Help with filling out the form
Welcome to our instructions page. Below, we explain who we can help and what to do if the ECC is not responsible. In the texts below, we guide you step by step through our online form. Finally, we explain how to save an entire email correspondence in a file and provide tips on our sample letters.
We process well-prepared complaints more quickly.
Who can the ECC support ?
Before filling out our input form for questions and complaints, please take a moment to read through the requirements for our free support.
Online form instructions – steps 1 to 3 explained
Here we will walk you through the first three steps of the online form, which you can use to ask us a question or file a complaint against a foreign company.
Online form instructions – Steps 4 and 5 for questions
If you would like to ask us a question, we explain how to fill out our online form in steps 4 and 5 here.
Online form instructions – steps 4 to 8 for complaints
If you wish to file a complaint against a company using our online form, you will find details on how to complete the necessary steps 4 to 8 here.
Instructions: Email history as a single PDF
Step 7 of the online complaint form requires you to submit your correspondence with the problematic company in a single PDF file. You can do this easily in your email programme!
Instructions: Combine multiple files into one PDF
Our tip for if you have saved your email correspondence with the company in lots of individual files. Here, we explain how you can merge all files into a single PDF.
Tips for filling out our input form
In this guide, you will find suggestions on how to enter the description of your consumer problem in the input mask. It also lists the kind of documents we usually need to resolve your case.
Tips for our sample letters
Some tips for the correct use of our sample letters in simple language.
Powers of attorney
The signed power of attorney allows the EVZ to intervene on your behalf with the company. There are several powers of attorney, depending on the country of the company. Here are the explanations of which one is appropriate.
