Dispute Resolution

The European Union has created a website to support consumers in submitting their complaints about any dispute in which they are involved. In this context, you are provided with all the information so that you can exercise your right to complain to an official, third party and impartial entity to the process. Therefore, if you are dissatisfied with the purchase of a good or service on our website, or with the solution presented by us to resolve the situation, you can access this official website and express your objection.

The alternative dispute resolution is the possibility that all consumers have at their disposal to appeal and official entities that help them in the resolution, or orientation of any conflict, before opening litigation processes in the Courts. As a general rule, the procedure is as follows: the customer asks an impartial third party to act as an intermediary between him and the merchant who is the subject of his complaint. The intermediary can suggest a solution to your complaint, impose a solution on both parties, or bring the parties together to find a solution.

You may know the concept of alternative dispute resolution by another name: 'mediation', 'conciliation', 'arbitration' or 'committee responsible for consumer disputes'.

Alternative dispute resolution is, as a rule, less expensive, less formal and faster than the judicial route.

The websites of some of these entities are available to you, which may help you to present your arguments:

CNIACC – National Center for Information and Arbitration of Consumer Conflicts
Lisbon Consumer Dispute Arbitration Center
Vale do Ave Consumer Dispute Arbitration Center / Arbitration Court
CIAB – Consumer Information, Mediation and Arbitration Center (Consumer Arbitration Court)
CIMPAS – Information, Mediation and Insurance Provider Center