Submit a complaint about an online shop of seller on platforms

Do you have a complaint about an online shop or seller on platforms that is a member of Thuiswinkel.org? You can notify us and we will help you in three steps.

Step 1:
Submit your complaint through our complaint form
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Step 2:
Free mediation of complaints
 

 

 

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Step 3:
Submit the complaint to the arbitration committee or the court

 

 

Step 1: Submit your complaint to the online shop or seller, or through our complaint form

Please let us know if you have a complaint about an online store or a seller on platforms that is a member of Thuiswinkel.org (these are online stores or sellers that may carry one or more of the following trustmarks: Thuiswinkel Waarborg, Thuiswinkel Zakelijk and Shopping Secure). Submitted complaints will first be send directly to the online store or seller in question. We will always ask our members to resolve the complaint.

Go to the complaint form >

Step 2: Free mediation of complaints (when the online shop or seller does not sufficiently resolve the complaint)

We expect that you will receive a response from the concerning online store or seller within seven days. When you do not receive a response within this time frame or you complaint is not resolved to your satisfaction, please contact us. We will help you with free mediation of complaints. You can contact us by responding to the email confirmation that you receive after sending the complaint form.

Step 3: Submit the complaint to the arbitration committee or to court

If the mediation of complaints does not lead to the desired result, a dispute has arisen. You can submit this dispute to court or to the Thuiswinkel Arbitration Committee. This committee falls under the Dutch Foundation for Consumer Complaints Boards in The Hague and is independent of Thuiswinkel.org.  The arbitration committee only handles disputes with online stores or sellers that are a member of Thuiswinkel.org. The costs for submitting a dispute amount to € 52.50.

You may make use of the arbitration committee after four weeks have passed since you submitted your complaint. This offers the online shop owner/seller some time to find a mutual solution for your complaint. Thuiswinkel.org guarantees the compliance with the arbitration committee's (binding) decision. This is what we call the "industry guarantee". When one of our members does not follow up on the arbitration committee's decision and does not respond to reminders, please contact us through . We will then make sure that you will still receive your compensation. Always include a copy of the decision when you appeal to the industry guarantee.

Please note: Complaints about financial service providers, such as banks, insurers and intermediaries, must be submitted to the Netherlands Financial Services Complaints Tribunal (Kifid). The Financial Ombudsman then mediates between you and the financial service provider. When this is not successful or the Ombudsman believes that mediation is of no use, the Financial Service Provision Arbitration Committee will decide on the matter. Read the Kifid procedure here.

No guarantee fund

Thuiswinkel Waarborg, Thuiswinkel Zakelijk and Shopping Secure are no guarantee funds. When an online store or seller on platforms that is a member of Thuiswinkel.org goes bankrupt or finds itself in suspension of payment, Thuiswinkel.org cannot arrange for the recovery of your payment or down payment.