Consumer Advisory Services
Follow these steps to get your question dealt with by the Consumer Advisory Services without unnecessary delays.
Your first step should always be contacting the company that sold you the goods or services.
File a complaint with the company as soon as possible after you discover the defect or other problem and try to negotiate on suitable compensation.
It is a good idea to file your complaint in writing. It can be used as proof of your claims if there is a dispute.
If your complaint to the company does not lead to the result you hoped for, contact the Consumer Advisory Services. They will provide you with free expert guidance and help with mediation in a dispute.
Consumer advice gives guidance in Finnish and Swedish. Therefore persons wishing to consult an advisor in some other language must get an interpreter at their own expense. Read more about the duties of consumer advice.
If your problem is already being handled by the Consumer Advisory Services and you have received the direct contact details of an expert, contact the person handling the case directly.
The Consumer Advisory Services do not handle
- disputes related to deals between private individuals
- cases where a household as an employer hires someone in an employment relationship, for example takes on a handyman in an employment relationship to renovate a building
- disputes between businesses. The consumer protection authorities do not resolve disputes between companies. In such cases, contact your industry association for more information.
- disputes between a housing company and a resident
- trade in securities and shares
- matters related to state and municipal services
- cases where the vendor is a private individual and the buyer is a company.
If the telephone service is engaged, you can request a call back. This way you do not need stay on the line as the expert will call you when they are free. Calls are answered in the order in which they were made. If your number is unlisted, you cannot leave a request for a call back.
Please make sure you have the relevant documents at hand when calling the Consumer Advisory Services.
Calls (including waiting time) to telephone numbers beginning 0295 at the Finnish Competition and Consumer Authority are charged at the local network rate (lnr) if they are made from landlines, and at the mobile network rate (mnr) if made from mobile telephones.
The rate depends on the caller’s agreement with the telephone operator. In addition to a time-based charge, the operator may charge a starting fee per phone call. Calls to these numbers are not included in most free call packages.
As a rule, they will contact you by telephone. The call will come from a number with the initial digits 029, or it may come up as a call from an “unknown number”.