Online Dispute Resolution (ODR)
In accordance with Art. 14.1 of Regulation (EU) 524/2013, the European Commission provides a free access platform for resolving disputes online between the USER and the SERVICE PROVIDER, without the need to resort to courts. This process takes place through the intervention of a third party, called the Dispute Resolution Body, which acts as an intermediary between both parties.
This body is neutral and will engage in dialogue with both parties to reach an agreement, with the possibility of suggesting and/or imposing a solution to the conflict.
Link to the ODR platform:  http://ec.europa.eu/consumers/odr/