ADR bodies in Germany
Do you have a dispute with a trader from Germany? Alternative dispute resolution bodies support you in solving the problem: competent, quick and free of charge.
There are many specialised alternative dispute resolution bodies (ADR bodies) for example for disputes with airlines, insurances and financial institutions. All other disputes fall under the jurisdiction of a General Consumer Conciliation Body.
In Germany, alternative dispute resolution bodies are called ‘Verbraucherschlichtungsstellen’. They need to comply with quality standards applicable all over Europe. Verbraucherschlichtungsstellen are marked with an * on our website. There are also other out-of-court dispute resolution bodies. For example, for disputes with car traders.
The Federal Office of Justice also provides a list of all alternative dispute resolution bodies recognised in Germany. Consumers can find a list of all dispute resolution bodies in Germany below, categorized by sector.
Useful informaion:
- Try to solve the problem with the trader first, before you contact an ADR body
- Check whether the trader informs of ADR procedures on his website/ general terms of contract
- Use the online form, if available, to file a complain
Procedures undertaken with alternative dispute resolution bodies are always free of charge for consumers in Germany. Dispute resolution bodies are mostly called “Schlichtungsstelle”, sometimes also “Ombudsmann” (ombudsman) or “Vermittlungsstelle” (conciliation committee).
ADR bodies in Germany
The General Consumer Conciliation Body provides assistance if there is no specialised Consumer Conciliation Body in Germany. This is the case, for example, for disputes with retailers, car rental companies and water suppliers.
Excluded are
- non-economic services of general interest
- health services
- public university education and trainings
- disputes concerning labor law
The Universalschlichtungsstelle des Bundes* – Zentrum für Schlichtung e.V.
(Universal conciliation body)
Practical tip: Contact the General Consumer Conciliation Body in case you are unsure whether it can handle your dispute. If it cannot handle your complaint, it will refer you to the right ADR body.
Straßburger Straße 8
77694 Kehl am Rhein
Phone: +49 7851/7957940
Email: mail@universalschlichtungsstelle.de
* Alternative Dispute Resolution body
The ADR body for energy handles disputes between consumers and energy providers (electricity and gas) that concern, for example, the payment of an invoice or the switch to a new energy supplier.
Useful information:
- Energy suppliers are obligated to take part in ADR procedures, if the dispute covers the energy or gas supply.
- Some energy suppliers also offer additional services like water supply. Related disputes are covered by a General Consumer Conciliation Body.
Schlichtungsstelle Energie e.V. *
(Energy Conciliation Board)
Friedrichstraße 133
10117 Berlin
Phone: +49 30/27572400
E-Mail: info@schlichtungsstelle-energie.de
* Alternative Dispute Resolution body
Do you have a dispute about phone bills or problems changing your phone provider? Has your package been damaged in shipping? In this and many other cases, the Federal Network Agency can help you.
The Bundesnetzagentur: Verbraucherschlichtungsstelle Telekommunikation*
(Telecommunications Consumer Conciliation Board of the Federal Network Agency)
is competent for disputes concerning mobile phones, landline phones and the Internet.
Useful information: The Federal Network Agency does not handle all disputes between consumers and telecommunication companies. The problem must fall under the scope of the Federal Telecommunication Act. This, for example, concerns the right of consumers living in Germany to cancel their Internet contract when they move to another European country.
Practical tip: If this ADR body is not competent for your complaint, the dispute falls under the jurisdiction of a General Consumer Conciliation Body.
Despite the list, it is not always easy for consumers to find out whether the ADR body can handle their case. If you have doubts, you can ask the Federal Network Agency or the General Consumer Conciliation Body.
Schlichtungsstelle Telekommunikation
Bundesnetzagentur
Postfach 80 01
53105 Bonn
Phone: +49 30/22480590
E-Mail: schlichtungsstelle-tk@bnetza.de
The Bundesnetzagentur: Schlichtungsstelle Post*
(Post Conciliation Board of the Federal Network Agency)
is competent for disputes concerning Mail and Parcels (Postal Services).
Since March 2021, postal operators are obliged to participate in a conciliation procedure. The prerequisites for the obligation to participate are that a consumer contacts the conciliation body and that there is a connection to Germany, i.e. either the recipient or sender is in Germany or at least part of the transport takes place in Germany.
Please note that the conciliation body is only responsible if no special conditions have been agreed upon with the postal service provider. Further requirements for the procedure can be found on their homepage.
You can submit the application online.
Schlichtungsstelle Post
Bundesnetzagentur
Tulpenfeld 4
53113 Bonn
Phone: +49 228/142222
E-Mail: schlichtungsstelle-post@bnetza.de
* Alternative Dispute Resolution body
Frequent points of dispute when buying a used car are technical vehicle defects, accident damage or problems with the sales contract. Consumers can also file complaints resulting from disputes for repairs.
The Schiedsstellen des Zentralverbands Deutsches Kraftfahrzeuggewerbe e.V.
(Arbitration boards of Central Association of the German Automotive Industry)
Approximately 130 arbitration boards handle disputes between consumers and car dealers, which are members of the association. There is one condition: the dispute must concern a repair or a second-hand car purchase.
Practical tips:
- The right arbitration board is based in the region of the car dealer.
- Complaints must be filed in written form within fixed time limits.
Binding decisions: Decisions are binding for car dealers while they are voluntary for consumers.
Franz-Lohe-Str. 21
53129 Bonn
Phone: +49228/91270
E-Mail: zdk@kfzgewerbe.de
The Schiedsstelle des Bundesverbands freier KFZ-Händler e.V. (BvfK-Schiedsstelle)
(Arbitration board of the Federal Association of Independent Car Retailers)
The arbitration board handles disputes concerning car purchases as well as car repairs between a consumer and a trader if the latter is a member of the association.
If no amicable solution is found, consumers and traders can transfer the case to an arbitration court that will issue a binding decision.
Practical tip: Do not hesitate to ask the arbitration board if your car dealer is associated to it.
Bundeskanzlerplatz / Reuterstrasse 241
53113 Bonn
Phone.: +49 228 / 85 40 90
E-Mail: info@bvfk.de
ADR bodies and conciliation boards can help solve disputes between lawyers and clients. These include disputes about fee invoices and/or claims for damages.
The Schlichtungsstellen der regionalen Rechtsanwaltskammern
(Out-of-court dispute resolution bodies of the regional bar associations)
These bodies handle different types of disputes between lawyers and its clients. Disputes fall under the scope of that association where the lawyer is a member.
The Schlichtungsstelle der Rechtsanwaltschaft*
(Conciliation Board of the Legal Profession)
covers all other disputes. Particularly those, where the client seeks financial compensation.
Neue Grünstraße 17
10179 Berlin
Phone: +49 30/28444170
E-Mail: schlichtungsstelle@s-d-r.org
Beschwerdestellen bei den regionalen Steuerberaterkammern
(Complaint bodies at the regional chambers of tax advisers)
Some regional chambers of tax advisers have established complaint bodies. Please note that they will only consider breaches of professional regulations, like the obligation to secrecy or independence.
Practical tip: Contact the regional chamber of tax advisers where yours is a member to file a complaint.
* Alternative Dispute Resolution body
In cases of differences with the SCHUFA, consumers can turn to the its ombudsman. The ombudsman clarifies the matter of dispute neutrally and free of charge.
The SCHUFA Ombudsmann
(Ombudsman for confidential credit reports)
is competent to handle disputes between consumers and the SCHUFA (General Credit Protection Agency).
Binding decisions: The decision of the ombudsman is legally binding for the SCHUFA (provided that the claim’s value does not exceed 2,500 EUR) while it is voluntary for consumers.
Postfach 5280
65042 Wiesbaden
E-Mail: info@schufa-ombudsmann.de
Do you have a dispute with a real estate agent, a technical expert or a private builder? Do you want to complain about the remuneration of engineering or architectural services?
The Ombudsmann Immobilien*
Real Estate Ombudsman
The German Real Estate Association in cooperation with the Association of Private Builders run an out-of-court dispute resolution body.
Members of the German Real Estate Association: real estate agents, administrators and technical experts.
The body covers
- disputes between consumers and members of the German Real Estate Association
- disputes between consumers and companies stemming from:
- real estate development agreements
- building contracts
- real estate purchase agreements (for residential purposes)
- residential property purchase agreements
Useful information: Member companies are obligated to take part in the ADR procedure. However,the decision is non-binding for both consumers and for companies.
Contact
Littenstr. 10
10179 Berlin
Phone: +49 (0) 30 / 27 57 26 11
E-Mail: info@ombudsmann-immobilien.de
Verbraucherschlichtungsstelle für Architekten- und Ingenieurleistungen*
The Consumer Conciliation Body for Architects and Engineers is competent to handle disputes between consumers and traders concerning the remuneration of engineering and architectural services.
Contact
Friedrichsplatz 6
68165 Mannheim
Tel.: +49 (0) 621 / 860 861-0
E-Mail: kontakt@ghv-guetestelle.de
Verbraucherschlichtungsstelle der Architektenkammer Niedersachsen*
Consumer Conciliation Body of the Chamber of Architects in Lower Saxony mediates disputes between consumers and members of the Chamber of Architects of Lower Saxony.
- Services related to real estates
- Construction of new buildings or flats
- Services related to maintenance and renovation works
Service fees: €30 for consumers and companies each
Contact
Friedrichswall 5
30159 Hannover
Tel.: +49 (0) 511 / 28 096-51
E-Mail: verbraucherschlichtung@aknds.de
* Alternative Dispute Resolution body
Consumers can turn to the ADR body of the AMÖ e. V. for disputes with a moving company.
The ADR body for moving companies*
To settle disputes with a moving company of the Bundesverband Möbelspedition und Logistik (AMÖ) e. V., consumers can contact the Schlichtungsstelle Umzug.
Conciliation is possible in the following areas: removal, new furniture transport, general transport, storage, self-storage and other services related to removals.
ADR body move at the
Bundesverband Möbelspedition und Logistik (AMÖ) e.V.
Schulstr. 53
65795 Hattersheim am Main
E-Mail: schlichtung@amoe.de
Tel.: 06190 / 98 98 13
* Alternative Dispute Resolution body
You were violated by a public body in your right to accessibility because of your impairment, or you could not participate in life in society?
For this purpose, there is a conciliation board at the Federal Government Commissioner for Matters relating to Persons with Disabilities.
Die Schlichtungsstelle BGG
The ADR body BGG
The Schlichtungsstelle BGG at the Federal Government Commissioner for Matters relating to Persons with Disabilities is responsible if your right to accessibility has been violated by a federal public body due to your disability or if you have been prevented from participating in life in society.
Schlichtungsstelle nach dem Behindertengleichstellungsgesetz bei dem Beauftragten der Bundesregierung für die Belange von Menschen mit Behinderungen
Mauerstraße 53
10117 Berlin
Telefon: +49 (0) 30 / 18 527-2805
Fax: +49 (0) 30 / 18 527-2901
E-Mail: info@schlichtungsstelle-bgg.de
Was your account cancelled? Has the post you worked so hard on disappeared? An inappropriate post was not deleted? These dispute resolution centres can help if you have problems on social media channels.
User Rights*
The dispute settlement body User Rights helps to resolve disputes with social media platforms. They check impartially whether, for example, the deletion of a post or the deactivation of an account is justified. The applicant must either be affected by the measure themselves or content they have reported has not been deleted. The arbitration board can be contacted by all users residing in the EU who have a problem with one of the following platforms: Instagram, TikTok, LinkedIn, Facebook and Pinterest. (as of 16 October 2025).
You can submit the request online.
User Rights GmbH
Friedrichstraße 123
10117 Berlin
Email: info@user-rights.org
Platform Control*
The ADR body Platform Control helps to resolve complaints against decisions made by online platforms, such as suspensions, deletions or inaction after notification on the following sites: Google Maps, YouTube, Reddit, OkCupid, Hinge and Tinder (as of November 2025).
You can submit your application online. The language of the proceedings is German or English.
KLN information services UG (haftungsbeschränkt)
Lochhamer Straße 18
82166 Gräfelfing
E-Mail: info@platform-control.com
Appeals Centre Europe
The Appeals Centre Europe, based in Ireland, assists users in resolving disputes related to the removal or blocking of content on Facebook, TikTok and YouTube.
Requests can only be submitted online. The following languages are available: English, French, German, Italian, Dutch or Spanish.
*Certified according to DSA (Digital Services Act) by the Bundesnetzagentur, the German Digital Services Coordinator
Some regional chambers of skilled crafts offer complaint bodies for disputes between consumers and craftsmen.
Practical tips:
Contact the regional chamber of skilled crafts in the region, where the craftsman comes from, to find out whether there is a complaint body.
Train delay, flight cancellation or baggage loss: If consumers have problems with airlines or other transport companies, they can turn to a dispute resolution body.
Do you encounter problems with an insurance? You will find some useful information on ADR bodies dealing with complaints against insurances, intermediaries, brokers and sales representatives.
Do you have a dispute with a financial institution? Then you can turn to a specialised ADR body, e.g. if the dispute concerns consumer credits, money transfers or investments.
Practical tip:
You can check if your bank is member of an ADR body on the website of the Federal Financial Supervisory Authority. Otherwise, the dispute falls under the jurisdiction of either the Federal Bank or the Federal Financial Supervisory Authority.
