Complaints Book

What is the Complaints Book?
The Complaints Book is an official tool that allows consumers to record complaints, compliments, or suggestions related to products or services purchased. It is mandatory in Portugal and serves to ensure consumer rights are upheld.

When should I use the Complaints Book?
You should use the Complaints Book if you have an issue or complaint that has not been resolved satisfactorily through direct contact with our customer service. This tool ensures that your complaint is forwarded to the relevant regulatory authority.

How can I access the Complaints Book?
You can access the Complaints Book in two ways:

1. Physical Complaints Book
   Available at all our service locations. Simply request it from one of our staff members.

2. Online Complaints Book
   Alternatively, you can submit your complaint through the digital version, available on the official Complaints Book portal here.

What happens after I submit a complaint?
Once your complaint is submitted, it will be reviewed by us and, if necessary, forwarded to the relevant regulatory authority. We are committed to responding within 15 working days, ensuring that your issue is handled appropriately.

Why is the Complaints Book important?
The Complaints Book is a vital tool for ensuring service quality and protecting your rights as a consumer. Using it contributes to continuous improvement and greater transparency in the services we provide.

Need more information?
If you have any questions about the process or need assistance in completing the Complaints Book, please contact our customer service team. We are here to help.