Dear customer,

The European Union has set up a website to help consumers lodge complaints about any litigation they are involved in. In this context, Ibersan, makes available all the information so that it can exercise its right to complain to an official entity, third and impartial to the process, («entity for litigation resolution») which will help you resolve the litigation in question.

Thus, if you are 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 and expose your objection.

What is alternative litigation resolution?
Alternative litigation resolution is the possibility that all consumers have at their disposal to appeal and official entities that help them in the resolution, or orientation of any conflict, before opening litigation proceedings in the Courts.
As a general rule, the procedure is as follows: the client asks an impartial third party to act as an intermediary between himself and the trader who is the subject of his 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 be familiar with the concept of alternative litigation resolution under another name: 'mediation', 'conciliation', 'arbitration' or 'consumer litigation committee'.
Alternative litigation resolution is usually less expensive, less formal and quicker than judicial settlement.

Ibersan provides the websites of some of these entities that may help you to present your arguments:

CNIACC – Centro Nacional de Informação e Arbitragem de Conflitos de Consumo

Centro de Arbitragem de Conflitos de Consumo de Lisboa

Centro de Arbitragem de Conflitos de Consumo do Vale do Ave/Tribunal Arbitral

CIAB – Centro de Informação, Mediação e Arbitragem de Consumo (Tribunal Arbitral de Consumo)

CIMPAS – Centro de Informação, Mediação e Provedoria de Seguros


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