Consumer Complaint Process
Written in plain language for general understanding. This is educational content, not legal advice. Based on Icelandic Acts of the Althingi, statutory instruments, and official guidance.
Icelandic National Law
What is this right?
Iceland has a structured two-step complaint process for consumer disputes:
Step 1 — Complain to the seller directly. You must first attempt resolution with the business.
Step 2 — Consumer Complaints Committee (Kærunefnd vöru- og þjónustukaupa):
- Address: Borgartún 21, 105 Reykjavík.
- Phone: +354 510 1125.
- Procedure: Written submissions only.
- Languages: Icelandic and English.
- Fee: Fixed processing fee, refunded if the consumer wins or parties settle.
- Outcome: Decisions are advisory (non-binding). If dissatisfied, you may continue the case in court.
For general advice, visit island.is/en/consumer-advice or contact Neytendastofa directly.
When does it apply?
- You have a dispute with a business about a purchase, service, warranty, or refund.
- You have already complained to the seller and the issue is unresolved.
What should you do?
- Complain to the seller first in writing — keep copies of all correspondence.
- If unresolved, submit a written complaint to the Consumer Complaints Committee.
- Include: purchase receipt, correspondence with the seller, description of the defect or issue, and your desired resolution.
What should you NOT do?
- Don't skip step 1 — the Committee expects you to have contacted the seller first.
- Don't assume the Committee's decision is final — you can still go to court if unsatisfied.
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