STEP-BY-STEP ROUTE · EVERYDAY LIFE & RIGHTS
Complain about a product or service
Organize the evidence, complain to the seller and move to the next official consumer-protection step if the issue is not resolved.
Free step-by-step guide
This guide is based on official sources. Requirements, forms and local procedures may change, so open the link in the relevant step and check the current version before filing.
Open a step to see the action and its relevant official link. Required documents may depend on your case; check the list for your grounds before filing.
My step checklist and print guide
Marks stay in this browser only. No account is needed; a mark is not an authority’s confirmation.
01Collect purchase and defect evidence
What to do
Keep purchase evidence and photograph the defect. Record when it was found. Packaging alone is not a condition for making a complaint.
Where to go
Your records of the purchase from the trader.
What to prepare
- Receipt / payment evidence, photographs and warranty if available
First identify your route
- Defective or non-conforming goods.
- Poor service or an incorrectly calculated price.
- The seller rejected the complaint and you need the next official route.
02Submit a complaint to the trader
What to do
Identify the goods, defect and requested remedy. Obtain written/electronic confirmation and a complaint reference. Approach the trader, not only a repair centre.
Where to go
The place of purchase or the trader's official complaints channel.
What to prepare
- Complaint and purchase evidence
Example enquiry
An illustrative example, not an official form. Use the prescribed form where required.
To [trader]. On [date] I bought [goods, order number]. The defect is [description]. I request [lawful remedy]. Attached: [purchase evidence, photos]. Please register the complaint and provide its reference. Name, contact, date. This is a draft, not an official form.
03Track the response and remedy
What to do
The complaint response is due within 8 days. Accepted complaints are generally remedied within 15 days, or 30 for technical goods and furniture. Keep the proposed remedy and your response.
Where to go
The trader's complaints officer.
What to prepare
- Complaint reference, reply and remedy correspondence
04Seek consumer assistance and out-of-court resolution
What to do
If unresolved, use the consumer section for association assistance and out-of-court resolution. You must first have complained to the trader.
Where to go
The national complaints register and Ministry of Trade platform linked below.
What to prepare
- Purchase evidence, complaint, reply and supporting evidence
Translation and filing
Translation and certification
Before translating a foreign-issued record, ask the receiving institution whether it needs a Serbian translation by a court-certified translator (sudski tumač), whether an apostille/legalization is required, and in which order. Requirements differ by country and document. An ordinary or automatic translation is not a certified translation when certification is required.
What happens next
File only through the confirmed method. Keep a copy of the submission, case/application number and proof of receipt. Ask how to check status, when to expect a reply and what to do if more information is requested.
Document overview and case variants
What may be required
- Receipt, invoice, contract or other proof of purchase
- Messages with the seller
- Photos/videos of the problem
- Complaint and seller response if already available
Compare this list with the documents in each step and the chosen authority's requirements. You can read the guide and prepare the package yourself without submitting a request.
Common variants
- Defective or non-conforming goods.
- Poor service or an incorrectly calculated price.
- The seller rejected the complaint and you need the next official route.
The correct variant can only be confirmed after checking your status, documents and the authority's requirements.
What Serbia 360 can prepare — result preview
RESULT PREVIEW
What you receive if you order preparation
Before paying, you can see what the paid work actually delivers. The free guidance remains available whether or not you order anything.
Route, official sources, preliminary document list and a clear next step.
Work completed in the specimen case:
- Prepared: Completed consumer complaint
- Prepared: Completed product defect and replacement claim sheet
- Confirm the facts and sign the complaint.
- Present the product to the seller if required.
Open the full specimen, copy its text or download the document. Required authority forms follow that institution’s rules; certification is performed by an authorised professional.
Package contents and review sheet · How to use the prepared output
Paid services are currently disabled. Future scope and price are agreed before ordering. The free guide is available to everyone.
Need guidance for your specific situation?
The free guide above is available without a request. For a free situation review, describe your case and provide an email address; attaching documents is optional. During testing, do not upload real documents or sensitive information. Paid services and payments are currently disabled.
Serbia 360 helps organize documents and administrative steps. We do not make decisions for public authorities and do not replace a lawyer, notary, doctor or consulate where professional involvement is required.