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 where matters stand on identifying the alternative dispute resolution body.
Draft
Document in preparation
This page is a working draft. The link to the electronic Complaints Book is final and works. The internal procedure and the identification of the alternative dispute resolution body await review by qualified counsel.
Draft version of 13 August 2026.
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 not yet confirmed and is identified as such below.
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.
The formal time limits of the procedure depend on the applicable legal framework and will be set with counsel. We do not publish a deadline before we can keep to it:
- To be confirmedMaximum period for a reasoned reply to a complaint.
- To be confirmedRetention period for the complaints record.
- To be confirmedThe person designated to handle complaints.
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
The obligation exists and is not yet met. We set out exactly what is missing rather than naming a body at a guess.
A trader selling goods or supplying services to consumers is required to state which consumer alternative dispute resolution body may be used, together with that body's web address. It is an out-of-court route, run by an independent body, at reduced cost or none to the consumer.
Which body is competent depends on the sector of activity and the registered seat of the company, and arbitration centres have different territorial competence. Naming the wrong one sends a consumer to a body that will decline the case and can cost them the deadline — that is a compliance failure in itself, not a drafting detail. So the field is empty in the site register and nothing is shown in its place.
To be confirmed before this page can be treated as complete:
- To be confirmedThe competent consumer alternative dispute resolution body, with its web address and territorial scope.
- To be confirmedAny voluntary adherence to an arbitration centre, and its scope.
- To be confirmedThe equivalent information for the Spanish and Dubai markets.
And 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. Until the competent community is confirmed, we do not set out a procedure that may turn out to be the wrong one.
Dubai
The applicable channels depend on how the activity is registered with the Dubai Land Department and with the local consumer authorities. They will be published here once confirmed, held to the same standard of accuracy.
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 policy