Online Dispute Resolution

Dear user,

The European Union has created a website to support consumers in filing complaints about any disputes they are involved in. In this context, Concierge Silva provides all the information so that you can exercise your right to complain to an official, third-party, and impartial entity in the process (“alternative dispute resolution entity”) that will help you resolve the dispute in question.

Therefore, if you were dissatisfied with the purchase of a product or service on our website, or with the solution presented by us to resolve the situation, you can access this official website https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN and explain your complaint.

What is alternative dispute resolution?

Alternative dispute resolution is the possibility that all consumers have to resort to official entities that assist them in resolving or guiding conflicts before opening litigation in the courts. Generally, the procedure is as follows: the customer asks a third party to intervene as an intermediary between them and the merchant who is the target of their complaint

. The intermediary may suggest a solution to their 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 for consumer disputes.’ Alternative dispute resolution is generally less expensive, less formal, and faster than the judicial route.

Concierge Silva provides the websites of some of these entities that can help you present your arguments:

Suggestions for 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
Centro de Arbitragem de Conflitos de Consumo de Lisboa (Lisbon Consumer Conflict Arbitration Center)
http://www.centroarbitragemlisboa.pt/
CIAB – Centro de Informação, Mediação e Arbitragem de Consumo (Consumer Information, Mediation, and Arbitration Center)
http://www.ciab.pt/pt/
Centro de Arbitragem de Conflitos de Consumo – Viana do Castelo (Consumer Conflict Arbitration Center – Viana do Castelo)
www.ciab.pt