Dispute Resolution

The European Union has set up a website to support consumers in submitting their complaints about any dispute they are involved in. In this context, MSTORE makes all the information available so that it can exercise its right of complaint to an official, third and impartial entity to the process. Thus, if you were dissatisfied with the purchase of a good or service on our website, or with the solution presented by us to resolve the situation, you can access this official website and expose your objection.

What is Alternative Dispute Resolution?
Alternative dispute resolution is the possibility that all consumers have at their disposal to appeal and official entities to assist them in resolving, or guiding any conflict, before opening litigious proceedings before the Courts. As a general rule, the procedure is as follows: the customer asks an impartial third party to intervene as an intermediary between you and the trader who is the target of your complaint. The intermediary may suggest a solution to your complaint, impose a solution on both parties or bring the parties together to find a solution.

You may know the concept of alternative dispute resolution by another name: 'mediation', 'conciliation', 'arbitration' or 'committee competent in the context of consumer disputes'.

Alternative dispute resolution is usually less expensive, less formal and faster than the judicial route.

M-STORE provides the websites of some of these entities that can help you present your arguments:

Suggestions from Alternative Dispute Resolution Entities
CNIACC – Centro Nacional de Informação e Arbitragem de Conflitos de Consumo

Centro de Arbitragem de Conflitos de Consumo de Lisboa

Centro de Arbitragem de Conflitos de Consumo do Vale do Ave/Tribunal Arbitral

CIAB – Centro de Informação, Mediação e Arbitragem de Consumo (Tribunal Arbitral de Consumo)

CIMPAS – Centro de Informação, Mediação e Provedoria de Seguros