Alternative Dispute Resolution.
If a consumer dispute arises, there are ways to seek a solution out of court through mediation, conciliation or arbitration.
Last updated: 10 October 2026
Alternative consumer dispute resolution provides a way to seek a solution to a dispute without immediately resorting to the courts.
These procedures are provided by authorised alternative consumer dispute resolution bodies.
What is alternative dispute resolution?
When a consumer and a business cannot directly resolve a dispute relating to the purchase of goods or the provision of a service, alternatives to court proceedings may be available.
An impartial body helps the parties seek a solution to the dispute.
An agreement between the consumer and the business is sought with specialist support.
The dispute may be considered by an arbitration tribunal under the applicable rules.
Before contacting an external body
If you have a question, complaint or problem relating to a VedaPool product or service, we recommend contacting us first.
Many situations can be clarified or resolved directly without the need to start a formal procedure.
Contact VedaPool geral@vedapool.pt →Centro de Arbitragem de Conflitos de Consumo de Lisboa
The Portuguese Directorate-General for Consumer Affairs identifies the Lisbon Consumer Dispute Arbitration Centre as a body whose geographical coverage includes the Lisbon Metropolitan Area, including Cascais.
The body's jurisdiction in a particular case depends on the circumstances of the contract and the dispute.
1100-207 Lisboa
Listing this body does not, in itself, mean that it has jurisdiction over every possible dispute. The appropriate body must be determined according to the specific case.
Consumer disputes up to €5,000
In consumer disputes of low economic value, where the consumer expressly opts for mediation or arbitration through a legally authorised body, the statutory compulsory arbitration regime applies.
This regime does not prevent the consumer and the business from first seeking to resolve the situation directly.
How to find the appropriate body
Portugal has several alternative consumer dispute resolution bodies, with different geographical areas or sectors of jurisdiction.
The Portuguese Directorate-General for Consumer Affairs provides an up-to-date list of authorised bodies and information to help consumers identify the appropriate body for their case.
Complaints Book
Consumers may also submit a complaint through the Electronic Complaints Book.
European ODR platform
The former European Online Dispute Resolution platform, commonly known as the ODR platform, has been discontinued.
For this reason, VedaPool does not present the platform's former address on this website as a currently available means of resolving disputes.