The European Union has set up a website to help consumers submit their complaints about any dispute in which they are involved. In this context, Vila Luna provides all the information you need to exercise your right to complain to an official, third-party and impartial body (consumer dispute resolution body) that will help you resolve the dispute in question.
So, if you are dissatisfied with the purchase of a good or service on our website, or with the solution we have provided to resolve the situation, you can go to this official website and lodge your complaint.
The alternative resolution of consumer disputes is the possibility that all consumers have at their disposal to turn to official entities to help them resolve or guide them through a conflict, before opening litigation in the courts.
As a general rule, the procedure is as follows: the customer asks an impartial third party to act as an intermediary between them and the trader who is the subject of their complaint. The intermediary can suggest a solution to your 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 commission for consumer disputes'. Alternative dispute resolution is generally less expensive, less formal and quicker than the courts.
Vila Luna provides the websites of some of these entities that can help you present your arguments:
CNIACC - National Center for Consumer Conflict Information and Arbitration
https://www.cniacc.pt
Algarve Consumer Conflict Arbitration Center
https://www.consumoalgarve.pt/index.php/pt/
RESERVATIONS