forbrugerklagenævnet

Forbrugerklagenævnet, the Danish Consumer Complaints Board, is an independent public body that settles disputes between private consumers and traders regarding purchases of goods and services. It provides a free, non-legal channel for resolving complaints without going to court. The board handles complaints from private individuals concerning consumer purchases for home use, including goods bought in stores and via online or distance selling, as well as many service contracts. It does not cover disputes between businesses or governmental decisions.

A consumer initiates a complaint by submitting a case to Forbrugerklagenævnet, usually after attempting to resolve the issue directly with the trader. The trader is invited to respond, and the board may request documentation or hear testimony before issuing a decision. Decisions are normally issued within a defined time frame and can require remedies such as reimbursement, repair or replacement of goods, price reduction, or compensation for non-material damages.

The board’s decisions are binding on the trader involved in the case. If a party disagrees with the decision, they may pursue the matter through civil courts. The board is composed of representatives from consumer organizations and from the business sector, with an independent chairperson, and operates under Danish consumer protection and contract laws. Decisions are published to promote transparency and accountability.