mobile.de Complaint Report

Report about the effectiveness of the internal complaint-handling system in accordance with Article 11 of the REGULATION (EU) 2019/1150 on promoting fairness and transparency for business users of online intermediation services

From 1 July 2021 to 30 June 2022 inclusive, mobile.de GmbH received a total of 11,987 complaints from commercial users registered with mobile.de. Of these, 325 complaints were received in the form of objections to measures taken by mobile.de. In addition to appeals against sanctions, the complaints are based on technical problems as well as application errors.

The average processing time was around 20 hours. There were no mediation cases in the reporting period.