Submitting a complaint to the ECC

We will investigate whether your rights as a consumer have indeed been violated, provide legal advice and try to reach an amicable solution with the help assistance from our colleagues within the ECC-Net.
This can be done by directly contacting the counterparty or by referring you to a body that deals with extrajudicial dispute resolution.
Our services are entirely free of charge.


When should you use our services?
To use our services, you must meet the following conditions:

• You are resident in Portugal
• Your complaint relates to a commercial enterprise in another EU member state, Norway or Iceland.
• You bought a product or service from this trader as a consumer (not a VAT registered company).
• Where possible, you have already notified the trader of your problem.


How to submit a complaint to ECC Portugal?
We need to set up a complete dossier in order to examine your rights as a consumer. Please provide us with all necessary documentation when lodging a complaint such as:

• proof of purchase or order
• proof of payment
• relevant correspondence with the other party (provide a document with a chronological record, which makes things a lot easier for our lawyers)
• your international bank data (IBAN and BIC), if you are seeking a refund
• Any other documentation which you think would be useful in order to execute your rights as a consumer. Please, include them in the appendix.