Legal
Complaints and
dispute resolution.
How to submit a complaint, what we do with it, and the external routes available to you.
Updated on 1 August 2026
Complaining directly
The fastest route is to write to us. We undertake to acknowledge receipt within two business days and to give a reasoned reply within 15 business days. If the analysis requires more time, we tell you why and by when.
Contact: geral@janelambiciosa.pt
Where possible, state the service concerned, the relevant dates and the outcome you are seeking. The more concrete the request, the faster it is resolved.
Portuguese Electronic Complaints Book
Under Decree-Law 156/2005, as amended, the Complaints Book is available in electronic form:
A complaint submitted this way is automatically forwarded to the competent regulatory or supervisory authority, with no action required on our part.
Alternative Dispute Resolution
In a consumer dispute, the consumer may turn to an alternative dispute resolution body under Portuguese Law 144/2015 of 8 September.
We are not, at this date, bound by membership of any specific ADR body. The territorially competent body applies, or where relevant the body of general competence:
CNIACC — National Centre for Information and Arbitration of Consumer Disputes www.cniacc.pt
Further information on ADR bodies at www.consumidor.gov.pt.
Note on the European ODR platform. The European Commission’s Online Dispute Resolution platform ceased operating in July 2025. We deliberately do not list it as an available route — a dead link in a legal footer is worse than its absence.
Data protection
Complaints about the processing of personal data follow their own route. Write first to privacidade@janelambiciosa.pt; you may at any time lodge a complaint with the Portuguese Data Protection Authority at www.cnpd.pt.
Reporting irregularities
Reports of irregular conduct or breaches by the company or by those working with it may be sent to the general address, marked "confidential" in the subject. They are handled with confidentiality as to the reporter’s identity.
Security vulnerabilities in this website have a dedicated channel, described at /.well-known/security.txt.