With cross-border purchases, the legislation of the country of purchase generally applies. Consumer rights are largely the same in all EU countries as the EU has drafted supranational legislation to ensure a minimum level of consumer protection across all member states. However, there is no comprehensive pan-European consumer protection legislation.
Consumer authorities provide assistance with problems related to marketing and purchases within the EU. Finding effective legal redress may pose problems in cross-border trade as the settlement of disputes is made more difficult by distance, language issues as well as differences in culture and legislation and different structures of authority.
A unionwide network of European Consumer Centres has been created to provide information on and assistance with cross-border trade to consumers.
In Finland, the European Consumer Centre works within the Consumer Agency. The Centre provides assistance with consumer questions in cross-border trade. If you want to file a complaint, the Centre will assist you in resolving disputes with companies in other EU member states. The centre will coordinate dispute resolution with its sister offices in other European countries.
European Consumer Centre Finland Complaint regarding cross-border trade
There is no general international framework for handling consumer problems. Generally consumers are instructed to file a complaint with the seller of a defective good and request compensation, regardless of where in the world the purchase is made. At least all western countries have some legislation and established practices on consumer protection.
If a particular matter in cross-border trade gives rise to a large number of complaints, the Consumer Agency may try to cooperate with consumer authorities in the country in question. Authorities charged with monitoring consumer matters cooperate extensively, exchange information and notify consumers at the national level of issues such as fraudulent businesses. These monitoring networks are not, however, able to process isolated cases.