Submit a complaint

Based on the legislation of July 1, 2018, presented by the Directorate-General for the Consumer, we hereby inform you that the Complaints Book in electronic format is available on our website.

The fact that you are our customer and feel the need to file a complaint, which has an associated negative value for Multicert, we consider it fundamental for us to understand and detect any gaps that may arise in the provision of services to our customers, with a view to continuous improvement. of our products and services.

Where can you file a complaint?

Through the website: www.livroreclamacoes.pt.

Alternative Dispute Resolution for Consumer Disputes

Alternative Dispute Resolution for Consumer Disputes (ADR) constitutes a mechanism available to consumers whereby they may refer consumer disputes to duly recognised dispute resolution bodies for the purpose of obtaining assistance in the settlement of such disputes, or guidance thereon, prior to initiating judicial proceedings before the competent courts.

A number of independent ADR entities are available, staffed by duly qualified professionals who act impartially and assist both consumers and traders/professionals in reaching an amicable settlement through mediation or conciliation procedures.

Where no settlement is achieved through such procedures, the dispute may be submitted to an arbitral tribunal. Arbitration proceedings are generally straightforward, expeditious and, in most cases, free of charge. Arbitral awards are legally binding and enforceable, having the same legal effect as judgments rendered by a court of first instance.

The list of recognised ADR entities and their respective contact details is published by the Portuguese Directorate-General for Consumers (Direção-Geral do Consumidor) and is available on the Consumer Portal, accessible here.