How does the consumer dispute committee work?

The dispute committee is an independent body that resolves disputes between consumers and companies quickly and cheaply. You don't have to go to court. The committee makes a binding decision that both parties must adhere to.

Last checked: March 2026. Legal information may change — always check the current legislation onwetten.nl.

What does the law say?

In the Netherlands, as a consumer you have the right to a fair and accessible way to resolve complaints. The disputes committee is an important part of this. But how does that work legally?

The dispute committee falls under the Stichting Dispute Committees for Consumer Affairs, abbreviated as SGC. This is an umbrella organization with dozens of separate committees for different sectors. Think of committees for travel, construction, healthcare, electricity and much more.

The legal basis for alternative dispute resolution lies in the Consumer Extrajudicial Dispute Resolution Act. This law stipulates that recognized dispute resolution bodies must meet certain quality requirements. The law is based on a European directive. This means that similar rules apply in all EU countries. Check the current text of this law onwetten.nl for the most recent provisions.

Companies that are members of a trade association are often also obliged to cooperate with a dispute committee. This is stated in the general terms and conditions of that trade association. If you, as a consumer, have a dispute with such a company, you can go directly to the committee.

The decision of the dispute committee is called a binding advice. This means that both parties — you and the company — must abide by the ruling. The company can only challenge the ruling in court if the committee has made clear mistakes. In practice this rarely happens.

The government actively encourages the use of the dispute committee. It's faster than a lawsuit and cheaper for everyone. More information about the official recognition of dispute bodies can be found at Rijksoverheid.nl.

When does this apply to you?

The dispute committee is specifically for consumers. This means: people who buy something or use a service for private use. Are you self-employed and do you have a conflict about a business purchase? Then in most cases you cannot use the dispute committee.

There are a few conditions you must meet to file a complaint:

• The company with which you have a conflict must be affiliated with the relevant dispute committee.
• You must first have tried to solve the problem with the company yourself.
• Your complaint must concern an amount between €50 and €25,000 (this may differ per committee).
• Your complaint may not already be before a judge.

An example: you buy a new washing machine at a white goods store. The machine turns out to be broken. You contact the store, but they refuse to help. Then you can go to the Electrical Disputes Committee. You pay a small contribution to the complaint fee — often between €25 and €150. If you are proven right, the company will pay it back.

Another example: you have had an extension installed by a contractor. The contractor is affiliated with a construction industry association. The extension is leaking. After unsuccessful attempts to resolve this, you file a complaint with the Construction & Renovation Disputes Committee.

Not all companies are affiliated. That's an important point. If a company is not affiliated with a recognized dispute committee, you will still have to go to court. Check in advance whether the company is affiliated via degeschilcommissie.nl.

The procedure is accessible. You don't have to hire a lawyer. Many people arrange it all themselves. However, it can sometimes be wise to ask for advice, especially with large amounts or complicated situations.

Step-by-step plan — what can you do now?

1. Submit a complaint to the company. Write a clear letter or email. Describe the problem and what you want to happen. Save all communications.
2. Wait for a response. Give the company a reasonable time to respond — usually two to four weeks. Is there no answer or an unsatisfactory answer? Then go to step three.
3. Check whether the company is affiliated. Go to degeschilcommissie.nl and search for the name or sector of the company.
4. Create an account and submit your complaint. You can complete a complaint form online via the dispute committee's website. Attach supporting documents: receipts, photos, emails.