Legal
Complaints and dispute resolution
Two routes are open at any time: write to us directly, or file the complaint in the Portuguese electronic Complaints Book, which goes to the competent authority without passing through us. You are not required to use the first before the second.
This page explains both routes, what happens once a complaint is received, and which alternative dispute resolution body you may turn to.
How do you make a complaint?
Three routes, with different standing. The first is the quickest; the other two do not depend on our willingness, which is precisely their purpose.
01
Write directly to Rhamos Properties
Send the complaint to the general address, describing what happened and what you want done. We confirm receipt and reply in writing. It is the quickest route and, in most cases, the one that settles the matter.
If you prefer, address the complaint to the consultant handling your file. It reaches the same place and is recorded in the same way.
02
The electronic Complaints Book
A public service in Portugal. The complaint is submitted directly to the competent regulator, without passing through the company and without needing our agreement. It is open to any consumer and is free of charge.
03
Consumer alternative dispute resolution
An independent body that considers the dispute outside the courts, by mediation or arbitration, at reduced cost or none to the consumer. The competent body is the Centro de Arbitragem de Conflitos de Consumo de Lisboa (CACCL), identified below together with its scope.
What to include in a complaint
The more specific it is, the sooner it is settled. None of this is required for a complaint to be considered.
- What happened, with dates, and who was involved on our side.
- The property or file reference, if there is one.
- A copy of the relevant correspondence — email, message or document.
- What you want done. A correction, an explanation and compensation are different requests and follow different paths.
- A contact address for the reply, and the language you would prefer it in.
What happens next?
The internal path of a complaint, from the moment it arrives to the written reply.
| Stage | What happens |
|---|---|
| Receipt | The complaint is recorded with a date and a reference number. You receive written confirmation carrying that number. |
| Assignment | The review is carried out by someone not involved in the events complained of. Nobody decides on their own conduct. |
| Investigation | We gather the file documentation and hear from the people involved. If information is missing from your side, we ask for it once and specifically. |
| Reply | A written, reasoned reply setting out what is concluded, what is being corrected, and what is not accepted, with the reason. |
| Record | The complaint and the reply are kept on file. Where we identify a process failure, the change to the procedure is recorded against the complaint that prompted it. |
Receipt confirmed within 24 working hours, the same response commitment we give for any enquiry.
Complaints are handled today by the team on the terms described above, without a separate internal regulation fixing a maximum reply period, a retention period for the complaints record or a designated complaints officer. Should such a regulation be adopted, this page is updated and the version date changed before it takes effect.
The electronic Complaints Book
The public route in Portugal, open to any consumer, free of charge and independent of us.
The electronic Complaints Book is the digital form of the book that establishments are required to make available. The complaint is filed on the platform and passed directly to the competent regulator.
You do not need to contact us first, you do not need our authorisation, and the company has no part in the submission. We receive a copy after it is filed, which is how it should be.
The link below opens the public platform in a new tab. It is the same link carried in the footer of every page of this site.
https://www.livroreclamacoes.pt/inicio
Alternative dispute resolution
Who you can turn to outside the courts, and on what terms. The competent body is identified below, with the basis for the choice.
A trader selling goods or supplying services to consumers is required to state which consumer alternative dispute resolution body the consumer may turn to, together with that body's web address — the information duty of article 18 of Law no. 144/2015 of 8 September. It is an out-of-court route, run by an independent body, at reduced cost or none to the consumer.
Which body is competent follows from territorial competence and the value of the dispute. For Rhamos Properties it is the Centro de Arbitragem de Conflitos de Consumo de Lisboa (CACCL), whose territorial competence includes Lisbon, where the operating company has its registered seat, and which hears consumer disputes of up to €5,000 in value. Within that bracket, under Law no. 63/2019 of 16 August, arbitration is mandatory for the trader where the consumer opts for it: if you choose this route, the company is bound by it.
Rhamos Properties has not made a full voluntary adhesion to an arbitration centre today; arbitration operates on the legal terms described above. Should a full adhesion be made, this page is updated and the version date changed.
Consumer alternative dispute resolution body identified by Rhamos Properties:
Centro de Arbitragem de Conflitos de Consumo de Lisboa (CACCL)
Open the body's websiteAnd outside Portugal?
Public complaint routes are national. What applies to a client in Madrid is not what applies to a client in Dubai.
Spain
Consumer complaint forms are regulated by each autonomous community, and the applicable regime depends on the community in which the activity is carried on. Today, the routes open to clients are the ones described on this page. When the activity in Spain acquires its own regional framework, the corresponding procedure is published here, with a new version date.
Dubai
The applicable channels depend on how the activity is registered with the Dubai Land Department and with the local consumer authorities. Today, the routes open to clients are the ones described on this page; when that framework determines local channels, they are published here, with a new version date.
In any market
The direct route is always open: writing to us and receiving a written reply does not depend on jurisdiction, and it is the first step we recommend in any case.
How a complaint is handled
Four commitments with a cost. They are what separates a complaints procedure from a letterbox.
01
A complaint does not affect the service provided or the relationship. There is no penalty for complaining.02
We do not ask for a complaint to be withdrawn as a condition of resolving it.03
Nobody named in a complaint reviews it or decides on it.04
Where the failure is ours, we say so in writing, in the same terms in which the complaint was made.
Making a complaint
If something has gone wrong, tell us what. A well-documented complaint gives us information we cannot get any other way, and it is treated as such.
Write to the general addressSee the privacy policyVersion of 19 August 2026.