It has been mandatory since 2016 to mention that consumers can report a complaint to the European ODR platform. You must share this complaint information in your terms and conditions but also on your own and separate page on your website! You can use the following text for this:

“We recommend that you first make your complaints known to us by sending an email to If this does not lead to a solution, it is possible to submit your dispute for mediation via Stichting WebwinkelKeur. From 15 February 2016 it is also possible for EU consumers to report complaints via the European Commission’s ODR platform, which can be found at is then you are free to file your complaint via the platform of the European Union. “