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We prefer that you send us your documentation, such as receipts, as PDF files. Name the files as clearly as you can, such as “Order confirmation” if you send us an order confirmation. If you send us agreements or agreement terms, they need to be complete.
Documentation that shows your and the company’s written dialogue should preferably be arranged in chronological order. We also need to be able to see sender, recipient and date if you attach emails.
We need to receive all documentation in your case within four weeks otherwise the case will be closed.
Since we scan in all materials that come in to us, it is good if you, in addition to the points above, consider that the documentation you send in to us are in A4 format and free from tape, post-its, registers, staples, paper clips or the like.
Once you submit the case, it is registered in our case management system and you are assigned a case officer. The case officer will go through your case and will then contact you. You are then assigned a case number that you must save for further contact with us.
Cases are processed in the order received
We receive many cases every day, and the cases are processed in the order they are received. If your case is urgent (for example on a deadline), it is better to call us during our phone hours.
The case may be shared with one of our sister centres
If we deem that the company has not followed applicable legislation with regard to your rights as a consumer, the case may be shared with the ECC centre in the country that the company is located in. They will then contact the company for you and provide information about what you have a right to by law.
We cannot compel a company to do anything
Our network cannot force a company to do anything, but rather we can only mediate between you and the company and provide information on rights and obligations. If the company refuses to cooperate, we try to find a dispute resolution body that you can turn to.
Your case becomes official documents
All cases are saved in our case management system. It is not possible to submit a case anonymously. Documents that come in are in most cases public as ECC Sweden is governed by the Swedish principle of public access to official documents.
To improve our service, we will send you a consumer survey once your case is closed. You will then have the opportunity to share your experiences and suggest improvements.
The content is presented in collaboration with ECC Sweden, which is part of the ECC network and the Swedish Consumer Agency's information service. ECC Sweden is part-financed by the European Union.
The content of this website represents the views of the author only and it is his/her sole responsibility; it cannot be considered to reflect the views of the European Commission and/or the European Innovation Council and Small and Medium-sized Enterprises Executive Agency (EISMEA) or any other body of the European Union. The European Commission and the Agency do not accept any responsibility for use that may be made of the information it contains.
