European Consumer Centre Luxembourg Recovers €942k for Customers in 2024

Saturday 15 March 2025 marks International Consumer Rights Day; on this occasion, the European Consumer Centre Luxembourg (ECC Luxembourg) has just published its annual report for 2024 in which it announced it processed 4,556 cases and recovered a total sum of €942,490 for consumers.

ECC Luxembourg forms part of a network of 29 European Consumer Centres in the EU, as well as in Iceland and Norway (European Consumer Centres Network - ECC-Net). The ECC-Net also collaborates with the International Consumer Centre in the United Kingdom. They inform consumers about European consumer law and support them in settling cross-border consumer matters. The ECC Luxembourg is financially supported by the European Commission, Luxembourg’s Government and the Luxembourg Consumer Protection Association (ULC).

According to ECC Luxembourg, while Europe has set up laws to protect consumers' rights, the complexity of these regulations leads some consumers to seek help. One of ECC Luxembourg’s missions is to inform consumers about these regulations.

In 2024, the ECC Luxembourg helped consumers in 4,556 cases, by answering 3,594 questions from consumers in Luxembourg and handling 962 from consumers living in another EU country who reported a dispute with a trader established in Luxembourg. 

Of the 4,556 cases handled, 2,931 constituted information requests from consumers seeking to better understand their rights and the steps available to them and 1,625 related to cross-border disputes which required specific intervention from the ECC network. For the cross-border disputes, the ECC Luxembourg was able to find an out-of-court solution in 59% of cases. For comparison, in 2023, the ECC Luxembourg handled 4,190 cases and in 2022, 4,110 cases. In 2024, the increase was around 9% compared to 2023. Out of these 4,556 cases, the three main areas were air travel (17%), purchasing and repairing of used vehicles (5%) and home maintenance work, including all preventive, corrective and maintenance actions aimed at ensuring proper functioning, safety and durability (3%).

In 2024, another significant element was the amount of €942,490 that ECC Luxembourg successfully recovered for the benefit of consumers, marking a new record. The amount considerably surpassed the amount collected in 2023 (€779,500) and was significantly higher than the amount collected in 2022 (€568,100). In 2024, the increase was 20.91% higher compared to 2023. This amount of €942,490 was obtained in cases wherein the ECC either aided consumers in being reimbursed by a professional or wherein the latter helped consumers in defending themselves against an unjustified claim by a professional.

In 2024, of the 3,594 Luxembourgish residents who contacted the ECC Luxembourg, 33% chose to contact the centre by phone, 31% preferred to use the contact forms available on the website and 26% contacted the centre by email. The ECC also mentioned that it can receive consumers at their premises, to have face-to-face consultations. 2% of consumers chose this option. The final 8% were other alternatives such as letters, transfer from another organisation, etc. During the past year, 344 consumers also agreed to share their opinion on the centre’s services via a satisfaction survey, carried out through the European Union’s survey system. The overall satisfaction rate was 92.73%, which the centre noted reflected its commitment to providing the best possible services to consumers. Additionally, 39% of respondents indicated they discovered ECC’s services through an online search.

In 2024, the ECC Luxembourg experienced a significant change with the arrival of its new director, Thomas Segrétain, who succeeded Karin Basenach after more than 20 years of service.

The ECC Luxembourg serves as a contact point, offering consumers information and assistance on various matters related to EU regulations. Firstly, it acts as a contact point for the Services Directive, which aims to facilitate trade in services within the EU by eliminating barriers. Additionally, it serves as a contact point for the "Geoblocking" regulation, aiming to fight unjust geographical discrimination based on consumers' nationality or place of residence. The ECC Luxembourg also supports consumers and traders through the Online Dispute Resolution (ODR) platform, aiming to simplify online dispute resolution. Since 2017, ECC Luxembourg has facilitated the European payment order, streamlining cross-border dispute resolution. It also aids consumers in accessing the European Small Claims Procedure, simplifying dispute resolution for matters up to €5,000. Furthermore, it offers support for alternative dispute resolution of cross-border consumer disputes and guides consumers to mediation bodies in Europe. Since 2020, ECC Luxembourg has been designated as the external alert body, empowered to issue alerts to authorities against traders violating EU consumer rights.

SM