Mediation by an ombudsman service
Are you experiencing difficulties with a business and are unable to reach an agreement?
You can contact an ombudsman service. This is an inexpensive and quick procedure that requires minimal formalities.
Would you like to contact an ombudsman service?
The theme pages and the Consumer Guide will lead you step by step to the appropriate ombudsman service.
Would you rather contact an ombudsman service directly?
Below is the complete list of ombudsman services recognised by the FPS Economy.
Problem with a Belgian business
List of ombudsman services recognised by the FPS Economy.
Consumer Mediation Service
If you cannot identify the competent ombudsman service for a particular sector, or if you are unsure which one to contact, please forward your case to the Consumer Mediation Service. They will redirect your case to the appropriate service or handle it themselves if no specific sector ombudsman exists.
Mediation Service for Telecommunications
Dispute between a consumer and a business in the telecommunications sector
Ombudsfin
Dispute relating to banking, investment, credit or payment services
Insurance Ombudsman
Dispute between a consumer and an insurance company, insurance intermediary or Datassur
Construction Reconciliation Commission
Technical dispute during the construction or renovation of a property
Energy Ombudsman Service
Dispute between a customer and a supplier concerning the functioning of the electricity and natural gas market
Construction Reconciliation Commission
Dispute between a consumer and a travel professional applying the general travel terms and conditions of the Travel Dispute Commission. This commission is not competent for disputes involving airlines or travel insurance.
Postal Sector Ombudsman Service
Dispute a consumer may have, as a sender or recipient, with a postal or parcel delivery business
Ombudsman Service for the Legal Profession
Dispute between a consumer and a lawyer
Arbitration Commission for Consumers and Textile Carers (CACET)
Dispute between a consumer and a textile professional with the FBT label (Belgian Textile Care Federation) concerning damage to textiles
Ombudsman for Judicial Officers
Dispute with a judicial officer
Ombudsman Service for the Notarial Profession
Dispute with a notary regarding the exercise of their profession
Problem with an overseas business
European Consumer Centres Network (ECC-Net)
Disputes with a trader in another EU country, Iceland and Norway, for purchases made abroad, in person or online
Frequently asked questions
Read our frequently asked questions. You may find the answer you are looking for.
Is it possible to use an ombudsman service free of charge?
Most ombudsman services are free of charge. However, some services do charge a fee. This is the case for:
- the Arbitration Commission for Consumers and Textile Professionals (CACET)
- the Travel Dispute Commission
- the Construction Reconciliation Commission
How long does a procedure with an ombudsman take?
Once you have submitted a complete mediation request, you will receive the outcome within 90 calendar days. For complex disputes, this period may be extended to 180 days, provided that both you and the other party have been notified.
How do I submit a request for mediation to an ombudsman service?
ConsumerConnect will help you find and contact the appropriate ombudsman service. You can usually contact an ombudsman service by telephone, email, letter or via an online form. Some services also receive consumers in person at their offices (by appointment).
Is a ruling by an ombudsman service binding on all parties?
Each ombudsman service decides for itself whether its decisions are binding. In the first instance, the ombudsman service attempts to reach an amicable settlement between the parties. If that is not possible, the ombudsman service issues a recommendation. In general, both amicable settlements and recommendations are not binding.
Can you take legal action directly, or must you contact an ombudsman service first?
You may take legal action directly if you wish. Mediation through an ombudsman service is entirely voluntary. It is an inexpensive and quick procedure that requires minimal formalities.
What if you disagree with the response from the ombudsman service?
You may withdraw from the ombudsman service's mediation procedure at any time if you are dissatisfied with its progress or operation. As a consumer, you may then take the matter to the competent court.
Should you first try to find a solution with the business?
Most ombudsman services require that you first try to resolve the issue amicably and directly with the business. If you have not submitted your complaint with the business beforehand, the ombudsman may refuse to handle your request.
Are ombudsman services also competent to deal with foreign companies?
No. Ombudsman services can only handle consumer disputes involving a Belgian business. For disputes with a trader based in another EU country, Iceland or Norway, you can contact the European Consumer Centre Belgium (ECC Belgium).
What if there is no specific ombudsman service for a particular sector?
If you cannot find an ombudsman service for a particular sector, or if you are unsure which one is competent, you can submit your case to the Consumer Mediation Service. They will refer your case or handle it themselves if no specific service exists.
You are experiencing a technical issue while submitting your request for mediation. Where can you turn to?
If you encounter problems submitting your file, you can contact the Consumer Mediation Service. They can be reached by letter, via an online form, or in person at their offices.
Are the ombudsman services impartial? Also with respect to the FPS Economy?
Yes. Independence and impartiality are mandatory conditions for being recognised as an ombudsman service. Ombudsman services must be independent and impartial towards businesses, consumers and the FPS Economy itself.
ConsumerConnect is an initiative of the FPS Economy. We guide you through your consumer rights and obligations in clear and accessible language. Here, you can learn what actions you can take.
