Alternative dispute resolution for consumers

Resolving complaints out of court

Alternative dispute resolution (ADR) means settling a complaint out of court with the assistance of an impartial dispute resolution body. Resolving consumer disputes this way is easier, faster and less expensive than going to court.

There are many types of ADR, such as

• mediation
• conciliation
• ombudsmen
• arbitration
• complaints boards

Revision of the ADR Directive

On 17 October 2023, the Commission adopted a proposal to review the ADR framework by means of: 

1. a legislative proposal amending the current ADR Directive,
2. a legislative proposal to repeal the ODR Regulation,
3. a recommendation addressed to online marketplaces and EU trade associations having a dispute resolution mechanism and to Member States.

The objectives of the review are to: 

• make the ADR framework fit to the digital markets by covering all categories of disputes concerning EU consumer rights;  
• improve the access to ADR in cross-border disputes through the use of digital tools, assistance to consumers and traders;
• simplify ADR procedures to all actors; including reducing reporting obligations of ADR entities and information obligations of traders whilst encouraging traders to increase their engagement in ADR claims through the duty to reply;
• discontinue the ODR platform and replace it by user-friendly digital tools to assist consumers in finding a redress tool to resolve their dispute;
• incentivise online marketplaces and EU trade associations having a dispute resolution mechanism to get aligned with the quality criteria in the ADR Directive; 

Accompanying the legislative proposals are the following: 

• the joint ADR/ODR Application Report 2023 in line with Article 26 ADR Directive and Article 20 ODR Regulation  
• a fully-fledged Evaluation on the implementation of the ADR Directive
• the Impact assessment

Find all documents on the revision of the ADR Directive

ADR grants

The Commission has been awarding grants to qualifed ADR entities to improve their overall infrastructure including capacity building, awareness-raising and digitalisation since 2018. For 2025, the Commission allocated EUR 1.5million. The deadline for ADR entities to submit their applications is 27 August. 

Public consultation

In 2022, the Commission carried out 2 public consultations: one backward-looking and a forward-looking in parallel with the Call for Evidence. Such consultations were carried out in view of the evaluation and the impact assessment accompanying the Commission legislative proposal reforming the ADR/ODR framework. 

Out of court resolution bodies by country

A large number of out of court bodies exist across the EU. Using one of these bodies, you can access ADR for most types of product or service (complaints about healthcare or higher education are not dealt with by these bodies).

It doesn't matter whether you bought the product or service online or in a shop, or whether the trader is based in your country or another EU country.

On the online dispute resolution platform, you can find a list of out of court dispute resolution bodies by country.

ADR Assembly 2021- materials

The ADR Assembly is the biggest consumer ADR event in the EU. For the second edition of the biannual event, which was held on 28 and 29 September 2021, the Commission invited over 400 Alternative Dispute Resolution (ADR) entities and other consumer protection stakeholders for a virtual event.  Materials from the event are available at the links below.

Event presentations and related materials

Video of closing ceremony with conclusions and closing remarks by Commissioner Didier Reynders

Cross-border ADR Roundtable

Given the shift towards online shopping, efficient cross-border out-of-court dispute resolution (ADR) has become more relevant for the smooth functioning of the single market. However, data shows that consumers do not choose cross-border ADR due to various reasons including complex legal, linguistic and procedural issues, low awareness about the benefits of ADR, or because the complaint can only be resolved through the complaint handling mechanism operated by the online platform chosen by the consumer. 

The European Consumer Centres Network (ECC-Net) and the European Commission hosted a roundtable on cross-border ADR. ADR entities, ADR competent authorities, ECCs, academics consumer and trader organisations were invited.

Discussion papers

• Cross-border collective ADR
• Digitalisation in cross-border ADR
• Cross-border ADR to enforce single market rules

ADR Application reports

In line with Article 26 of the ADR Directive and Article 21(2) of the ODR Regulation, the Commission publishes a joint ADR/ODR application report in which it highlights the development and the use of quality ADR entities and the impact of the ADR and ODR on consumers and traders. This report is based on national ADR reports submitted by the ADR competent authorities to the Commission every 4 years and other data collection actions (dedicated workshops, public consultation, studies, etc).

ADR Application report 2023

ADR Application report 2019