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The European Union has created a website to support consumers in submitting their complaints about any litigation in which they are involved. In this context, Marcolino makes all the information available so that you can exercise your right to complain to an official, third party and impartial entity to the process (“dispute resolution entity”) that will help you resolve the dispute in question.
So, if you are dissatisfied with the purchase of a good or service on our website, or with the solution we have presented to resolve the situation, you can access this official website https://ec.europa.eu/consumers/odr/main /index.cfm?event=main.home2.show&lng=EN and expose your dispute.
The alternative dispute 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 litigious processes in the Courts.
As a general rule, the procedure is as follows: the customer asks an impartial third party to act as an intermediary between him and the merchant who is the target of his complaint. The intermediary can suggest a solution to your complaint, impose a solution on both parties, or bring the parties together to find a solution.
Perhaps you know the concept of alternative dispute resolution by another name: 'mediation', 'conciliation', 'arbitration' or 'competent committee in the field of consumer disputes'.
Alternative dispute resolution is generally less expensive, less formal and faster than the legal route.
Marcolino makes available the websites of some of these entities that can help you present your arguments:
CNIACC – National Center for Information and Arbitration of Consumer Disputes
Lisbon Consumer Conflict Arbitration Center
Vale do Ave Consumer Conflict Arbitration Center/Arbitration Court
CIAB – Consumer Information, Mediation and Arbitration Center (Consumption Arbitration Court)
CIMPAS – Information, Mediation and Insurance Provider Center
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