Welcome to the website of the UK European Consumer Centre. Please note that due to the effects of Covid-19, we have temporarily closed our phone lines but are happy to help via our online form or via email.
The UK European Consumer Centre (UK ECC) is part of the European Consumer Centre Network (ECC-Net) which is a network of consumer centres based in the 27 EU Member States, plus Iceland, Norway, and the UK.
The 30 Centres work together to provide advice to consumers all over Europe to empower them to enforce their consumer rights. We are not an enforcement body, so do not take action against companies, but often our advice leads to a resolution in the majority of cases that we handle.
Our service is unique in that we advise only on cross-border consumer matters (where the company you have a complaint against is based in a different European country). And the best thing about our service is that it's free!
If you need some information or advice on an issue that relates to goods or services bought in another European country, please get in touch with us: firstname.lastname@example.org.
What ECC-Net can do for you
Our mandate is to deliver free information, advice and assistance on cross-border shopping in the EU, Iceland and Norway.
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.
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.