Consumer Complaints Board (Forbrugerklagenævnet)
Written in plain language for general understanding. This is educational content, not legal advice. Based on Danish Acts of Parliament (love), executive orders (bekendtgørelser), and official government guidance.
Danish National Law
What is this right?
The Forbrugerklagenævnet is an independent, government-backed body that resolves consumer disputes:
- Jurisdiction: Disputes between consumers and businesses over goods or services worth between approximately DKK 1,220 and DKK 100,000 (thresholds adjusted annually).
- Two-step process: First, a mandatory mediation attempt through the Center for Klageløsning (filing fee approximately DKK 100). If mediation fails, the case proceeds to the Forbrugerklagenævnet board (additional fee approximately DKK 400). Fees are refunded if you win.
- Written process: The complaint is reviewed on paper — no oral hearing. Both parties submit written arguments and evidence.
- Binding: Decisions are not formally legally binding, but businesses that do not comply are published on a public non-compliance list — most businesses comply.
- Trade-specific boards: Some industries have their own complaint boards (e.g., car repairs, travel, electronics) — check whether your complaint belongs to a specialised board.
When does it apply?
- You have a dispute with a business over goods or services and the business has refused to resolve it.
- The value of the dispute is between approximately DKK 1,220 and DKK 100,000.
What should you do?
- Complain to the business first in writing — the board requires that you tried to resolve it directly.
- File a complaint at naevneneshus.dk — the portal for consumer complaint boards.
- Include your purchase receipt, correspondence, photos of defects, and a clear statement of what you want.
- Wait for the decision — processing typically takes 3–5 months.
What should you NOT do?
- Don't file before contacting the business — the complaint will be rejected if you haven't tried to resolve it first.
- Don't go to court first for small claims — the complaint board is faster and cheaper.
- Don't ignore the value thresholds — claims under approximately DKK 1,220 or over DKK 100,000 do not qualify.
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