Ombudsman’s Office for Secondhand Platforms

Ombudsman’s Office for Secondhand Platforms

The Ombudsman’s Office for Secondhand Platforms handles claims and provides advice for the online marketplaces Ricardo, tutti.ch and anibis.ch. 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 ombudsman service staff act as a neutral, independent arbitration body and mediate between customers and the second-hand platforms involved.

Costs and contact: The services of the Second-hand Platforms Ombudsman are free of charge and are provided 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 details
Ombudsman’s Office for Secondhand Platforms
c/o Konsumentenforum kf
Belpstrasse 11
3007 Bern

contact.secondhand@konsum.ch

Procedure - Submitting a complaint

1. Contact the secondhand platform in question
Contact the customer service department of the secondhand platform in question and explain your problem. If no agreement can be reached, contact the Secondhand Platform Ombudsman Service of the Consumer Forum kf.

2. Contact the ombudsman service
Describe your problem to us, including the full history of the case and any attachments, such as email correspondence with the relevant second-hand platform, using the online form. Based on this, the ombudsman service will take further steps, which will take the form of a recommendation and are intended to resolve the problem.

3. Civil law proceedings
If one of the contracting parties (customer or the secondhand platform concerned) disagrees with the appeal decision, civil law proceedings remain an option. The ombudsman does not represent either party, but issues a neutral recommendation. However, the decisions of the first and second instances can be used by the court.

Ombudsman’s Office for Secondhand Platforms

Registration for legal advice

Your contact details

Details of your contracting party

Have you already contacted us about this matter?
Which company are you talking about?
Detailed description, approx. 2000 characters

Maximum file size: 4MB

To enable us to process your case in the best possible way, we need, if possible, documents that support your description of the facts of the case so that we can contact the contracting parties efficiently.
Conditions

Important: We absolutely must have a signed power of attorney regarding the right to obtain information, provided that you wish to contact the other party. You must upload this together with the attachments.

Have you filled in all the fields correctly?*

*Please note that our remit is limited to advice and mediation. This is a general advisory service. 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 for any damage arising from the advice provided.

* Mandatory fields

Bitte beachten Sie, dass sich unsere Kompetenzen auf die Beratung sowie Mediation beschränkt. Es handelt sich um eine Beratungsdienstleistung bezw. Schlichtung. Sollten Sie weiterreichende rechtliche Unterstützung benötigen, empfehlen wir Ihnen, sich an einen Anwalt zu wenden. Sie sind weiterhin für die Wahrung Ihrer Interessen (inkl. sämtlicher Fristen) selbst verantwortlich. Das Schweizerische Konsumentenforum kf schliesst jegliche Haftung für aus der Beratung entstandenen Schaden aus.