Consumer Complaint Process in Iceland
Reviewed by the Commoner Law Editorial Team. 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 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 to Do If a Business Refuses to Resolve Your Complaint in Iceland
- 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.
Common Questions
What is the consumer complaint process in Iceland?
It is a two-step process. Step 1: complain to the seller first in writing and keep copies of all correspondence. Step 2: if unresolved, submit a written complaint to the Consumer Complaints Committee (Kærunefnd vöru- og þjónustukaupa) at Borgartún 21, 105 Reykjavík.
How do I file a complaint with the Icelandic Consumer Complaints Committee?
Submit a written complaint in Icelandic or English. Include the purchase receipt, correspondence with the seller, a description of the defect or issue, and your desired resolution. There is a fixed processing fee, refunded if you win or the parties settle.
Is the Icelandic Consumer Complaints Committee's decision final?
No. Committee decisions are advisory (non-binding). If you are dissatisfied, you can still take the case to court. The Committee expects you to have contacted the seller first before escalating the complaint to it.
When does it apply — consumer complaint process?
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 I do if a business will not fix my problem and I need to escalate my complaint in Iceland?
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 — consumer complaint process?
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.