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 2023 up to and including 30 June 2024, mobile.de GmbH received a total of 20,994 complaints from commercial users registered with mobile.de. Of these, 665 complaints were received in the form of objections to measures taken by mobile.de. In addition to appeals against sanctions, the complaints were based on technical problems and application errors.

The average processing time was 14.62 hours. There were no arbitration cases in the reporting period.