Livro de Reclamações: What is it and how does it protect you as a consumer?

Livro de Reclamações - Complaints in Portugal

When something goes wrong in Portugal

You might recognise this situation:
You have moved to Portugal, everything is new – language, authorities, shops. You sign up for an internet contract, go to the dentist or eat in a restaurant. But something goes wrong: the bill is incorrect, the service is poor or you feel you have been treated unfairly.

In your home country, you would know exactly how to complain. In Portugal, you feel unsure:
Am I allowed to complain? How do I do it properly? Do I actually have any consumer rights in Portugal?

The good news: yes, you have strong consumer rights – and one important tool is the Livro de Reclamações (complaints book). In this article, I explain step by step what it is, how to use it and what happens after you file a complaint – in a clear, practical way and with real‑life examples from expats’ everyday lives.

What is the „Livro de Reclamações“?

The “Livro de Reclamações” is the official complaints book in Portugal. By law, many service providers must have it available, for example:

• Restaurants, cafés, bars

• Shops and supermarkets

• Banks, insurance companies, telecom providers

• Schools, kindergartens, healthcare providers

• Public‑facing services and many more

Today, the complaints book exists in two formats:

• Physical book (paper) on site at the business

• Digital Livro de Reclamações (online) – especially practical for expats

With this tool, you can file an official complaint if you feel you have been treated unfairly as a consumer or if a service is not delivered as agreed.

Why is it so important for you?

It is not a “rage book”, but an official, legally regulated tool.

• The business is legally obliged to give you the book when you ask for it.​

• Your complaint is forwarded to the relevant supervisory authority.​

• It forces companies to take your complaint seriously.

Especially if you are new to Portugal and still unsure about the language and culture, the Livro de Reclamações is an important safety net.

What rights do you have as a consumer in Portugal?

Viele Expats glauben anfangs, sie seien in Portugal „rechtlos“ oder müssten alles hinnehmen. Das stimmt nicht. Sie haben als Verbraucher in Portugal starke Rechte – unabhängig von Ihrer Nationalität oder Ihrem Aufenthaltsstatus.

Key consumer rights (in simple terms)

• Right to transparent prices: prices and conditions must be clearly visible.

• Right to proper service: you are entitled to the service you pay for (for example agreed internet speed, agreed scope of service).

• Right to information: important contract details must not be hidden or obscured.

• Right to complain: you can file a complaint at any time – orally, in writing or via the Livro de Reclamações.

• Right to a response: the company must respond to your complaint, usually within a set deadline (often 15 days).

Typical everyday situations

• You have an internet contract, but the speed is consistently much slower than promised.

• In a restaurant, you are charged for something you did not order, or hidden items appear on the bill.

• A tradesperson does not show up for an agreed appointment and refuses to refund your deposit.

• A language school suddenly changes the course, cuts lessons or shifts times without offering alternatives or a refund.

In all these cases, in addition to speaking directly with the provider, you can use the Livro de Reclamações.

How to use the Livro de Reclamações – step by step

1. Physical complaints book on site

If you are in a shop, restaurant or office and want to complain, you can say:

“Queria o Livro de Reclamações, por favor.”
(“I would like the complaints book, please.”)

Important points:

• The business must hand you the book.​

• They are not allowed to refuse or “fob you off”. If they do, you have the right to call the police, and refusal can lead to fines between 150 EUR and 15,000 EUR.

• You fill in your details and your complaint on the form (there are fields for name, contact details, description of the incident etc.).​

• One copy stays with the business, one goes to the authority and one is for you.​

Tip: If you feel insecure about your Portuguese, you can also write your complaint in English – what matters is that the situation is described clearly.

2. Digital Livro de Reclamações

For many people, the digital complaints book is easier:

• You can fill it in from home.

• You have time to formulate your complaint calmly.

• You can upload evidence online (invoices, emails, photos).

The process is basically the same:
You choose the sector, the provider and describe what happened. Your complaint is then automatically forwarded to the relevant authority.

What happens after I have filed a complaint?

1. The company’s response

After you enter your complaint in the Livro de Reclamações, the provider usually has a set time limit to:

• acknowledge your complaint,

• review it internally,

• send you a reply (for example by email or letter).

Typical reactions include:

• An offer of an apology and solution (price reduction, credit, re‑doing the service, cancelling a contract).

• An explanation of the situation, in case there was a misunderstanding.

Many companies react much faster when a complaint is made officially through the Livro de Reclamações – simply because they know that the authorities also see it.

2. Role of the supervisory authority

Your complaint is also sent to the relevant regulator or supervisory authority (for example for telecoms, food and hospitality, finance, etc.). This authority can:

• review the case,

• request statements and evidence from the business,

• order inspections or impose fines if there are repeated or serious problems.

For you, this means:
Your voice counts – not only for your own case, but also for other consumers in Portugal.

Examples from relocation practice

Example 1: Internet contract

You sign an internet contract that promises speeds “up to 500 Mbps”. In reality, for weeks you barely reach 30 Mbps – home office and homeschooling become a real burden.

• First, you speak several times with customer service – without any lasting solution.

• On recommendation, you file a complaint through the Livro de Reclamações online.

• Within a few days, a higher‑level contact person gets in touch:
  – The line is checked technically.
  – You receive a credit for the period of poor performance.
  – An upgrade to better hardware is offered.

Without the Livro de Reclamações, the case would probably have remained stuck in the call centre.

Example 2: Language school with sudden course change

A newcomer in Lisbon books an intensive Portuguese course. Shortly after the start, the course is significantly shortened, dates are moved and content is cut – without any price adjustment.

• The participant feels insecure: he does not know the system and does not want to appear “difficult”.

• After a conversation with us as a relocation service, we file a complaint together.

• The school responds: it offers a partial refund or participation in an alternative course.

Here, the Livro de Reclamações was the tool that helped resolve the situation fairly – without escalating into a conflict.

Example 3: Restaurant bill with “surprises”

You go out for dinner. On the bill, you find several items (bread, olives, small dishes) that you did not knowingly order.

• You feel unsure and do not want to “make a scene”.

• Simply asking for the complaints book often leads to the bill being corrected quickly by the restaurant.

In everyday life, this tool gives you a sense of security – even if you do not actually end up using it.

Practical tips for you in Portugal

To help you feel safer in your daily life, here are some concrete tips:

• Do not be afraid to ask questions.
  If something is unclear – contract, bill, conditions – ask and have things explained.

• Stay calm and factual.
  Even if you are frustrated: a polite, clear complaint is usually received better in Portugal than open anger.

• Keep your evidence.
  Save invoices, contracts, emails and chat histories. They are very helpful if you need to file a complaint.

• Use the Livro de Reclamações thoughtfully, but confidently.
  It is not a “nuclear option”, but a normal, recognised instrument.

• Get support.
  If you feel unsure – because of language or culture – let a relocation service assist you.

Conclusion: Emigrating and living in Portugal – with more security in everyday life

“Emigrating to and living in Portugal” is a big step – full of hope, but also full of uncertainties. Especially in the first few months, many expats feel lost: new language, new rules, new mentality.

The Livro de Reclamações is one of the tools that shows you:
You are not powerless as a consumer in Portugal. You have rights – whether it is about internet, rent, eating out or educational institutions.

If you know how to use your rights, it becomes much easier to integrate into life in Portugal. You can focus again on what really matters to you: a good life in Lisbon, by the sea or in the countryside.

Get support for your everyday life in Portugal

If you are currently moving to Portugal or already living in Lisbon and feel unsure when it comes to contracts, authorities or complaints, you do not have to go through this alone.

As an experienced relocation service, we help you make your new start in Portugal more relaxed and secure – from your first rental contract to everyday questions.

Book your free initial consultation now – together we will find out how we can support you with your move to Lisbon and your life in Portugal in a very practical way.