The general rule is that the person who makes a specific statement before the board and claims something based on that statement must support the statement with relevant documents so that claim can be ruled on. In certain cases, the burden of proof is partially shifted to the opposing party.

The board generally does not gather evidence itself, but in exceptional cases, at the request of the chairman, it can seek the opinion of an expert. In such cases, the parties involved are given the opportunity to review the opinion and, if necessary, submit comments on it.

If the consumer's claim is accepted in whole or in part, the complaint fee will be refunded. If the parties notify the Board of a settlement after the complaint has been submitted, the case fee will also be refunded to the consumer.

The consumer has the right to withdraw from the proceedings at any stage, but in that case, the case fee will not be refunded.

The seller may at any time offer a settlement in a case.

The Complaint Board announces the parties when the data collection in the case is completed. The board may request further data and/or information at a later stage of the case.

Due to high numbers of cases received by the board, it can be expected that the processing time is around 7-10 months.

Rulings are published for case parties with a digital announcement or by other verifiable means. The rulings are also published on the complaint board‘s site after all personal information on case parties have been removed.

The complaint boards rulings cannot be appealed to other governmental authorities but the disagreement can be brought to court by traditional means.

The seller can announce to the complaints board that he will not accept the ruling within 30 days from when the ruling is announced. If that is announced the ruling will not be binding for case parties. The ruling will become legally binding after 30 days. Following an announcement from a seller, information on the announcement will be published on the complaints board website, where the board publishes a list of sellers who do not accept the board rulings, according to article 15 of regulation no. 1177/2019 on the complaints board for goods and services.

The consumer can seek enforcement of the decision based on the Enforcement Act No. 90/1989. At the consumers request the board can issue a certificate that confirms that the ruling can be enforced. The certificate can be provided to court along with the ruling and a request for enforcement.