Dispute Resolution & Complaints

In accordance with Portuguese Law No. 144/2015, of September 8

1. Introduction

In accordance with and in compliance with the provisions of Law No. 144/2015, of September 8, Aldeia Realty - Real Estate, LDA, trading as Aldeia Realty (NIPC 517693032), provides the necessary information so that the consumer client can exercise their right to file a complaint with an official, third-party, and impartial entity that will help resolve the dispute in question.

Alternative dispute resolution ("ADR") is the possibility that all consumers have at their disposal to resort to official entities that help them in the resolution or guidance of any conflict, before initiating litigation proceedings in the Courts.

2. What is Alternative Dispute Resolution?

As a rule, the ADR procedure can be described as follows:

• The consumer client asks an impartial third party to intervene as an intermediary between themselves and the supplier or service provider who is the subject of their 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.

Alternative dispute resolution may take the form of "mediation", "conciliation", or "arbitration". Alternative dispute resolution is generally less expensive, less formal, and faster than going to court.

3. Official Complaint Channels

Therefore, in the event of a dispute, the consumer client can resort to the following official entities:

4. Internal Complaints Handling

Before resorting to external entities, we encourage you to contact us directly so that we can attempt to resolve any issue internally. We are committed to handling all complaints promptly and fairly.

To file an internal complaint, please contact:

We will acknowledge receipt of your complaint within 5 business days and provide a substantive response within 15 business days. If the matter is complex and requires more time, we will inform you of the extended timeline.

5. Applicable Law

These dispute resolution procedures are governed by Portuguese law, specifically Law No. 144/2015, of September 8, which transposes Directive 2013/11/EU on alternative dispute resolution for consumer disputes. Where international clients are involved, the provisions of EU Regulation No. 524/2013 on online dispute resolution for consumer disputes also apply.

6. Contact Information

For any questions regarding this Dispute Resolution Policy, please contact us using the details above.