Tips for filling out our input form

Rights & Rules Extrajudicial Assistance

We receive many enquiries and requests for assistance every day. We do our best to process them as quickly as possible in the order in which they are received. You can speed up your case by sending us the necessary documents in a well-prepared manner. Here are some suggestions on how to summarise your consumer problem so that we can help you more quickly.

Briefly describe the facts

When you enter a complaint in our input form, you will be asked in step 4 to briefly describe the problem. How the problem with the company arose. What we should achieve for you, and what steps you or the company concerned have taken (or failed to take).

Example of how to fill in the top input field: "Describe your complaint"

On ________ (date), I ordered/purchased/booked the goods/services ________ (what you ordered) from the company ________ (company name) on the website ________ (internet address) or at the place of conclusion of the contract ________ (address of the shop).
I should have received the goods on ________ (date) / wanted to make use of the service.
The goods/services had the following defect: ________.
The current status of the issue is as follows: ________ (e.g. defective goods are at my home / being repaired / have been collected / I am waiting for outstanding service /...)

Example of how to fill in the middle input field: "What is the purpose of your complaint?"

I would like the ECC to achieve the following for me: ________
Examples: That my money is refunded / that the goods are delivered / that the goods are exchanged / that the ECC publishes a warning about the company / that a voucher is issued / that the service is provided at a reduced price / that compensation is paid / I would like advice on whether it makes sense to take legal action / ...

Example of how to fill in the lower input field: "What steps have you already taken?"

I notified the company of the defect on ________ (date) by means of ________ email/letter and requested a solution to the problem.
The company did not respond to my complaint / responded as follows: ________
If applicable: The company ________ offered me an unsatisfactory alternative / partial payment / voucher / etc. I do not agree with this. I have informed / not informed the company _________ of this.

Which power of attorney is the right one?

When you submit a complaint, step 6 of the input form will ask you to either sign a power of attorney directly on the page or upload it. The easiest way is to sign directly in the form. Further details on powers of attorney can be found here.

Documents: Which ones do we need?

In the input mask , you will be asked in the penultimate step 7 to upload the documents relating to the case. It is best to have the following ready before you start our complaint form:

contract
order confirmation
invoice
Photographic evidence, if available, of the defective goods/poor service/improperly performed work...
Screenshot if available, e.g. of the misleading offer / the faulty ordering process / the chat with the seller...

📷 If you only have documents in printed form, please scan or photograph them. Please ensure that the result is clearly legible.

✍️ If you do not have certain documents, please describe them accordingly in the facts section instead. (in step 4 of the input mask.)

Your correspondence with the problematic company

When entering a complaint in the input mask, you will also be asked in step 7 to upload your correspondence with the company. Please summarise your complaint to the company, their response and any subsequent correspondence between you in a single file if possible. In these instructions, we explain how you can save all email correspondence with the company in your email programme in a single file. If you have saved several pieces of correspondence, these instructions will help you to combine them into a single file.