Without prejudice to the right of consumers to submit complaints directly to the Customer Support Service, which can be contacted through the following means:

Mail: Av. Marechal Craveiro Lopes, No. 6, 1700-284 Lisbon

Email: apoio.cliente@fh-vc.pt

Phone: 217 818 283

Consumers have, under Law No. 144/2015 of 8 September, which establishes the legal framework for out-of-court consumer dispute resolution mechanisms, the possibility to resort to an Alternative Dispute Resolution (ADR) Entity to resolve a conflict related to the provision of a service marketed by FHVC.

These ADR entities are independent and have specialized personnel who, impartially, help the consumer and the company reach an amicable solution through mediation or conciliation or, if such an agreement is not reached, allow a decision to be made by arbitrators in a simple and fast arbitration process.

For this purpose, FHVC informs that it has joined two alternative dispute resolution entities: CICAP and CACCL, as follows:

CENTRO DE INFORMAÇÃO DE CONSUMO E ARBITRAGEM DO PORTO (CICAP)
Address: Rua Damião de Góis, 31, Loja 6, 4050–225 Porto
Phone: +351 22 550 83 49 / +351 22 502 97 91
Fax: +351 22 502 61 09
Email: cicap@cicap.pt
Website: www.cicap.pt

CENTRO DE ARBITRAGEM E CONFLITOS DE CONSUMO DE LISBOA (CACCL)
Address: Rua dos Douradores, No. 116 – 2º, 1100–207 Lisbon
Phone: +351 218 80 70 30
Fax: +351 218 80 70 38
Email: juridico@centroarbitragemlisboa.pt
Website: www.centroarbitragemlisboa.pt

You can consult the complete list of alternative dispute resolution entities at www.consumidor.pt or www.arbitragemdeconsumo.org.

Without prejudice to the above, to access the updated list of ADR entities, you should consult the website of the Directorate-General for the Consumer at the following link.

Updated on 30.09.2025