The public consumer complaints system

The Centre for Complaint Resolution and the Consumer Complaints Board deal with complaints from consumers

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The public consumer complaints system consists of the Centre for Complaint Resolution and the Consumer Complaints Board The Centre for Complaint Resolution is a mediation entity.

The Consumer Complaints Board is a judicial board. The Centre for Complaint Resolution is part of the Complaint Boards Authority (Nævnenes Hus). 

The Consumer Complaints Board is an independent review body.

The Complaint Boards Authority is the secretariat for the board. 

Consumers can make a complaint to the public consumer complaints system if the product or service which they have purchased is defective or delayed. 

The consumer must always have complained to the trader who sold the product or service before he can make a complaint to the public consumer complaints system. 

The product or service concerned must, as a general rule, have cost at least DKK 1.050 (2021). The price of clothes or shoes must, as a general rule, have been at least DKK 680 (2021). The product or service concerned must never have cost more than DKK 100.000 (2021). 

The consumer must first make a complaint to the Centre for Complaint Resolution before he can make a complaint to the Consumer Complaints Board. 

Make a complaint to the public consumer complaints system via Complaints portal for the Complaint Boards Authority. 

The Centre for Complaint Resolution is a mediation entity which helps consumers and traders find common solutions and provides guidance on consumer law. The Centre for Complaint Resolution does not take judicial decisions.

It costs DKK 100 (2021) to make a complaint to the Centre for Complaint Resolution. The consumer will not be reimbursed the complaint fee even if the consumer and the trader find a solution. 

The Centre for Complaint Resolution must finish processing the complaint no later than 90 days after the parties have had an opportunity to make known their views. 

If the parties are unable to find a common solution at the Centre for Complaint Resolution, the consumer may opt to make a complaint to the Consumer Complaints Board.

The Centre for Complaints Resolution is part of the Complaint Boards Authority. 

The Consumer Complaints Board is a judicial board which takes judicial decisions. The Consumer Complaints Board takes a decision in a case only if a consumer and a trader have been unable to find a common solution at the Centre for Complaint Resolution. 

The consumer must make a complaint to the Consumer Complaints Board no later than four weeks after the Centre for Complaint Resolution closed the case. If the consumer does not make the complaint within the time limit, the Consumer Complaints Board is unable to process the consumer's complaint. 

It costs DKK 400 (2021) to make a complaint to the Consumer Complaints Board. The consumer will be reimbursed the complaint fee if he is successful in full or in part before the Consumer Complaints Board.  

The Complaint Boards Authority is the secretariat for the board.

The decisions of the Consumer Complaints Board are conditionally binding. This means that if the consumer is successfully before the Consumer Complaints Board, he can, as a rule, obtain the assistance of the bailiff's court to enforce the decision if the trader does not comply voluntarily. 

Decisions of the Consumer Complaints Board are only binding if the trader states that he intends to comply with the decision, but does not do so, or if the trader fails to respond to the Consumer Complaints Board as to whether he intends to comply with the decision. 

If the decision is not binding, the consumer must bring the case before the general courts to have his claim established.

Last updated: 24 March 2021