Online Dispute Resolution

Dear customer,

The European Union has created a website to support consumers in submitting their complaints regarding any dispute in which they are involved. In this regard, AHENRIQUES provides all the information so that you may exercise your right to file a complaint with an official, third-party and impartial entity (dispute resolution entity) that will help you resolve the dispute in question.

Therefore, if you were dissatisfied with the purchase of a good or service on our website, or with the solution we presented to resolve the situation, you may access this official website https://webgate.ec.europa.eu/odr/main/?event=main.home.show and submit your complaint.

WHAT IS ALTERNATIVE DISPUTE RESOLUTION?

Alternative dispute resolution is the possibility available to all consumers to turn to official entities that assist them in resolving or providing guidance on a conflict, before initiating litigation proceedings in the Courts.
As a general rule, the procedure is as follows: the customer asks an impartial third party to intervene as an intermediary between themselves and the trader who is the subject 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 consumer dispute commission’.
Alternative dispute resolution is, as a rule, less expensive, less formal and faster than going to court.

AHENRIQUES provides the websites of some of these entities that may help you present your case:

SUGGESTED ALTERNATIVE DISPUTE RESOLUTION ENTITIES

CNIACC – National Centre for Information and Arbitration of Consumer Disputes
http://www.arbitragemdeconsumo.org/

Lisbon Consumer Dispute Arbitration Centre
http://www.centroarbitragemlisboa.pt/

CIAB – Consumer Information, Mediation and Arbitration Centre (Consumer Arbitration Court)
http://www.ciab.pt/pt/

CIMPAS – Insurance Information, Mediation and Ombudsman Centre
https://www.cimpas.pt/