DEAR CUSTOMER:

There is a consumer conflict whenever, within the scope of a contractual relationship in which a consumer and a professional (supplier) a dispute arises.

How, then, should a consumer act when there is a consumer conflict?

First, you should always try to negotiate your resolution directly with the supplier.

If this does not work or if you do not accept the resolution proposal presented by the supplier, the consumer can USE AN ALTERNATIVE DISPUTE RESOLUTION (mediation or arbitration), contacting an accredited entity for this purpose (RAL entity).

In this case, an impartial third party (which belongs to the RAL entity) intervenes between the consumer and the company. This intermediary can suggest a solution to the dispute/complaint, it can bring the parties together to try to reach an agreement or it can impose a solution.

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

Thus, if you are dissatisfied with the purchase of a service or product on our website, you can resort to alternative dispute resolution.

The competent authority for this purpose is as follows:

CNIACC: NATIONAL CENTER FOR INFORMATION AND ARBITRATION OF CONSUMPTION CONFLICTS

Address: Faculty of Law, Universidade Nova de Lisboa, Campus de Campolide, 1099-032 – LISBON

Website: www.cniacc.pt