Looking for legal support?
Do you live in Belgium and have a question or complaint about a purchase that you made or want to make from a company established in another EU member state, Norway or Iceland? Then you’ve come to the right place.
Step 1. Fill in the form that applies to your situation and add all relevant information.
Please upload the following documents (maximum 8) if possible (preferably in pdf/doc/docx/jpg/png, no screenshot made with smartphone):
- a brief overview of your problem
- confirmation of purchase or reservation
- proof of payment
- your correspondence with the opposing party ( providing your correspondence in a single document and in chronological order will make it easier for our legal advisors to help you)
- your bank details (IBAN and BIC), if you require a refund
- other documents you deem useful
In case your complaint or question has been submitted successfully, you’ll receive an acknowledgement of receipt. We’ll handle your case within 14 working days. For more complex complaints, you might have to wait up to 3 months for a first reaction from our legal team.
Step 2. You will receive an automatic acknowledgement of receipt with a reference number.
Do you wish to add anything to your file? Then reply to this acknowledgement of receipt without changing the subject line. That way, everything you send us will be automatically added to your file.
If you did not receive a confirmation e-mail, please contact us by phone.
Step 3. ECC Belgium will start working on your question or complaint.
We will analyse your problem as soon as possible so we can inform you about your rights and how to enforce them against the opposing party. Do you have trouble reaching a solution on your own? Then we can try to find an amicable solution through our colleagues in the network. Know that our colleagues will reappraise your file in light of the applicable law and their experience with the trader. If necessary, they will contact the opposing party or refer you to an out-of-court dispute resolution body.
Please note: an amicable solution will only be achieved with cooperation from all the parties involved. Successful mediation is key for the companies involved and will uphold an excellent reputation and promote customer satisfaction. Companies that repeatedly violate consumer rights and do not cooperate with mediation services can be reported to the Economic Inspection Directorate.
Would you like to know more? Please check out our Quality Charter and our Privacy Policy.
