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What should the consumer do to try to resolve a consumer conflict?

At first, the best way to resolve any conflict is through direct negotiation between the consumer and the merchant.

In the case of a consumer conflict, the consumer should contact the professional, preferably through a means that allows for further proof (for example, registered letter with acknowledgment of receipt or e-mail with notice of reading), informing him of the existence of a problem and asking you for an answer.

If the conflict continues, the consumer should, in a second step, resort to an alternative means of dispute resolution (mediation or arbitration), contacting an entity that supports the consumer.

You can consult the list of Alternative Entidades de Resolução Alternativa de Litígios (Centros de Arbitragem de Conflitos de Consumo), e dos Centros de Informação Autárquicos ao Consumidor.

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