Complaints Book

1. Electronic Complaints Book

The Electronic Complaints Book is the official channel for filing a written complaint without travelling to the premises. The complaint is submitted directly on the government portal and forwarded automatically to the competent regulator.

Open the Electronic Complaints Book

Alternatively, go straight to https://www.livroreclamacoes.pt/inicio.

2. Complaints Book in paper format

The paper book is kept at the premises, at Galeria Avenida — Av. Sá da Bandeira, n.º 33, Loja 405, 3000-351 Coimbra, and is handed over immediately to anyone who asks for it.

The client fills it in personally. The duplicate copy stays with the client and the original is sent to the competent authority.

3. Getting in touch before complaining

Filing a complaint requires no prior contact: the book is available whenever the client wishes to use it. Even so, many situations are settled faster through direct contact.

Contact: WhatsApp +351 938 594 367 and email atendimento@priarantes.com.

4. Response deadlines

Once a complaint is filed, the service provider has 15 working days to reply to the client, stating the measures taken or the reasons why the request cannot be met.

The reply goes to the contact details given in the complaint, so the email address or postal address should be filled in carefully.

5. Competent authorities

Complaints filed are forwarded to the sector regulator. For healthcare services, the competent authority is the Portuguese Health Regulatory Authority (ERS).

In consumer matters, the client may also turn to alternative dispute resolution, through the consumer arbitration centre with territorial jurisdiction over Coimbra.

Information on alternative consumer dispute resolution is available on the Portuguese consumer portal, at consumidor.gov.pt.

6. Data protection

This site neither collects nor stores complaints: they are filed on the official portal or in the paper book. The data processed as part of the service is described in the Privacy Policy.