Consumer complaints

The Hamburg Chamber of Commerce can deal with consumer complaints by private consumers against tradesmen who are members of the Chamber where this involves a claim in relation to the purchase of goods or commercial services, for instance where a service is not performed to the appropriate standard or where warranty claims under the German Civil Code (Bürgerliches Gesetzbuch, or BGB) are being asserted.
The aim is to achieve an amicable agreement between the parties, where possible.In this way, we seek to spare the Chamber member the unnecessary vexation, costs and loss of time which court proceedings would bring with it.

Submitting a consumer complaint

Consumer complaints are to be submitted in writing, containing the following:
- A brief description of the facts of the matter and an indication as to whom the complaint is directed against;
- Copies of all documentation concerning the matter (orders, till receipts, agreements, invoices);
- The complainant's idea of what the solution would be.

Processing of a consumer complaint

Following receipt and review by the Chamber of Commerce, the complaint is forwarded to the company with a request for it to offer an opinion.Frequently, at this stage points will already emerge which allow for an amicable agreement – including by way of goodwill.Should the company not be prepared to accept conciliation, e.g. in refusing to offer an opinion, in not attending a discussion meeting or putting forward a different interpretation, the attempt at conciliation must be considered to have failed.In that case, the only further recourse is to clarification by the court.
Under certain preconditions, however, the Chamber does not become involved, for example if:

- It concerns petty matters;
- The complaint is evidently unjustified;
- Its object is the respondent's pricing; or
- Its object is a craft or craft-like service by a company.

The private consumer, in submitting his complaint, often indicates a desire for legal advice by the Chamber of Commerce.However, in general this will be refused out of legal consideration and considerations of principle.Nor can an expert witness be called on.
In cases where a member company seeking advice wishes to obtain legal advice, that company is of course given the necessary advice.

No charges are levied for the handling of consumer complaints.