Submitting a complaint

If you have a complaint about an e-retailer or platform seller, head to Thuiswinkel.org! We’ll help you in three steps.

Step 1: Submit your complaint to the e-retailer or seller or use our complaints form

Step 2: Complaint resolution support

Step 3: To the Arbitration Committee

Step 1: Submit your complaint to the e-retailer or seller or use our complaints form

Our members go above and beyond to ensure customer satisfaction and abide by our association’s code of conduct. Still, it may happen that you are not completely satisfied with a service or product. If this is the case, you can notify the e-retailer or seller directly. If you can't work it out together, please let us know. We will forward your complaint to the e-retailer and assist where possible. You can fill out the form for members and non-members.

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Step 2: Complaint resolution support

Generally, you will receive a response from the e-retailer or seller within seven days of submitting the form. If you have not received a response or if your complaint has not been resolved to your satisfaction, please contact us. You can do so by responding to the email confirmation you receive after submitting the complaint form or sending an email to complaints@thuiswinkel.org. We will help you take the next step and explore your options.

Step 3: To the Arbitration Committee

If the solution to the complaint does not have the intended result, you and the retailer have a dispute, which means you can decide to go to court or to Thuiswinkel’s Arbitration Committee. This Committee falls under the purview of the Stichting Geschillencommissies voor Consumentenzaken (Foundation for Consumer Arbitration Committees, SGC) in The Hague and is independent of Thuiswinkel.org. The Arbitration Committee only handles disputes with e-retailers or sellers who are members of Thuiswinkel.org. Filing a dispute is subject to a fee of €52.50.

You can contact the Arbitration Committee four weeks after submitting your complaint; this will give the e-retailer/seller ample time to resolve your complaint first. Thuiswinkel.org guarantees compliance with the (binding) decisions of the Thuiswinkel Arbitration Committee.

Please note: Complaints about financial service providers such as banks, insurers, or brokers should be submitted to the Klachtinstituut Financiële Dienstverlening (Financial Services Complaints Institute, Kifid). This Arbitration Committee will investigate whether mediation is possible. If mediation attempts have failed, a ruling may be sought from Arbitration Committee. Find out more about the Kifid procedure here.