Complaints Book and dispute resolution

Last updated: 29 October 2026

Talk to us first

Pompousweek Unipessoal Lda (Dr3amToReal) · Travessa Cabo Luis, n.º 9, 3800-294 Aveiro, Portugal · NIPC 516406540

If something went wrong, email dr3amtoreal@gmail.com or message +351 963 007 377 (WhatsApp). We reply as soon as we can.

Electronic Complaints Book (Livro de Reclamações)

You can file a complaint in the Electronic Complaints Book at www.livroreclamacoes.pt (the platform is also available in English).

We reply within 15 working days at most, to the email address you give in the form, under Decree-Law no. 156/2005 of 15 September, as amended. The complaint is also sent to the competent supervisory authority, ASAE (Autoridade de Segurança Alimentar e Económica).

Our customer support by email or WhatsApp is a separate channel and does not replace the Complaints Book.

Consumer alternative dispute resolution

If there is a consumer dispute, the consumer may use a consumer alternative dispute resolution (ADR) body. These bodies help consumer and seller reach agreement through mediation or conciliation and, if there is no agreement, decide by arbitration.

Under article 14(2) of Law no. 24/96 of 31 July, consumer disputes worth up to €5,000 (the first-instance court threshold) are subject to mandatory arbitration whenever the consumer expressly chooses to submit them to an authorised consumer arbitration centre.

ADR body: CNIACC — Centro Nacional de Informação e Arbitragem de Conflitos de Consumo — www.cniacc.pt.

Full list of ADR bodies: Portuguese Consumer Portal — Consumer ADR entities.

More information: Law no. 144/2015 of 8 September, as amended.

Using ADR does not affect your right to go to the competent courts under the law.