Consumer Services

The ANA DPF Dispute Resolution is a free consumer service that serves as an intermediary between European Union (EU), United Kingdom (U.K.) and Gibraltar, and Swiss consumers and companies located in the United States to help resolve data privacy complaints in a timely and straightforward manner.

This mediation program helps EU, U.K. and Gibraltar, and Swiss consumers, companies, and governments feel more comfortable engaging in business with U.S. companies, offers a means for resolving data privacy complaints, and helps businesses meet certain Data Privacy Framework (DPF) Program requirements. Organizations that comply with the ANA DPF Dispute Resolution will display our mark on their websites and in appropriate mail offers and print advertisements. You can have confidence that companies displaying the ANA DPF Dispute Resolution mark have fulfilled relevant requirements under the DPF program to subscribe to an independent third-party complaint resolution provider.

The privacy principles of the DPF Program (collectively, the DPF Principles) require that privacy complaints be initially addressed by the company’s customer service department or other in-house complaint program. If your data privacy complaint was not addressed to your satisfaction and it falls under the ANA DPF Dispute Resolution, then you can seek further resolution:

EU, U.K. and GIBRALTAR INDIVIDUALS
FILE A DPF DATA PRIVACY COMPLAINT SWISS INDIVIDUALS
FILE A DPF DATA PRIVACY COMPLAINT

You may also file a complaint in writing. Our address is:

ANA DPF Dispute Resolution
2020 K Street NW, Suite 660
Washington, D.C. 20006

ANA will contact the company promptly to take appropriate action to address your data privacy complaint. ANA is ready to provide appropriate sanctions against a company that fails to comply with the privacy principles. 

Frequently Asked Questions by Consumers

1. Will the ANA refer complaints to companies that are not participating members of the ANA DPF Dispute Resolution?
   No. Please refer to the company’s privacy policy to see who is serving as the company’s independent third-party dispute resolution mechanism. You should contact them to have your data privacy complaint addressed if you are not able to seek resolution from the company directly.
2. Should I contact the ANA or the company first to resolve my complaint?
   The first and best course of action is to attempt resolution through the company’s customer service department or other in-house dispute resolution program directly. If the company has neither responded to you within 45 days nor addressed your complaint to your satisfaction, then you may file a complaint with the ANA DPF Dispute Resolution.
3. How do EU, U.K. or Gibraltar residents register complaints under the ANA DPF Dispute Resolution?
   EU, U.K. and Gibraltar consumers may register complaints under the ANA DPF Dispute Resolution by submitting an online form or by mail:
   
   ANA DPF Dispute Resolution
   2020 K Street NW, Suite 660 
   Washington, D.C. 20006
4. How do Swiss residents register complaints under the ANA DPF Dispute Resolution?
   Swiss consumers may register complaints under the ANA DPF Dispute Resolution by submitting an online form or by mail:
   
   ANA DPF Dispute Resolution
   2020 K Street NW, Suite 660
   Washington, D.C. 20006
5. Can the ANA DPF Dispute Resolution provide assistance with U.S. resident complaints?
   No; however, U.S. residents can file a marketing ethics complaint with the ANA through a different complaint form and process.
6. How Will My ANA DPF Dispute Resolution Complaint be Processed?
   The ANA DPF Dispute Resolution staff makes every effort possible to reach a satisfactory resolution for the consumer. In those cases where there is no resolution by the company, consumer complaints will be referred to the ANA Ethics Review Committee for appropriate review and action.
   
   Sanctions can include:
   • Correction of actions found not to be in compliance with the privacy principles;
   • Correction or deletion of inaccurate personal information;
   • Requiring company reimbursement of actual, direct monetary damages incurred by the consumer;
   • Removal from the ANA DPF Dispute Resolution and revocation of the company's ability to display the ANA DPF Dispute Resolution Mark.
   • Public notification of the decision and action taken by the Committee.
   • Notification to the U.S. Department of Commerce’s ITA regarding the Committee’s decision and a request for removal from the Data Privacy Framework List due to failure to comply with the appropriate DPF Principles; and/or
   • Referral of the matter to the Federal Trade Commission or other appropriate governmental agency for enforcement action.

For a complete description regarding the ANA’s process for handling complaints, please refer to the ANA DPF Dispute Resolution Complaint Procedures.

To view the latest compliance information regarding the former ANA Privacy Shield Program, download the 2023 ANA Privacy Shield Report.