How we work
ECC Portugal is part of a Network of Centres known as the 'European Consumer Centre Network' - ECC-Net. We have a counterpart office in all 28 countries of the EU plus one in Iceland and one in Norway. We work together to resolve European consumer complaints, in which two different countries are involved.
When a case is shared with another ECC, we require certain information from the consumer to allow our counterpart office to make a full legal assessment of the case. This information varies although we will always let you know what we need from you.
Once a case has been passed to our counterpart office, there will be no need for you to make any further contact with the trader. Our counterparts will inform the trader of your complaint and what their responsibilities are under law.
We will keep you informed of any new developments in your case as and when they happen. If our counterparts are unable to resolve your case they will suggest other avenues that may be suitable for you.
Please be aware that:
The service provided by ECC Portugal and the ECC-Net is advisory - we do not have any enforcement powers and cannot compel traders to take any action or accept our point of view. We can provide advice, information, and support; if our actions do not result in a positive outcome, we will be able to provide guidance on any further options available to you.