Send cases by email to ECC Sweden

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Skicka ärenden via e-post till Konsument Europa - Engelska

When you are to email your case in to us, there are a few things you can do so we will be able to process your case faster.

Translated page: This text has been translated from Swedish. The text and appearance of the page may look different from the original page.

What you should do

  • To process your case, we need information about what has happened, as well as documentation that supports what you describe. You do not need to make a legal assessment of your case yourself. We will help you assess the case based on the applicable rules.

    If we are unable to review the documentation, we can answer general questions about your rights, but we will not be able to refer your case to our sister office for possible mediation.

    Read more about mediation through the ECC-Net

    Send your email to: konsumenteuropa@konsumentverket.se

    You message to us needs to contain:

    • your name and the company’s name
    • a description of the problem
    • documentation as evidence of your case.

    Documentation may for example be:

    • agreements/agreement terms
    • screen dumps of advertisements
    • invoices/receipts for purchases
    • your complaint or right of withdrawal notification that you sent to the company
    • images/other materials that show the fault (preferably write what you want to prove with each image)
    • emails that you and the company sent to each other
    • tickets/boarding cards (for travel)
    • receipts, if you want to claim compensation for expenses
    • baggage receipts
    • damage report form, known as a Property Irregularity Report (PIR).

    It is also good if you include information such as:

    • dates that you ordered and received the product/service
    • the price of the product/service
    • means of payment (for example bank card, credit card, cash payment)
    • sales method (for example in store, e-commerce, phone sales)
    • suggestion of solution.

    Unfortunately, we cannot accept messages or cases via SMS. Send your case by email.

  • Please send your documentation as PDF files. Name the files so that it is clear what they contain, for example “Order confirmation”.

    If you are sending contracts or terms and conditions, they must be complete.

    If you attach correspondence between you and the company, such as email messages, it should be arranged in date order. It must be clear who the sender is, who the recipient is and the date on which the message was sent.

    Send the documentation to: konsumenteuropa@konsumentverket.se

    We need to receive all documentation within four weeks. Otherwise, we will close the case.

  • We scan all material sent to us. Therefore, it is helpful if the documentation you send us is in A4 format. It should be free from tape, Post-it notes, registers, staples, paper clips and similar items.

  • 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 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.

    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. The ECC office will investigate your case and may contact the company on your behalf.

    We cannot compel a company to do anything

    Our network cannot force a company to do anything. 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.

    How your personal data is processed with us (ECC Sweden website)

    You will receive a consumer survey

    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.

Proofread: 24 August 2026

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.

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