In accordance with Art. 14.1 of Regulation (EU) 524/2013, the European Commission provides an access platform free for online conflict resolution between the USER and the PROVIDER, without the need to resort to the courts of law, through the intervention of a third party, called the Dispute Resolution Body, who acts as an intermediary between the two. This body is neutral and will dialogue with both parties to achieve an agreement, finally being able to suggest and/or impose a solution to the conflict.
Link to the ODR platform: http://ec.europa.eu/consumers/odr/