How to complain

How to make a complaint to a business

If you have problems with a product or service you bought, you should talk to the business first. You can resolve most problems this way. If you cannot resolve the issue this way, there are further steps you can take.

Steps to take to resolve your consumer rights issue

1. Talk directly to the business to try and resolve the issue
2. If you cannot resolve the issue directly, make a formal complaint in writing
3. If making a formal complaint does not solve your issue, you can use the small claims procedure for claims up to €2000 or less.

How to make a formal complaint

Making a formal complaint to the business in writing is the next step if you cannot solve your issue directly. You can check if the company has a complaint process you can follow, or you can use our template letters to make your complaint to the business. If you prefer to write your own letter or email, you should include:

• The date of your complaint
• Your contact details
• The company name
• Details of what you purchased and your order or reference number
• Date of purchase
• Copy of your receipt
• Details of the problem
• How you want the business to resolve the problem

Complaint letter templates

What can you do if you have complained to a business, but they have not resolved the issue?

If you have complained to a business and they have not responded to your satisfaction, there are other actions you can take.

Chargeback on debit/credit card purchases

If you paid with a debit/credit card you may be able to do a chargeback and should contact your bank or card provider to find out more.

Complain to the finance company

If you bought the item using finance organised by a shop or car dealer, you may also be able to complain to the finance company. For example, if you bought a car with PCP organised by the dealer, the finance company is responsible for resolving any issues. Check the terms and conditions of your finance agreement for details of the finance company and how to contact them.

Inform the CCPC or other state bodies

If you believe an Irish based business has breached your consumer rights, you can also  report the business to us. The Competition and Consumer Protection Commission (CCPC) does not act on behalf of individual consumers. However, your reports are important to let us know where we need to take action. 

In certain sectors, including telecoms, financial services and utilities, other state bodies may be able to support you further with your issue. This could include information, advice and/or intervention depending on your circumstances. You can read the full list of other authorities for more information.

What if you have a complaint with about a product or service I bought in the EU?

The European Consumer Centre Ireland (ECC Ireland) is a separate dedicated service that helps consumers who are having issues with a business in another EU country, Iceland, Norway or the UK.

ECC Ireland has consumer information about your rights for shopping and travelling in the EU. They also provide complaint letter templates to help you when making your complaint.

If you have complained to a business in the EU, Iceland, Norway or the UK and are unhappy with the response, you can make a complaint to ECC Ireland. You will need to submit proof of purchase and details of your formal complaint to the business. ECC Ireland will then look at your complaint and, if they think you have a case, will contact the European Consumer Centre in the country where the business is based to mediate on your behalf. If it is not possible to mediate in your complaint, you will get information about any alternative options you have.

What are your legal options when resolving a complaint with a business?

The small claims procedure can help you resolve a dispute with an Irish business for claims up to €2,000, generally without using a solicitor. The small claims procedure is managed by your local district court and has an application fee of €25. Read more about the small claims procedure.

You can use the European small claims procedure to make claims up to €5,000 against businesses in other EU countries (except Denmark). Learn more about the European Small Claims Procedure.

If your complaint against a business is for a product or service where the amount you wish to claim is over €2000 (for Irish small claims) or €5,000 (for EU small claims) you may need independent legal advice to assess your options.

Alternative dispute resolution (ADR)

In some situations, you can use an ADR body to help you to solve the problem. ADR bodies can help you and the business settle the dispute without you having to go to court. Four ADR bodies are registered to operate in Ireland.

The European Commission provides an online dispute resolution platform for goods or services bought online in Ireland or elsewhere in the EU. Read more about alternative dispute resolution.

What if the business is based outside the EU or UK?

If you buy something from outside the EU, you may find it more difficult to resolve the matter. Outside of the EU, Norway, Iceland and the UK, your rights may be limited. If you paid with a debit/credit card you may be able to do a chargeback and should contact your bank or card provider to find out more.

Most countries will have a consumer body who may be able to provide information on how to resolve your specific issue. The International Consumer Protection and Enforcement Network (ICPEN) has a list of many of these bodies.

There may also be legal remedies available to you. You should seek independent legal advice if this is something you would like to pursue further.