Dispute Resolution

Dear customer,

The European Union has set up a website to help consumers to lodge complaints about any dispute they may be involved in. Within this framework we provide you with all the information you need to exercise your right of complaint to an official third-party and impartial adjudicator (“ADR”) who will help you resolve the dispute in question.

Thus, if you are dissatisfied with the purchase of a good or service, or with the solution we presented to resolve the situation, you can access this official website https://webgate.ec.europa.eu/odr/main/?event=main.home.show and expose your dispute.

What is alternative dispute resolution?

 Alternative Dispute Resolution is the possibility that all consumers have at their disposal to turn to official entities that will help them to solve, or guide them through, a conflict before they open litigation in Courts.

In general, the procedure is as follows: the customer asks an impartial third party to intervene as an intermediary between him and the trader who is the subject of his complaint. The intermediary may suggest a solution to your complaint, impose a solution on both parties and bring the parties together to find a solution.

You may know alternative dispute resolution by another name: ‘mediation’, ‘conciliation’, ‘arbitration’ or ‘consumer complaints commission’.

Alternative dispute resolution is generally less expensive, less formal, and quicker than going to court.

In the event of a consumer dispute, the consumer can turn to the following alternative dispute resolution bodies:

CNIACC – National Centre for Information and Arbitration of Consumer Conflicts


CACCL – Lisbon Centre for Consumer Conflict Arbitration


CACCVA – Centre for Arbitration of Consumer Conflicts of Vale do Ave / Court of Arbitration

CICAP – Consumer Information and Arbitration Centre of Porto (Consumer Arbitration Court)

CIMAAL – Centre for Information, Mediation and Arbitration of Consumer Conflicts of the Algarve


CIAB – Consumer Information, Mediation and Arbitration Centre (Consumer Arbitration Court)


CIMPAS – Information, Mediation and Insurance Ombudsman Centre


According to Law 144/2015 for dispute resolution consult:

CNIACC – Phone: 21 384 7484

E-mail: cniacc@fd.unl.pt Website: www.arbitragemdeconsumo.org