Ombudsman's office for mobility platforms

Ombudsman’s office for mobility platforms

The ombudsman’s office for mobility platforms handles claims and advice cases for the online marketplaces AutoScout24 and MotoScout24. As an independent arbitration body, the ombudsman mediates between platform providers and consumers. It receives their complaints and seeks amicable and satisfactory solutions. The Ombudsman is supported by SMG Swiss Marketplace Group.

The employees of the ombudsman’s office act as a neutral, independent arbitration body and mediate between customers and the mobility platforms involved.

Costs and contact: The services of the “Ombudsman’s Office for Mobility Platforms” are free of charge and are handled by the independent legal advice service of the consumer forum kf. Please submit your request and a signed power of attorney via our online form; this will facilitate the administration of your case..

For telephone enquiries, the Ombudsman Service can be reached on 031 380 50 34 on the following days:

Mon – Fri 09:00 – 12:00

Postal address and contact
Ombudsman’s office for real estate platforms
c/o Konsumentenforum kf
Belpstrasse 11
3007 Bern

contact.mobility@konsum.ch

Procedure - Submitting a complaint

1. contact the mobility platform in question
Contact the customer service of the mobility platform in question and describe your problem. If no agreement can be reached, contact the ombudsman’s office for mobility platforms of the consumer forum kf.

2. contact the ombudsman’s office
Tell us about your problem, including the full history of the case. Attachments such as mail traffic with the corresponding mobility platform in the online form. On this basis, the ombudsman’s office will initiate further steps, which constitute a recommendation and are intended to resolve the problem.

3. civil action
If one of the contractual partners (customer or the mobility platform in question) does not agree with the appeal decision, you have the option of taking civil action. The ombudsman’s office does not represent either party, but provides a neutral recommendation. However, the decisions of the first and second instance can be used by the court.

Ombudsstelle Mobilitätsplattformen

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Bedingungen
Important: We absolutely must have a signed power of attorney regarding the right to obtain information. You must upload this together with the attachments.

Please note that we can only process applications if the relevant documents (correspondence, contracts, etc.) are provided. Please upload these as attachments. Maximum 4 MB per file.

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Please note that our remit is limited to providing advice and mediation. This is an advisory service or conciliation. Should you require further legal assistance, we recommend that you consult a solicitor. You remain responsible for safeguarding your own interests (including all deadlines). The Swiss Consumer Forum (kf) accepts no liability whatsoever for any loss or damage arising from the advice provided.

Please also note that cases received are processed in chronological order; it may take several weeks to receive a response.

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