Do you need help?
The European Consumer Centre (ECC) Italy – Bolzano Office can help you if you are a consumer residing in Italy who has experienced a consumer-related problem with a trader or company legally established in another country of the European Union, Norway or Iceland.ECC Italy can assist you by providing information about your rights and helping you assess the case you submit to us, determining the applicable rules and the remedy to which you are entitled (or not entitled). It can also help you formulate your initial complaint to the company, if you have not already sent it, but it cannot contact the company on your behalf in the first instance.
Our direct intervention, through the cross-border complaint-handling procedure together with the European Consumer Centre in the corresponding country, can only take place following an unsuccessful outcome (or lack of response) to the initial complaint, which you must always submit yourself.
We cannot always help you, but if we are not competent to handle your dispute, you can nevertheless find information to help you understand whom to contact (where possible): you can consult the information on when we cannot help here.
Before submitting a complaint or a request for information, please read the Privacy Policy, as required by Regulation (EU) 2016/679.
NB:
Only requests for information and complaints submitted and duly completed through the contact forms available on this page will be considered. Requests received by e-mail will not be processed. Please complete the fields in the contact forms truthfully and with all the information in your possession: this will help ensure faster processing of the complaint and, where applicable, resolution of your problem.
Please be aware from the outset that, due to the high number of complaints received, the estimated waiting time for the initial assessment is currently 8 weeks.
Please submit your complaint only if you are prepared to wait for the indicated time.
If you are unable to wait, you may consider the following options:
• Chargeback procedure (reversal of credit card payments)
• Alternative dispute resolution procedures
• European judicial procedures (European Payment Order, European Small Claims Procedure)
• A lawyer.
ECC Italy’s service is free of charge, and our staff will assess requests within the limits of our areas of competence and the resources available. We therefore ask you to communicate with our advisors in a polite, respectful and objective manner. Messages containing offensive, threatening or aggressive language may result in the closure of your request for assistance.
Submit a request for information
If you would like to know your rights as a European consumer, please consult the thematic sections of our website and, if you require further clarification, the Centre's qualified staff are at your disposal: they will reply as soon as possible.Link to information request webform
Submit a complaint
If you are resident in Italy and have purchased a product or service for purposes unrelated to your commercial, business or professional activity;if the trader against which you are making a complaint is located in another country of the European Union, Norway, Iceland or the United Kingdom;
if you have already complained to the trader but have not received a reply or are not satisfied with the reply received you can submit a complaint. Please remember that, in order to submit a complaint and receive assistance, it is essential to provide all the documentation necessary for its processing:
• a copy of the contract or booking, proof of payment or similar documents. Where available, the general terms and conditions. All details are required: date of purchase or conclusion of the contract, names of the persons concerned (if there are other persons in addition to the consumer, for example in a travel ticket or holiday package), amount paid, any amounts refunded, financial compensation received, return vouchers, etc.;
• a copy of the initial complaint submitted independently to the company: it is in fact necessary to have already lodged a complaint, with an unsatisfactory outcome, in order to activate our intervention. If you have not already done so, we can nevertheless help you formulate the complaint, which you will send yourself;
• a brief description of the problem;
• the request to be submitted to the company (optional).