Before processing your claim, we need you to answer this short questionnaire:
The competency of the ECC-Net is residence based. As ECC Lithuania we can only intervene for consumers residing in Lithuania and having a cross-border complaint against a trader based in another Member state of the EU, Iceland, Norway or the UK. The aim of ECC-Net is to co-operate efficiently and promptly.
Therefore please contact the European Consumer Centre in your country of residence. The colleagues will advise you:
https://www.eccnet.eu/contact-your-local-ecc
If you are a Lithuanian resident, and you have a complaint against a Lithuanian trader, we are not entitled to act on your behalf in this matter. Therefore, please contact State Consumer Rights Protection Authority (
vvtat.lt).
Does your complaint concern a purchase from a country outside of the EU, such as China or the United States? You may want to check out ICPEN
https://icpen.org/resolve-dispute#cross-border-disputes
As ECCs our mission is to help consumers. If you have a question or purchased a product or service for business use, we are unfortunately unable to assist. Please contact the Enterprise Europe Network:
https://een.ec.europa.eu/local-contact-points/lt
ECC-Net has no enforcement or sanctioning powers and, therefore, the outcome of your complaint is dependent on the trader’s willingness to co-operate. Unfortunately, in case of fraud, we are not able to help you, as you are dealing with criminal offence. Please contact law enforcement institutions:
https://www.europol.europa.eu/report-a-crime/report-cybercrime-online
Always make your complaint known to the trader in writing, in order to give him a chance to offer a solution. Traders should respond within two weeks (if trader is an airline – please wait at least two months). No solution could be found? Then we will gladly help you further.
Your Compaint
Describe your complaint. These fields are mandatory.
Please make a short description and include relevant dates, order numbers/booking numbers, what you paid for the goods or services.
Tell us what happened.
The European Consumer Centre Lithuania can enter mediation with the trader. We cannot make decisions in cases. We will try to come to a solution that you are satisfied with. Please let us know which solution you would be satisfied with.
Tell us your desired solution of this problem.
E.g. a complaints board, your bank, payment provider, insurance company or others like https://ec.europa.eu/odr/ etc.
Your purchase
These fields are mandatory.
E.g. customer ID, invoice number, order number, booking number, reservation number
Enter the transaction identification
if you used a different currency, please give the equivalent euro value. Use only numbers and a point to enter the full amount. Example: 123.12
Enter the value of transaction in euros
Choose the selling method
Choose the economic sector
Attachments
Attachments should be in .pdf or .doc format. Please do not upload screenshots.
These fields are mandatory
Add at least one file
You can only atach file under 4 MB
You can only atach file under 4 MB
Add at least one file
You can only atach file under 4 MB
You can only atach file under 4 MB
There was a sending error
Please send your complaint to
[email protected]
Copy the form you have just completed. Don't forget to attach the supporting documents.
