How to make a complaint
Did you buy something that did not work as intended? Below, we will tell you where to submit your complaint and how to do it.
First, contact the seller
The first step is to try to resolve the issue with the seller. If you cannot reach an agreement, you should file a written complaint. Include your receipt and any other evidence supporting your claim. This will reduce the chance of misunderstandings. Moreover, it will give you proof that you submitted your complaint in time, should you need it. Feel free to use one of our complaint letter templates.
Request mediation with the Consumer Authority
The Norwegian Consumer Authority (Forbrukertilsynet) may mediate if you cannot resolve the issue directly with the seller. They mediate in matters involving both businesses as well as private individuals. PLEASE NOTE: Please check below that your issue is not subject to any of the appeals boards.
If mediation does not resolve the issue, you may present your case to the Consumer Disputes Commission (Forbrukerklageutvalget – FKU). The Consumer Disputes Commission is a court-like body that settles disputes in cases concerning purchase of goods, craftsman services and right of withdrawal. The committee may also settle disputes between private individuals in matters relating to the purchase of goods.
Appeal to a complaint board
There are separate complaint boards for different types of matters. If your case belongs to one of these, please take the case to the appropriate appeals board. You can read more about how to proceed on the board’s website. In general, complaint handling is free of charge.
Complaints relating to goods and services purchased abroad
If you wish to make a complaint about a purchase from a trader in the EU, you can take your case to The European Consumer Centre Norway (Forbruker Europa).
As for the rest of the world, there are significant differences in whether you will be able to make a complaint. In this case, it is very important to read up on the terms and conditions of the store. If your complaint is unsuccessful and you paid with a bank card, you may reach out to your bank (see more on this below).
Take your complaint to your bank (chargeback)
You may also take your complaint to the issuing authority of your bank card (usually your bank) if you paid with a credit card and the seller is unwilling to resolve the issue. Chargeback apply to purchases of goods and services relating to faults and defects, delays, cancellations and fraud.
Visa and MasterCard both have similar rights in their debit card agreements. Please note that this process is more complicated, and that the complaint deadline is usually shorter when using a debit card.
Different banks use different terms for card complaints, such as ‘complaint’, ‘replacement’, ‘chargeback’, or ‘refund’. Contact your bank or visit their website for more information on how to proceed.