Submitting a complaint

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Submitting a complaint to Thuiswinkel.org

We register and monitor the complaints we receive to ensure that online stores comply with the rules and standards associated with Thuiswinkel.org. If we notice recurring issues or signals that something may be wrong, we will raise these with the online store. In certain cases, we may be able to assist by mediating between you and the retailer.Thuiswinkel.org is not a regulator or a court, which means we cannot decide who is right or wrong in a dispute. However, we can help ensure that your complaint is reviewed by the online store and that you receive a clear and meaningful response.

Not sure whether you can submit a complaint?

Follow the steps below to find out whether we can help you. First, check whether the online store is a member of Thuiswinkel.org via the Member Directory.

Tip: If the online store is not affiliated with Thuiswinkel.org, or if your complaint relates to a purchase made in a physical store, you may submit your complaint to ACM ConsuWijzer, the Dutch consumer information and complaints service.

What does Thuiswinkel.org do?

  • We forward your complaint to the online store.
  • We ask the online store to respond within 7 days.
  • We monitor whether the online store responds.
  • In certain cases, we can assist with complaints and help both parties work towards a solution.
  • We monitor complaints and engage with our members when a complaint or pattern of complaints gives cause for concern.

What are our limitations? 

  • We do not resolve complaints ourselves.
  • We do not make legal judgments or decisions.
  • We cannot force an online store to take a specific action.

When are we less able to help?

There are situations in which our ability to assist may be limited, for example when:

  • your parcel is still under investigation by the carrier;
  • an ongoing resolution process is already taking place with the online store;
  • you have not yet submitted your complaint to the online store.

In these situations, our role is mainly to monitor the complaint handling process and the response provided by the online store.

Ready to submit your complaint?

Click the button below to complete the complaint form. Please have your order number and any relevant documents ready.

submit a complaint now

What happens next? 

  • We forward your complaint to the online store.
  • The online store is asked to respond within 7 days.
  • While we await their response, you do not need to take any action.

Still unable to resolve the issue? 

If you and the online store cannot reach a solution, a dispute may arise. You can submit your dispute either to a court of law or to the Thuiswinkel Disputes Committee. This committee is part of the Dutch Consumer Complaints Boards Foundation (SGC) in The Hague and operates independently from Thuiswinkel.org.

Important information

  • You can submit your dispute to the Thuiswinkel Disputes Committee only 4 weeks after your complaint has been submitted to us.
  • The online store must first be given the opportunity to resolve your complaint.
  • Thuiswinkel.org guarantees compliance with the binding decisions issued by the Thuiswinkel Disputes Committee.
  • The Thuiswinkel Disputes Committee only handles disputes involving online stores or sellers that are members of Thuiswinkel.org.

Costs of submitting a dispute

The filing fee for a dispute is:

  • €52.50 for purchases with an invoice amount below €500
  • €77.50 for purchases with an invoice amount between €500 and €1,500
  • €102.50 for purchases with an invoice amount above €1,500

Complaints About Financial Service Providers

Please note that complaints about financial service providers, such as banks, insurers, or intermediaries, must be submitted to the Dutch Financial Services Complaints Institute (Kifid).

Kifid first investigates whether mediation is possible. If mediation does not lead to a solution, the dispute can be referred to the relevant disputes committee for a decision.