Dispute Resolution

The European Union has created a website to support consumers in submitting complaints about any dispute they may be involved in. In this context, we provide all the information you need to exercise your right to complain to an official, third-party, and impartial entity (a "dispute resolution entity") that will help you resolve the dispute in question.

Therefore, if you are dissatisfied with the purchase of a good or service, or with the solution we presented to resolve the situation, you can contact this entity and express your objection.

What is alternative dispute resolution?

Alternative dispute resolution is the possibility available to all consumers to turn to official entities that can help them resolve or provide guidance on any dispute before proceeding with litigation in court.
As a general rule, the procedure is as follows: the customer asks an impartial third party to act as an intermediary between them and the merchant who is the target of their complaint. The intermediary may suggest a solution to the 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 'competent commission in the context of consumer disputes'.
Alternative dispute resolution is, as a rule, less expensive, less formal and faster than judicial means.

In the event of a dispute, the consumer may resort to the following Alternative Consumer Dispute Resolution Entity:
Consumer Conflict Arbitration Center – Porto Alegre (CICAP)
Rua Damião de Góis , No. 31, Loja 6, 4050-225 Porto | Tel. 225 508 349 | Email cicap@cicap.pt
Web: https://www.cicap.pt
More information on the Consumer Portal: https://www.consumidor.gov.pt/

You can find more information about dispute resolution at
https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage .