Consumer Complaints in Iceland (2026 Legal Guide) — Rules & Requirements
About this article
Sourced from Icelandic Acts of the Althingi, statutory instruments, and official guidance. Written in plain language for general understanding — this is educational content, not legal advice. Our editorial standards
What is this right?
Iceland has a structured two-step complaints process for consumer matters:
Step 1 — Complain directly to the seller. You must first try to resolve the matter with the business.
Step 2 — Kærunefnd vöru- og þjónustukaupa:
- Address: Borgartún 21, 105 Reykjavík.
- Phone: +354 510 1125.
- Procedure: Written submissions only.
- Language: Icelandic and English.
- Fee: A fixed filing fee, refunded if the consumer wins or the parties settle.
- Outcome: Rulings are advisory (not binding). If you are dissatisfied, you can take the matter to court.
For general advice, see island.is/en/consumer-advice or contact Neytendastofa directly.
When does it apply?
- You have a dispute with a business over a purchase, service, warranty or refund.
- You have already complained to the seller and the matter is unresolved.
What to do if a business refuses to resolve your complaint in Iceland
- Complain to the seller in writing first — keep copies of all correspondence.
- If unresolved, file a written complaint with Kærunefnd vöru- og þjónustukaupa.
- Include: the purchase receipt, correspondence with the seller, a description of the defect or matter, and the outcome you want.
What should you NOT do?
- Don't skip step 1 — the Board requires that you have first contacted the seller.
- Don't assume the Board's ruling is final — you can still take the matter to court if you are dissatisfied.
About Consumer Rights in Iceland
If a product you buy in Iceland is defective, lög um neytendakaup (the Consumer Sales Act, Lög nr. 48/2003) give you a two-year complaint period (5 years for goods with a longer expected lifespan) — defects appearing in the first 6 months are presumed to have been present at the time of sale. Purchases online, by telephone or at the door carry a 14-day right of withdrawal under lög um neytendasamninga (the Consumer Contracts Act, Lög nr. 16/2016). Misleading advertising and hidden fees are prohibited under Lög nr. 57/2005, enforced by Neytendastofa (the Consumer Agency). Unresolved disputes go to Kærunefnd vöru- og þjónustukaupa (the Complaints Board for Goods and Services Purchases); complaints about banks and finance go to Seðlabanki Íslands (the Central Bank of Iceland).
Common Questions
What is the consumer complaints process in Iceland?
It is a two-step process. Step 1: complain to the seller in writing first and keep copies of all correspondence. Step 2: if unresolved, file a written complaint with Kærunefnd vöru- og þjónustukaupa at Borgartún 21, 105 Reykjavík.
How do I file a complaint with Iceland's Complaints Board for Goods and Services Purchases?
Send a written complaint in Icelandic or English. Include the purchase receipt, correspondence with the seller, a description of the defect or matter, and the outcome you want. There is a fixed filing fee, refunded if you win or the parties settle.
Is a ruling from Iceland's Complaints Board for Goods and Services Purchases final?
No. The Board's rulings are advisory (not binding). If you are dissatisfied, you can still take the matter to court. The Board requires that you have first contacted the seller before a complaint is escalated to it.
What is the the consumer complaints process right in Iceland?
Iceland has a structured two-step complaints process for consumer matters:Step 1 — Complain directly to the seller. You must first try to resolve the matter with the business.Step 2 — Kærunefnd vöru- og þjónustukaupa:Address: Borgartún 21, 105 Reykjavík.Phone: +354 510 1125.Procedure: Written submissions only.Language: Icelandic and English.Fee: A fixed filing fee, refunded if the consumer wins or the parties settle.Outcome: Rulings are advisory (not binding). If you are dissatisfied, you can take the matter to court.For general advice, see island.is/en/consumer-advice or contact...
When does it apply — the consumer complaints process?
You have a dispute with a business over a purchase, service, warranty or refund.You have already complained to the seller and the matter is unresolved.
What should I do if a business won't fix the problem and I need to escalate my complaint in Iceland?
Complain to the seller in writing first — keep copies of all correspondence.If unresolved, file a written complaint with Kærunefnd vöru- og þjónustukaupa.Include: the purchase receipt, correspondence with the seller, a description of the defect or matter, and the outcome you want.
What should you NOT do — the consumer complaints process?
Don't skip step 1 — the Board requires that you have first contacted the seller.Don't assume the Board's ruling is final — you can still take the matter to court if you are dissatisfied.