Consumers can file a complaint to the board through the board’s portal here on the website.

Log in

Individuals with kennitala log in through island.is using electronic ID or the identification app.

Individuals who do not have an Icelandic national ID number log in using an email address. A one-time password is sent by email and is used for each login.

Submitting a complaint on behalf of another person

It is possible to submit a complaint on behalf of another individual (consumer). In such cases, the appropriate option must be selected after logging in.

Complaint form

After logging in, the consumer can access the complaint form by selecting “New complaint”. Guidance on the information and documents that must be submitted with the complaint is provided below.

Once the complaint form has been completed, the complainant is directed to a payment page where the complaint fee of ISK 5,000 is paid.

A complaint is considered received by the Board once it has been submitted and the case fee has been paid. Confirmation of receipt will be displayed on the screen once the payment has been approved.

The following information should be included in the complaint:

• Consumer information

  • Name, ID number (kennitala), address, telephone number and email address

• Information on the seller

  • Name, ID number (kennitala), address, telephone number and email address

  • If communication has taken place between the consumer and a specific employee of the seller by email, it is advisable to include that employee’s email address in the complaint.

• Information about the goods or services

• Information about the agreement between the parties

• The total amount paid for the goods or services

• Relevant dates

• A clear description of the dispute in the case

• Claims made by the consumer against the seller and justification for those claims

Examples of documents that may be useful to include with a complaint:

• Confirmation of payment for goods or services

• Agreement between the parties

• Invoices

• Photographs

• Terms and conditions

• Written communication between the parties

• Written expert opinion

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.