Any professional based in Luxembourg who is involved in a dispute with a consumer.

Any consumer involved in a dispute with a professional based in Luxembourg.

Before referring a matter to the Mediator, you must have attempted to contact your co-contractor to make a claim and resolve the issue directly with them.

If the dispute is being/has been heard by another out-of-court settlement body, an arbitration tribunal or a court of law, in Luxembourg or abroad, you should report this to the Mediator of consumption.

Proceedings brought before the Mediator of consumption are free of charge.

Filing an application

You may submit your application to the Mediator, either as a professional or a consumer:

• by post;
• by email to mediateurs@mediateurconsommation.lu;
• online via the Mediator of consumption website;
• online via MyGuichet.lu. This procedure can be carried out with or without authentication using:
  • a LuxTrust product;
  • an electronic identity card (eID); or
  • an eIDAS-compliant means of identification issued by another European Union (EU) or European Economic Area (EEA) Member State.

You may submit your application in Luxembourgish, French, English or German.

Your application must include a summary of the situation and your expectations.

Procedure

In fulfilling their remit, the Mediator of consumption will:

• act alongside the parties to help them resolve the dispute themselves; or
• propose a solution to the parties.

The out-of-court resolution process must not last more than 90 days from the date on which the Mediator of consumption receives all of the necessary information and documents. The maximum duration of 90 days may, however, be extended for complex disputes.

Either party may withdraw from the process at any time.

Confidentiality

All information and documents submitted or received in the course of the settlement are confidential.

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