Quick answer
To make a consumer complaint in Cyprus, first complain to the trader in writing and keep proof. If that fails, you can report breaches of consumer law to the Consumer Protection Service, which can fine businesses but does not settle individual disputes, or take your case to an alternative dispute resolution body such as the Cyprus Consumer Center for ADR or, for banks and insurers, the Financial Ombudsman. Problems with traders in other EU countries go to the European Consumer Centre Cyprus.
- Always complain to the trader in writing first and keep copies.
- The Consumer Protection Service investigates breaches but does not award compensation.
- ADR bodies can help you reach a settlement for a small fee.
- Bank and insurance disputes go to the Financial Ombudsman.
- Cross-border EU disputes go to the European Consumer Centre Cyprus.
If something you bought in Cyprus is faulty, not as described or never arrived, you have rights under EU and Cypriot consumer law. Here is how to complain, and who to turn to if the trader will not help.
What are your rights as a consumer?
As Cyprus is in the EU, its consumer law follows EU rules. The main rights are:
- Legal guarantee. Goods must match the description and work as they should. If they are faulty, you can ask for a repair or replacement, and in some cases a price reduction or refund. The legal guarantee lasts at least two years from delivery.
- 14-day right of withdrawal. For most purchases made online, by phone or off-premises, you can cancel within 14 days without giving a reason.
- Clear prices. Prices must be displayed clearly and include VAT.
- Fair terms. Unfair contract terms are not binding on consumers.
Shops do not have to accept returns of goods bought in person that are not faulty, unless they offer that as their own policy.
Who handles consumer complaints in Cyprus?
| Problem | Where to go |
|---|---|
| Any problem with a purchase | The trader, in writing |
| Breach of consumer law (misleading prices, unfair practices) | Consumer Protection Service |
| Getting a refund or compensation from a Cyprus trader | Cyprus Consumer Center for ADR, or the courts |
| Bank, payment, investment or insurance dispute | Financial Ombudsman |
| Phone, internet or postal services | Office of the Commissioner of Electronic Communications and Postal Regulation |
| Trader in another EU country, Iceland or Norway | European Consumer Centre Cyprus |
| Unfair treatment by a public authority | The Ombudsman (Commissioner for Administration) |
How do you make a consumer complaint?
Step 1: Complain to the trader in writing
Most disputes are settled at this stage, and every other body will expect you to have tried. Email or write to the trader, explain what went wrong, say what you want (repair, replacement or refund) and set a reasonable deadline. Attach copies of your receipt, photos and any correspondence. Keep everything.
Step 2: Report breaches to the Consumer Protection Service
If the trader is breaking consumer law, for example with misleading advertising, wrong prices or refusing to honour the legal guarantee, you can file a complaint with the Consumer Protection Service. Complaint forms and guidance are on its website. The Service can investigate and fine businesses, and its reports help protect other consumers.
The Service does not resolve individual disputes or order a trader to pay you compensation, so you may need Step 3 as well.
Step 3: Use an alternative dispute resolution body
Alternative dispute resolution (ADR) is cheaper and quicker than court. The main general body is the Cyprus Consumer Center for Alternative Dispute Resolution, which offers conciliation, mediation and arbitration in Greek or English. As of 2026, consumers pay a non-refundable €20 (plus VAT) to submit a dispute, with further fees depending on the procedure and the value of the claim. It can refuse a case if you have not first tried to settle with the trader.
For banks, payment services, investments and insurance, go to the Financial Ombudsman of the Republic of Cyprus. As of 2026, consumers pay a fixed €20 fee. Complaints are handled in writing, in Greek or English, and you must have complained to the firm first. There are time limits, so do not delay.
For telecoms and postal services, the sector regulator handles disputes once you have complained to the provider.
Step 4: Go to court if needed
If a trader will not take part in ADR, or you are not satisfied with the outcome, you can take the case to court. For cross-border claims within the EU worth up to €5,000, the European Small Claims Procedure offers a simpler written process. Consider legal advice for larger claims; the Cyprus Bar Association can help you find a lawyer.
What if the trader is in another EU country?
The European Consumer Centre Cyprus gives free advice and help when you have a dispute with a trader based in another EU country, Iceland or Norway, for example after buying online or while travelling. The EU's Online Dispute Resolution platform closed in July 2025, so contact the Centre directly.
How long does it take?
A written complaint to a trader should get a reply within a couple of weeks. ADR and Ombudsman cases can take several weeks to a few months, depending on complexity. Court cases take longer.
Common problems
- No proof of purchase. Keep receipts, card statements and order confirmations.
- Complaining only by phone. Always follow up in writing.
- Missing deadlines. Act quickly for the 14-day withdrawal right and for Ombudsman time limits.
- Expecting the Consumer Protection Service to refund you. It enforces the law but does not award compensation.
What to do next
Write to the trader today, keep copies, and note the date. If you get no reply, move to the right body from the table above.
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Contains affiliate linksFrequently asked questions
Where do I complain about a shop in Cyprus?
Complain to the shop in writing first. If the problem is a breach of consumer law, such as misleading prices or refusing a legal guarantee, report it to the Consumer Protection Service. To seek a refund or compensation, use an alternative dispute resolution body or the courts.
Can the Consumer Protection Service get my money back?
No. The Service protects the general interests of consumers and can fine businesses, but it does not resolve individual disputes or order compensation. For that, use an ADR body or the courts.
How much does it cost to use the Cyprus Consumer Center for ADR?
As of 2026, consumers pay a non-refundable €20 (plus VAT) to submit a dispute, with further fees depending on the procedure and the value of the claim.
How do I complain about my bank or insurer in Cyprus?
Complain to the bank or insurer first. If you are not satisfied, take the dispute to the Financial Ombudsman of the Republic of Cyprus, which charges consumers a fixed €20 fee as of 2026.
What if I bought from a trader in another EU country?
Contact the European Consumer Centre Cyprus. It gives free help with disputes between consumers and traders based in different EU countries, Iceland and Norway.
