In accordance with our rules of procedure, it is mandatory to contact the merchant before submitting a complaint. This step is essential and aimed at encouraging an amicable resolution.
Desired solution*
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Repair
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Replacement of the product/service
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Partial refund
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Full refund
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Sending the missing product / Completion of the incomplete service
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Other
Explain the reason for your complaint.
For a rapid processing of your case, be as clear and precise as possible in the description of your complaint. To assist you in this, answer the following questions: Who, What, Where, When, How, Why, and How Much.
Welcome to your Ombudsman for Retail platform
Please consider the following points before you begin:
- The Ombudsman for Retail is only competent for retailers registered in Belgium.
- Before submitting your complaint, make sure you have read the procedural rules to understand how we handle your case.
- As you fill out the form, we will continuously assess whether your complaint meets our criteria.
- If your complaint is admissible, we will proceed to attempt to resolve the issue by putting you in direct contact with the merchant through a secure communication space on this platform.
- If no solution is found in the first phase of negotiation, a mediator will be appointed.
- You have the right to stop the process at each moment of your claim handeling,
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Please send all relevant documents for the negotiation (proof of purchase, photos, ...).*
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Your proof of purchase is essential for us to be able to process your complaint.
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What kind of payment issue?*
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Refund
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Voucher
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Promotion
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Invoicing
What kind of delivery issue?*
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Not received
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Partially received
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Past the deadline
Summary of the complaint
Validate the informations
Enter your email to continue
We need your e-mail address to create an account to handle your complaint. It is imperative to validate your account through the link sent to your email address; without this validation, the complaint submitted will not be considered. This step ensures the security of your information and the authenticity of your request.
Enter your password
Create your account to continue
Please complete your information so we can create your account.
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Verify your password.
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Thank you for completing the complaint form
Your account has been successfully created. An email has been sent to you with instructions to create your password and complete the complaint registration process.
What is the reason for the complaint ?*
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Select the reason for your complaint from the options below. Only one choice is possible. If multiple reasons can be selected, indicate the main reason. (you will have the opportunity further on in the form to describe your complaint in detail)
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malfunctioning product or service
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Product or service not matching description
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Delivery problems
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Billing or payment problems
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Return problems
Purchase price*
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To be admissible, the disputed minimum amount of the complaint must be 25 euros.
Product type *
Example: Product type: Laundry powder. Brand name: XXYYZZ. Product description: 10 kg box.
Brand Name
Product Description
ALDI Aalst Aalst Kapiteintjesstraat 17 9300 Aalst 
AVA Aalst Kapiteintjesstraat 21 9300 Aalst 
BcDonnald’s LEUVEN II(in-Store) Bondegenotenlaan 86 3000 LEUVEN II 
Brico Nivelles Av. du Centenaire 40 1400 Nivelles 
Brico City Antwerpen Nationalestraat 127 2000 Antwerpen 
Brico Plan-it Anderlecht Chaussée de Mons, 1301 1070 Anderlecht 
Carrefour market 1 rue du test 10 1000 bruxelles 
club 1 rue du test 10 1000 bruxelles 
Cora d’Anderlecht Drève Olympique 15 1070 Anderlecht 
de Bijenkorf.nl 
HANS ANDERS Aalst Kattestraat 73 9300 Aalst 
HOUTHANDEL MODEST DIEPENBEEK GRENDELBAAN 109 3590 DIEPENBEEK 
ICI PARIS XL Aalst Nieuwstraat 51 9300 Aalst 
IKEA Anderlecht, Chaussee De Mons 1432, Anderlecht 
Lidl Aalst Hopmarkt 9 9300 Aalst 
louis delhaize Aalst Jan Bijlstraat 17 9300 Aalst 
LUXUS ANDERLUES Chaussée de Mons 376 6150 ANDERLUES 
MediaMarkt Basilix Avenue Charles-Quint 420,bte 2 1082 Berchem-Sainte-Agathe 
SBH AALST Nieuwstraat 38 9300 AALST 
Vanden Borre 
X²O Badkamers Aarschotsesteenweg 96 3012 Wilsele 
April-Beauty [Planet Parfum] 
bax-shop.be 
Bio Nat 
Bio Planet 
Briko Depot 
Carrefour 
Carrefour Drive 
Carrefour express 
Carrefour Hypermarchés 
Clinique 
Collect&Go 
ColliShop 
colruyt 
CRU 
DATS 24 
de Bijenkorf 
DELHAIZE 
di 
dreambaby 
ESTEE LAUDER 
H20 
Heytens 
Intermarché 
Jo Malone 
Kruidvat 
LA MER 
laredoute.be 
Louis Delhaize 
M.A.C 
MediaMarkt 
NU SKIN 
OKay 
PRODIY 
Q8 
RETAILER-DEMO 
Rob 
shop&go 
SPAR 
trafic 
Tupperware