The Directive 2013/11/EU, adopted on 21 May 2013, aims to enhance consumer protection by establishing clear procedures for alternative dispute resolution (ADR) across the EU. It provides consumers and traders with accessible, effective, and low-cost means to resolve disputes arising from sales and service contracts. The directive sets harmonised quality requirements for ADR entities to ensure fair, transparent, and independent resolution processes, thereby fostering trust in the internal market.

Member States are tasked with facilitating access to ADR procedures while complying with specific stipulations, including the need for ADR entities to maintain independence and impartiality in their operations. This Directive does not apply to certain non-economic services, disputes between traders, or those initiated by traders against consumers. It underscores the importance of cooperation between ADR entities and national authorities to bolster consumer rights and improve compliance.