our mandate is to deliver free information, advice and assistance on cross-border shopping in the EU, Iceland and Norway.

We can:

  •  Advise you on consumer rights for shopping and travel under EU and national law;
  • Give practical tips to help you save money and avoid problems;
  • Help you with a complaint against a trader based in another EU country, Iceland or Norway for purchases made abroad – physically or online;
  • Engage with the trader in order to try to resolve the problem:
  • Advise you on further action if an amicable solution is not possible, such as out-of-court settlements, the European Small Claims’ procedure, or other legal action;
  • Help you find a suitable organisation to handle your case if it needs to be taken further.

We cannot:

  • Force traders to act. We rely on persuasion which works in at least half of the cases;
  • Act as your legal representative;
  • Handle your complaint if one of the involved parties is outside of the EU, Norway and Iceland.

The Most frequent issues the ECC-Net deal with:

  •  Online shopping, covering cooling-off periods, delivery times, and the requirement to provide clear information;
  • Buying goods and services, rights to repairs, replacements and refunds and the non-discrimination principle;
  • Air passenger rights related to cancellations, delays and related assistance, denial of boarding and lost or damaged luggage;
  • Package travel rights to information, to transfer a package to someone else, to a guaranteed price, and to choose an alternative package or a refund if the content changes;
  • Car rental problems such as unclear information on prices and costs of optional extras, and unfair contract terms;
  • Timeshares/holiday clubs, including the right to receive all relevant information before signing a contract, cooling-off periods and related payment rules.

Contact Us

Please note that we are closed on weekends and UK bank and public holidays. 

Telephone Number:

+44(0)1268 886 690 (lines open 9am - 5pm)

Email Address: 

Online Contact Form

European Union online submission form 


Other services are also available to make contacting us as easy as possible, for example Next Generation Text Service formerly Text Relay, please use this link for more information.