+351 912 839 500 [email protected]
  +351 912 839 500 [email protected]

Resolution of Consumer Disputes (RLL) in Portugal

Consumer Dispute Resolution Support

The European Union has established a platform to assist consumers in submitting complaints regarding any disputes they are involved in. “Yes Experiences Portugal” is committed to providing the necessary information to help you exercise your right to complain with an official, impartial third-party entity, known as a “dispute resolution entity,” which will assist in resolving the dispute at hand.

How to Proceed if Dissatisfied

Suppose you are dissatisfied with a purchase of a service from “Yes Experiences Portugal” or with the proposed resolution. In that case, you can access the official EU Online Dispute Resolution platform, EU ODR Platform, to submit your dispute.

Understanding Alternative Dispute Resolution (ADR)

Alternative Dispute Resolution (ADR) offers you, our valued customer, the ability to resolve conflicts with our assistance, providing a pathway to resolution outside of court proceedings. The general process involves an impartial third party who acts as an intermediary between you and Yes Experiences Portugal. This intermediary may suggest or impose a solution or facilitate a discussion to reach an agreement. Various names, including mediation, conciliation, arbitration, or competent commission in consumer disputes, know ADR. It is typically less costly, less formal, and quicker than court proceedings.

ADR Entities and Resources

“Yes Experiences Portugal” recommends the following entities for Alternative Dispute Resolution:

  • CICAP – Consumer Arbitration Court: Visit Website
  • CNIACC – National Center for Information and Arbitration of Consumer Conflicts: Visit Website
  • Lisbon Consumer Conflict Arbitration Center: Visit Website
  • CIAB – Consumer Information, Mediation, and Arbitration Center: Visit Website
  • CIMPAS – Insurance Information, Mediation, and Ombudsman Center: Visit Website
  • Consumer Portal: Visit Website

Additional Information for Customers

  • Timeframe for Complaints: Be aware of the specific timeframe for filing a complaint.
  • Documentation: Keep all relevant purchase documentation and correspondence.
  • Direct Contact: Initially, try to resolve the issue directly with “Yes Experiences Portugal”.
  • Costs: Some fees may apply, depending on the chosen ADR entity.
  • Legal Assistance: Seek legal advice for complex disputes.
  • Binding Decisions: The decision by the ADR entity may or may not be binding.


“Yes Experiences Portugal”, our commitment to customer satisfaction includes providing clear pathways for dispute resolution. We encourage our customers to utilize these resources for a faster, more straightforward, and more amicable resolution process.