What you can expect from the ECC network

What does ECC Sweden do for you?

• Striving to meet expectations

  ECC Sweden strives to provide all consumers who contact us with professional and courteous service. We do our utmost to ensure that the assistance you receive meets your needs and expectations.

  We review your inquiry by conducting a preliminary assessment to ensure that the matter falls within the scope of work of the ECC network. All consumer inquiries are handled by a legal advisor.

  If your inquiry concerns an area that falls outside the scope of our work, we will inform you of this and provide you with contact details for the appropriate authority or organization. Under the heading “Areas of work within and outside the ECC Network,” you can see which areas fall within and outside our work.

• We respond as quickly as possible

  Whether you write, call or send an e-mail, we will confirm that we have received your message. We strive to process your case as quickly as possible, and within no more than 14 working days. If, in exceptional cases, we need more time, we will inform you of this fact.

• We provide advice and can mediate disputes

  Once the first assessment process is complete, you will be informed of your rights under EU consumer law. We will also inform you of any possibilities for resolving your dispute. We will provide you with legal advice and assistance that suits your situation.

  The possibility of mediation

  When you encounter a cross-border problem, ECC Sweden and the ECC Network can help you resolve the problem by taking your complaint further. We can request help from our sister office in the retailer’s home country.

  In order to take your complaint further, the following conditions must be met:

  • You must have tried to resolve the matter by contacting the company in writing.
  • You must have a well-founded case, in accordance with applicable European consumer law.

  You need to provide the relevant documentation for us to proceed with your case.

  Once your case has been accepted by our sister office, the sister office will strive to achieve a solution by communicating with the company. We will then keep you updated about developments in your case.

  We cannot force companies

  The ECC Network has no power to enforce penalties or fines in the event of violations of consumer law. Our work is founded on the willingness of companies to work with the ECC offices to reach a solution. We will take all reasonable steps to resolve a dispute. If the company does not cooperate or initiate dialogue with us, we will advise you on alternative ways to resolve the issue.

• We help you take your dispute to an alternative dispute resolution body

  One of the main objectives of the ECC network is to resolve consumer disputes without the parties having to go to court. If you and the company cannot reach an agreement with our assistance, we will inform you on how to seek help from a competent Alternative Dispute Resolution (ADR) body that offers assistance in resolving the dispute out of court.

  In some cases, it will be possible for us to refer your case directly to the competent ADR body, monitor the progress of your case, and keep you informed while it is being processed. In cases where you can pursue the matter yourself, we can provide you with the contact details of the competent ADR body and information on how the process works.

• We benefit consumers in the long term

  Through our work in assisting consumers with their cross-border complaints, the European Consumer Centre (ECC) and the ECC network are in a unique position to document the problems consumers encounter when purchasing goods and services within the EU, Iceland, Norway, and the United Kingdom.

  The ECC network brings together knowledge and expertise and cooperates with law enforcement authorities and national and European stakeholders to safeguard consumers’ common interests. This can be the first step towards new legislative proposals or other enforcement and preventive measures to help consumers

• Protection of personal data and privacy

  The ECC Network takes the task of protecting the personal data of consumers very seriously. Your information will only be collected, stored and used to process your complaint within the ECC Network and to protect your interests.

  All submitted information is processed in accordance with national data protection rules. In certain countries, this means that your information may be disclosed to the public upon request. This applies to all information shared with the ECC offices in Finland, Denmark, Norway and Sweden. That’s why we need your consent.

  Learn more about the processing of personal data on the website of the Swedish Government (information in Swedish)

  The privacy statement prepared by the European Commission provides you with information about how we use your personal information and your associated rights.

  Learn more about how we use your personal information (information in Swedish)

• Receiving Feedback

  Your feedback is important to us. Your praise, suggestions or complaints give us the opportunity to improve our services and communication methods.

  Although we strive to provide the best possible service, we are aware that problems may arise. Therefore, we welcome complaints from consumers who are dissatisfied with the quality of the service provided or how it has been delivered. If you have a complaint, you should first submit the complaint to the person with whom you have been in contact.

  If you are dissatisfied with the reply you receive and wish to submit a formal written complaint, you can contact the Director of ECC Sweden via konsumentverket@konsumentverket.se. The reasonableness of the complaint, as well as how it has been handled, will then be assessed.

• Areas of work within and outside the ECC network

  The ECC Network deals with:

  • enquiries submitted by consumers (a consumer is defined here as “a natural person acting mainly for purposes which fall outside the area of business”) who have made purchases from a professional trader,
  • enquiries pertaining to cross-border purchases within the EU, Iceland or Norway.

  Complaints we are unable to assist with:

  • Complaints between private individuals.
  • Complaints between businesses.
  • Complaints concerning companies registered outside the EU, Norway, Iceland, and the United Kingdom.

  Cases we are unable to provide our services in:

  • The reported business refuses to cooperate.
  • The complaining consumer has initiated legal action already.
  • We are unable to locate or identify the business.
  • The reported business is involved in fraudulent activities.
  • The transactions concerned involve financial and investment products (investment funds, crypto-assets, stock markets, etc.).

  If your question concerns a matter that falls outside the scope of our network, we will notify you and provide you with the contact details of a relevant authority or organisation competent to process your request.