The European Union has created a website to support consumers in submitting their complaints about any disputes in which they are involved. In this context, Porto Tile House provides all the information so that you can exercise your right to consent to an official, third-party entity that is impartial to the process. Therefore, if you are dissatisfied with the purchase of a good or service on our website, or with the solution we presented to resolve the situation, you can access this official website and express your dispute.
What is alternative dispute resolution?
Alternative dispute resolution is the possibility for all consumers to have recourse to official entities that help them in resolving or guiding 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 him and the trader who is the target of his query. The intermediary can suggest a solution for your peace of mind, import a solution to 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 in the context of consumer disputes’. Alternative dispute resolution is, as a rule, less expensive, less formal and faster than the judicial route.
Suggestions from alternative dispute resolution entities:
CNIACC – Centro Nacional de Informação e Arbitragem de Conflitos de Consumo (National Center for Information and Arbitration of Consumer Conflicts) https://www.cniacc.pt/pt/
CICAP – Tribunal Arbitral de Consumo (Consumer Arbitration Court)
Rua Damião de Góis, 31, Loja 6
4050-225 PORTO
Telefone: 22 550 83 49
Email: cicap@cicap.pt
