Alternative Consumer Dispute Resolution
At Casa Gold, we value transparency, clear communication and the satisfaction of everyone who uses our services. Should any dispute or query arise in connection with our property services, we provide formal mechanisms for swift and fair resolution.
How to submit a complaint
If you wish to submit a complaint about our services, you may do so through the following channels:
- Direct contact with us — for internal analysis and resolution
- Email — as indicated on our Contact page
- Online Complaints Book (Livro de Reclamações Eletrónico)
- Physical Complaints Book — available at our office
All complaints are reviewed with rigour and responded to within the legally established timeframes.
Alternative Dispute Resolution (ADR)
In accordance with applicable legislation, clients may refer disputes relating to property services to an Alternative Dispute Resolution (ADR) entity.
Competent ADR entity:
CNIACC — National Centre for Consumer Conflict Information and Arbitration
Phone: +351 253 619 107
Email: geral@cniacc.pt
Website: https://www.cniacc.pt
For updates and further information, please consult the Portuguese Consumer Portal: https://www.consumidor.gov.pt
(pursuant to Article 18 of Law no. 144/2015, of 8 September)
These entities allow disputes to be resolved informally, quickly and at low cost to the consumer.
Our commitment
Casa Gold is committed to:
- Acting with transparency and fairness
- Handling disputes in a professional manner
- Providing accessible communication channels
- Upholding consumer rights and protection
- Preventing situations of documentary or contractual risk
If you need support, we are here to help.
→ Contact us for further clarification or to initiate a resolution process
Note: The Complaints Book (Livro de Reclamações) is a mandatory consumer protection mechanism under Portuguese law. Consumers may access the official platform to submit complaints, suggestions or other feedback regarding services provided in Portugal.