It depends on the item, the seller and what your complaint concerns. Nævnenes Hus is an important starting point for many consumer purchases, but some sectors have their own complaints boards.
1. Complain to the seller first
Describe the problem and the solution you want. If the seller rejects your claim, ask for a reason. Keep your message, the reply and relevant supporting documents.
A complaints body may require you to have tried to resolve the disagreement directly with the seller first.
2. Tænk is one source of advice
The Danish Consumer Council Tænk is a consumer organisation. Its advice can help you understand your situation. Tænk is not the Consumer Complaints Board (Forbrugerklagenævnet) and does not make a binding decision in your case.
Check the current access to advice and any membership conditions.
Advice from the Danish Consumer Council Tænk.
3. Find the right complaints body
For many purchases, you can check the options at Nævnenes Hus. Eligibility requirements include the type of purchase, the amount and the seller. Other sectors have specialist complaints boards.
Use Forbrug.dk's guide to complaints bodies and Nævnenes Hus: information for buyers.
4. Make the sequence of events clear
Write a short timeline of the purchase, delivery, fault, contact and any repairs. Attach the relevant documents and explain the solution you want.
Stick to what you can describe and document. A short summary makes a long email thread easier to understand.
5. Mediation and a board decision are different stages
Mediation aims to find a solution between the parties. Board proceedings lead to a decision when the case meets the conditions. The two stages have different fees and rules.
Check current fees, financial thresholds and procedures with the complaints body before submitting. A board decision does not automatically guarantee payment; what happens next depends on the case.
Nævnenes Hus: conditions and process.
Start with the free complaint-letter template