Complaints Book (Livro de Reclamações)
Recently we went to a restaurant where the service was so abysmal and we were treated in such an off-hand way that I asked for the “Livro de Reclamações” (this is the complaints book). Despite being invisible for 90 minutes it was amazing that the manager of the establishment, like a Gene from the lamp, suddenly materialized by my side. He was pleading with me not to make an entry in the complaints book. Ten minutes later, still no complaints book, and hubby was out of the door – he just wanted something to eat. I was furious, and wanted to stand my ground. Begrudgingly, however, I had to concede defeat to the now grovelling manager and I left muttering that we would not be eating there again.
The incident, however, left doubts in my mind concerning my rights as this was the second time I had asked for the “Livro de Reclamações” and it was refused. Was it because I was English and they assumed I was a tourist and did not know my rights? This led me to investigate further and share the following information with you.
Notice
All establishments with a complaints book MUST clearly display the poster. “This establishment has book of complaints” I was recently in a shopping centre in the Algarve and tested the theory and yes some notices were clearly visible.
Complaints Book poster is mandatory
What is the “Livro de Reclamações” (Complaints Book)?
The complaints book is where the consumer can file a complaint in reference to supplier of goods or provider of services
How to file your complaint
The latest edition of the book is now in Portuguese and English. Complaints are recorded in the book in triplicate and must be completed in a clear and concise manner.
The business/establishment must give you a copy of the complaint within five days and send the second copy to the authority responsible for their field of business for review. The third copy of the complaint remains in the book.
- Use a biro so the complaint cannot be erased.
- Write clearly and in block letters so it is easy to read.
- Identify the place or service provider (name and address), yourself (your name, address and Residencia Card or Passport number)
- Note the reason(s) for your complaint along with the date and time it occurred.
- Keep all documentation relating to the complaint i.e., invoices, brochures, photos, contracts etc) plus a copy of the complaint.
- If there are any witnesses take their contact details – you may need their testimony later to support your complaint.
The complaint is reviewed by the relevant authority who will decide if the complaint is upheld and what penalty will apply if appropriate. Insufficient information on the complaint will result in the business/establishment having ten days to present mitigation in their defence.
Who do you contact when Complaints book denied?
If the complaints book is denied you may either call the police to report that the your request to file a complaint in the Livro de Reclamações has been denied or you can send a letter to the appropriate authority responsible for the activity or service.
A fine from €3,500 to up to €30,000 can be incurred by the business/establishment if the Livro de Reclamações is denied. However, if the police intervenes there is a minimum fine of €15,000 euros. The threat of calling the police is often enough.
Further information (in Portuguese) can be found at www.portolegal.com/LivroReclamacoes.htm
I do hope you find the above information useful next time you wish to complain.
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Very cool! I’m also a Portugal blogger…err, an armchair blogger since I don’t live there and have actually never been to Portugal. Still, I like to know about the places I wish to one day live in.
I linked to this post from my blog and will start to read your posts from now on! I’d like to know how you ended up in Portugal but I’m sure by reading your posts, there’s an answer for that! ; )
- Adam
http://eyesonportugal.wordpress.com
Hi Adam.
Great to meet a fellow blogger! Thanks for adding my blog and the nice comments.
I have also added your blog. Loved the section on Cuidado Com A Língua! – Portuguese Resource
http://ww1.rtp.pt/blogs/programas/cuidado-com-a-lingua/
My Portuguese is not anywhere near this level but at least I can press replay!
Kind regards
Piglet
I wish there was a similar system in France, maybe it would improve French customer service?
Hi PigletinFrance,
I don’t think they would dare. Nor would they have it in any language other than French!..:(
I might be mis-informed, but I have also heard that it can work in the favour of the business owner too, if you make a complaint that proves to be without reasonable grounds. So be sure to only use the complaints book if your issue is genuinely serious and could be defendable in court, if need be. Again, this is what “they” say, so I might be wrong…
Thanks for an informative post!
Hi Kerry,
Thanks for the comment. I genuinely hope while people have the right to complain they only make a complaint if it is as you say serious.
Kind regards
Piglet
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Hi Stephanie,
I would only register a complaint for serious lack of service. The only other time I have asked for the Livro de Reclamações was three years ago at our Centre de Saúde (Doctors surgery/Health Centre)
Although I was given the book I was also informed I had to write my complaint in Portuguese (which of course I could not). The new Portuguese/English version of the book is definitely a step in the right direction!
I have added your link under the Expat Resources category and have responded by email re contributing to the Portugal guide.
Kind regards
Piglet
Hi there, sorry to but into your thread but have just had a massive problem in Portugal and am in need of some advice.
We hired a car from Faro airport (we feel this was mis sold to us and we ended up paying more than we agreed but this isn’t the problem) We had a slow puncture on the car drivers side back wheel which put air in a few times, we were driving down the road on the last day of our holiday and we had a blow out. We changed the wheel to the emergency and drove back to our complex to reception to ask what they would advise. The lady kindly looked at the wheel, she saw a big gash on the inside of the tyre and said it looked as if the tyre was perished and had popped due to it being worn and defected, she said to drive it back (we rang the hire company and they also said to bring it back for them to see) the nice lady then said we should ask for the complaints book as we shouldn’t have been given a faulty car, especially with our baby in it)
When we returned the car, they quickly drove it away and said we had to pay as it was our fault and they took the money off our card, we argued and asked for the complaints book, they said it was being bought to us.
We waited an hour and still nothing so asked again, they just kept saying “haven’t you got a plane to catch” eventually the boss turned up and we walked to the side of the road to meet him as he wouldn’t come into the car park (we now had 30 minutes until our plane left)
He pulled out a tyre with 2 holes (one we hadn’t ever seen) and started screaming at us that we made the whole and we can only write in the book if we writ that we purposely made the hole (which we absolutely disagreed with) he was threatening, I asked him to stop shouting as my baby was scared and he pointed in my face and shouted at me to shut my mouth. He was irate and just kept screaming.
In the end we walked off as we had to go to catch our plane (it was very close) and feel really angry that we were treated like this.
we only wanted to write in the book and then leave, he wouldn’t let us.
Is there anything we can do about this as we are now back in the uk but feel this company should not be aloud to behave like this as it put a real dampener on the holiday and has left us out of pocket and shaken!
Would love some suggestion.
Many thanks
Katy
Hi Katy,
This is awful and does not give a good impression of Portugal. I am going to speak to someone whose Portuguese language skills are far greater than mine and see if he can make any suggestions. Leave it with me and I will see if there is anything that can be done.
PiP
Hi Katy,
I received a response
NEVER EVER walk away from this kind of situation
> always stand your ground.
> If the Complaints book is used the Complaint is investigated fully (or
> should be)
> It is ILLEGAL to Refuse to supply the Complaints Book if requested – Big
> probs for the
> If all this shouting was going where the Airport Police ? (hiding)
> Well to start with find out if the car was Hired thru a UK Web site
> If it was ,put in a complaint to the Site.
> WRITE a Registered Letter with a paid for “received by addressee” to the Car
> Company & ANA Lisboa.
> Explaining fully what happened
> Try to get the receptionist at the Hotel to confirm her thoughts by e-mail
> or letter.
> Lastly because they “walked away” the water is very muddy
> as a last thought get in touch with the English Press in the Algarve giving
> them FULL Details leave nowt out
> Just kick up a big a fuss as they can.