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Alternative dispute resolution

In compliance with Portuguese Law no. 144/2015 of 8 September, any consumer dispute arising in the course of purchasing a digital product or providing a service is covered by the Alternative Consumer Dispute Resolution mechanisms.

In addition, under the legal regime for credit intermediaries, a credit intermediary is required to give access to at least two alternative dispute resolution bodies. These are the two we have joined.

The full list of established bodies, with the functional and regional competence of each, is on the consumer portal at consumidor.gov.pt.

  1. 01Centro de Arbitragem de Conflitos de Consumo de Lisboa (Lisbon Consumer Dispute Arbitration Centre)

    Rua dos Douradores, no. 116, 2nd and 3rd floors
    1100-207 Lisboa

    Telephone: 21 880 70 30
    Email: juridico@centroarbitragemlisboa.pt
    Website: centroarbitragemlisboa.pt

    See the member firm certificate

  2. 02TRIAVE, Ave, Tâmega e Sousa Consumer Dispute Arbitration Centre

    Rua Capitão Alfredo Guimarães, no. 1
    4800-019 Guimarães

    Telephone: 253 422 410
    Email: geral@triave.pt
    Website: triave.pt

    See the member firm certificate

For complaints, the Electronic Complaints Book is also available at livroreclamacoes.pt. Credit intermediation activity is supervised by Banco de Portugal, with which a complaint may also be filed.