Alternative dispute resolution (ADR) for EU residents

What is ADR? 

ADR is a dispute resolution procedure for the out-of- court resolution of domestic and cross-border disputes concerning contractual obligations stemming from sales contracts or service contracts between a trader established in the Union and a consumer resident in the Union through the intervention of an ADR entity which proposes or imposes a solution or brings the parties together with the aim of facilitating an amicable solution. 

ADR entities are out-of-court (non-judicial) entities. An ADR entity is a neutral party (e.g. a conciliator, mediator, arbitrator, ombudsman or a complaints board) which H&M will make use of to settle disputes, if the consumer decides for an ADR settlement. The ADR process is a low-cost, simple and fast procedure and is therefore beneficial to both consumers and traders, who are able to avoid court costs and lengthy procedures.  

How do I submit a complaint using the ADR process? 

If you want to submit a complaint, please contact your national ADR entity below. This ADR entity will also be able to provide answers to any questions you may have about its process.   

Stichting Geschillencommissies voor Consumentenzaken* 

Bordewijklaan 46 

Den Haag, 2591RX 

Netherlands 

https://degeschillencommissie.nl   

* These ADR entities are included in the national lists of ADR entities which comply with the binding quality requirements established by the ADR Directive (Directive 2013/11/EU on Alternative Dispute Resolution for consumer disputes) https://ec.europa.eu/consumers/odr   

COS  is part of the H & M Group and has its registered office in Stockholm   

H&M Hennes & Mauritz GBC AB 

Mäster Samuelsgatan 46 A 

106 38 Stockholm 

SWEDEN