Help for the consumer

If your rights as a consumer have been violated, the ECCs can help you find the best way to rectify this, providing you with language assistance and advice on the Alternative Dispute Resolution systems, thereby avoiding costly, complicated and, occasionally, difficult legal proceedings.

The functions of the EECs are as follows:

• To advise consumers on their consumer rights thereby enabling them to make the most of the opportunities offered by the European internal market. This activity includes information on the national and European legislation applicable in each particular case.
• To act as mediators in cross-border complaints and claims which take place in the following cases:
  • When a domestic consumer wishes to make a claim against an establishment or company located in another EU state.
  • When a consumer from another EU state wishes to make a claim against a Spanish establishment or company.
• To provide informationn and promote EU and national legislation and case law by organising conferences, publications and information bulletins, and broadcasting in the audiovisual media.

Spanish consumers from anywhere in the country can therefore obtain information on how to proceed in the case of a complaint or claim for a defective service or faulty product purchased or used outside their borders.

Likewise, consumers and users from any country in the European Union can also receive information if they wish to submit a complaint or claim relating to goods or services purchased or used anywhere in Spanish territory, by contacting the ECC in Spain.

The Consumer experts will contact the suppliers and mediate between them and the users, providing the language and technical assistance necessary until a satisfactory solution has been reached, or if this is not possible, they will assist and advise them with regard to the Alternative Resolution systems for cross-border disputes prior to the commencement of legal proceedings.