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Graphics: How the ODR portal works

Here you can see what happens if you fill in a complaint form via the ODR portal


You complaint is automatically sent to the firm via the ODR portal


European dispute resolution

You agree on the European dispute resolution body which is to handle the complaint


Complaint is handled

The complaint is handled by the relevant dispute resolution body



The dispute resolution body closes the complaint and you are informed of the outcome


If you need guidance on use of the portal or the complaints procedure, you can use the Help function as you go along. The Help function puts you in contact with European Consumer Centre Denmark, which is Denmark’s national contact point for the ODR portal.