Who can file a complaint?
The European Code Administrator (ECA) is the body that handles complaints about direct selling companies from both consumers and distributors, after all other remedies have failed. The complaint is free of charge.
You can file a complaint to the ECA if the following points are applicable:
- Your purchase was made in a European Union country and either;
- You have contacted the direct selling company or the Direct Selling Association in your country but you have not received a satisfactory reply, three weeks after you sent your complaint; or
- The direct selling company from which you purchased the good or service is not represented in your country.
How to file a complaint (in any language)
Seldia – European Code Administrator
Avenue de Tervuren 14
B- 1040 Brussels
What happens next?
- The ECA team will review your complaint and contact the company in question or the local direct selling association.
- After communicating with the company or the direct selling association, the ECA will contact you assessment your complaint and find a solution.
- You will be contacted by the ECA within 5 working days after you filing your complaint.
- If you do not agree with the ECA’s opinion, you still have the option of engaging in a legal procedure if you wish to do so.
Please note that the European Code Administrator will by no means act as a Court of Appeal from decisions made by the Code Administrators of individual DSAs.