The European Union has set up a website to support consumers in filing complaints about any dispute in which they are involved. In this context, BARNES Portugal provides all the information so that you can exercise your right of complaint with an official entity, third and impartial to the process. So, if you were dissatisfied with the purchase of a good or service on our site, or with the solution presented by us to resolve the situation, you can access this official website and expose your dispute.

What is Alternative Dispute Resolution?

Alternative dispute resolution is the possibility available to all consumers to turn to official entities that can help them resolve, or guide them through, a conflict before they open litigation in the courts. As a general rule, the procedure is as follows: the customer asks an impartial third party to intervene as an intermediary between him and the business that is the subject of his 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 in the field of consumer disputes”.

Alternative dispute resolution is, as a rule, less expensive, less formal, and faster than the judicial route.

BARNES Portugal makes available the websites of some of these entities that may help you present your arguments:

Suggestions for Alternative Dispute Resolution Entities

  • CNIACC – National Center for Information and Arbitration of Consumer Conflicts
  • Lisbon Consumer Conflict Arbitration Center
  • CIAB – Consumer Information, Mediation and Arbitration Center (Consumer Arbitration Court)
  • CIMPAS – Center for Information, Mediation and Insurance Ombudsman
  • CICAP – Consumer Arbitration Court