The ADR Directive (Directive 2013\/11\/EU<\/a>)\u00a0ensures that consumers can turn to quality alternative dispute resolution bodies for all types of contractual disputes they have with professionals, regardless of what they have purchased (with the exception of health and higher education disputes) or whether they have purchased it online or offline, in their country or abroad.<\/p>\n An ADR is a third party (conciliator, mediator, complaints office, ombudsman, etc.) that offers a solution to the dispute or brings the parties together to help them find an amicable solution, without going to court. This is why it is called alternative dispute resolution. This allows disputes to be resolved quickly and inexpensively.<\/p>\n Alternative dispute resolution schemes must comply with a number of principles:<\/p>\n Before being able to refer to an alternative dispute resolution system, a complaint must first be sent in writing to the professional concerned, without having been able to obtain a satisfactory response.<\/p>\n In Luxembourg, there are seven out-of-court dispute settlement schemes in the field of consumer law, each one being competent for a specific sector of activity:<\/p>\n\t\t\t\t\tService national du M\u00e9diateur de la consommation (Mediator of Consumption)<\/a>\n\t\t\t\t\t\t\t\t\t\t\tD\u00e9plier<\/i><\/a>\n\t\t\t\t\tIn what area?<\/strong> ECC served as contact point for Luxembourg regarding the European Online Dispute Resolution platform (ODR platform – Regulation (EU) N\u00b0524\/2013 (repealed))<\/a>, until its closure on 20 July 2025 (Regulation (EU) 2024\/3228<\/a>).<\/p>\n\n","protected":false},"excerpt":{"rendered":" The Alternative Dispute Resolution of cross-border consumer disputes (ADR) The ADR Directive (Directive 2013\/11\/EU)\u00a0ensures that consumers can turn to quality alternative dispute resolution bodies for all types of contractual disputes they have with professionals, regardless of what they have purchased (with the exception of health and higher education disputes) or whether they have purchased it…<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":5647,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-5794","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"\nWhat is an ADR scheme?<\/h3>\n
What rules apply to these alternative dispute resolution schemes?<\/h3>\n
\n
\nAny consumer, living in Luxembourg or in another country of the European Union, who has a dispute with a professional established in Luxembourg, can turn to the Mediator of Consumption if the dispute concerns a contract with the professional. The professional established in Luxembourg can also turn to the Mediator in case of a dispute with a consumer residing in Luxembourg. The dispute must result from a sales or service contract.\nCost ?<\/strong>
\nFree of charge\nOutcome?<\/strong>
\nAmicable agreement or proposal for a solution that is not binding for the parties.\nContact:<\/strong>
\nService national du M\u00e9diateur de la consommation
\nAncien H\u00f4tel de la Monnaie
\n6, rue du Palais de Justice
\nL-1841 Luxembourg
\nPhone : +352 46 13 11
\nFax : +352 46 36 03\ninfo@mediateurconsommation.lu<\/a>
\nhttps:\/\/www.mediateurconsommation.lu\/<\/a>\n\t\t\t\t\t Commissariat aux Assurances<\/a>\n\t\t\t\t\t\t\t\t\t\t\tD\u00e9plier<\/i><\/a>\n\t\t\t\t\tIn what area?<\/strong>
\nClaims concerning insurance companies subject to the supervision of the Insurance Commission.\nCost?<\/strong>
\nFree of charge\nOutcome?<\/strong>
\nNon-binding decision for the parties.\nCommissariat aux Assurances
\n7, boulevard Joseph II
\nL-1840 Luxembourg
\nPhone : +352 22 69 11 1
\nFax : +352 22 69 10 \/ +352 22 69 11 444
\ncaa@caa.lu<\/a>
\nwww.caa.lu<\/a>\n\t\t\t\t\tM\u00e9diateur en Assurances (Insurance Mediator)<\/a>\n\t\t\t\t\t\t\t\t\t\t\tD\u00e9plier<\/i><\/a>\n\t\t\t\t\tIn what area?<\/strong>
\nThe mediator’s main mission is to deal with insurance disputes between insurance companies established in Luxembourg and consumers or other natural persons, whether or not they are Luxembourg residents.\nCost?<\/strong>
\nFree of charge.\nOutcome?<\/strong>
\nProposal of a non-binding solution on the parties.\nContact:<\/strong>
\nUnion Luxembourgeoise des Consommateurs (ULC)
\n55, rue des Bruy\u00e8res
\nL-1274 Howald
\nPhone: +352 49 60 22-1
\nFax: +352 49 49 57\ninfo@ulc.lu<\/a>
\nwww.ulc.lu<\/a>\nAssociation of Insurance Companies (ACA)
\n12, rue Erasme
\nL-2014 Luxembourg
\nPhone: +352 44 21 44-1
\nFax: +352 44 02 89\nmediateur@aca.lu<\/a>
\nwww.aca.lu<\/a>\n\t\t\t\t\tCentre de M\u00e9diation Civile et Commerciale (Civil and Commercial M\u00e9diation Center(CMCC))<\/a>\n\t\t\t\t\t\t\t\t\t\t\tD\u00e9plier<\/i><\/a>\n\t\t\t\t\tIn which field?<\/strong>
\nAny type of dispute.\nCost ?<\/strong>
\nThe average hourly rate charged by mediators is 300 euros per hour.\nOutcome?<\/strong>
\nAgreement between the parties following the mediator’s intervention.\nContact :<\/strong>
\nCentre de M\u00e9diation Civile et Commerciale
\nCit\u00e9 Judiciaire – TL building
\nL-2080 Luxembourg
\nTel: +352 27 85 42 1\ninfo@cmcc.lu<\/a>
\nwww.cmcc.lu<\/a>\n\t\t\t\t\tCommission de Surveillance du Secteur Financier (CSSF)<\/a>\n\t\t\t\t\t\t\t\t\t\t\tD\u00e9plier<\/i><\/a>\n\t\t\t\t\tIn which field?<\/strong>
\nClaim concerning an establishment subject to the supervision of the CSSF (e.g. bank).\nCost?<\/strong>
\nFree of charge.\nOutcome ?<\/strong>
\nReasoned conclusions of the CSSF not binding on the parties.\nContact :<\/strong>
\nCommission de Surveillance du Secteur Financier (CSSF)
\n110, route d’Arlon
\nL-2991 Luxembourg
\nTel: +352 26 25 1-1
\nFax: +352 26 25 1 601\nreclamation@cssf.lu<\/a>
\nhttps:\/\/www.cssf.lu\/fr\/<\/a>\n\t\t\t\t\tCommission Luxembourgeoise des Litiges de Voyage (CLLV)<\/a>\n\t\t\t\t\t\t\t\t\t\t\tD\u00e9plier<\/i><\/a>\n\t\t\t\t\tIn which field?<\/strong>
\nThe CLLV’s mission is to find an out-of-court settlement to consumer complaints relating to national and cross-border disputes concerning package travel contracts governed by articles L.225-1 et seq. of the Consumer Code, concluded by a consumer residing or not in Luxembourg and a professional established in Luxembourg, as well as to any other travel service contract concluded by a consumer residing or not in Luxembourg through a travel agency established in Luxembourg\nCost ? <\/strong>
\nFree procedure\nOutcome?<\/strong>
\nAmicable agreement or proposal for a legally non-binding solution.\nContact:<\/strong>
\nUnion Luxembourgeoise des Consommateurs (ULC)
\n55, rue des Bruy\u00e8res
\nL-1274 Howald
\nPhone: +352 49 60 22-1
\nFax: +352 49 49 57
\ncllv@pt.lu<\/a>
\nwww.ulc.lu<\/a>\n\t\t\t\t\tInstitut Luxembourgeois de R\u00e9gulation (ILR)<\/a>\n\t\t\t\t\t\t\t\t\t\t\tD\u00e9plier<\/i><\/a>\n\t\t\t\t\tIn which field?<\/strong>
\nA consumer residing in Luxembourg or in the European Union can file a request for mediation against a professional (electronic communications operator, electricity\/natural gas supplier\/network operator or postal service provider) established in Luxembourg, just as a professional established in Luxembourg can file a request for mediation against a consumer residing in Luxembourg.\nCost ?<\/strong>
\nFree of charge.\nOutcome?<\/strong>
\nProposal for a solution that is not binding on the parties\nContact:<\/strong>
\nInstitut Luxembourgeois de R\u00e9gulation
\n17, rue du Foss\u00e9
\nL-1536 Luxembourg
\nTel: +352 28 228 444
\nmediation@ilr.lu<\/a>
\nwww.ilr.lu<\/a>\n\t