Complaint Book

    Last updated: April 2026

    1. Your Right to Complain

    In accordance with Decree-Law No. 156/2005, all service providers operating in Portugal must make a Complaint Book (Livro de Reclamações) available to their clients. vZn Tailored Experience fully respects this right and is committed to handling every complaint with transparency, fairness and care.

    2. Electronic Complaint Book

    You can submit a formal complaint at any time through the official Portuguese Electronic Complaint Book, free of charge and in your preferred language.

    • Online platform: www.livroreclamacoes.pt
    • Available 24/7 from any device with internet access
    • Complaints are sent directly to the competent regulatory authority

    3. How to Submit a Complaint to Us Directly

    Before using the official channel, or in addition to it, you may always reach out to us directly. We treat every concern seriously and aim to resolve issues quickly and amicably.

    • By email through the address provided on our Contact page
    • By phone during business hours
    • Through the contact form available on this website

    4. Information to Include

    To help us address your complaint efficiently, please provide the following details:

    • Your full name and preferred contact method
    • Date and location of the service
    • A clear description of the situation
    • Any supporting documents or photographs, if applicable

    5. Response Time

    We acknowledge every complaint received within 5 business days and aim to provide a complete response within 15 business days, in line with applicable Portuguese consumer protection law.

    6. Alternative Dispute Resolution

    In the event a dispute cannot be resolved directly, you have the right to refer the matter to an Alternative Dispute Resolution (ADR) entity recognised by the Directorate-General for Consumer Affairs (Direção-Geral do Consumidor).

    • More information: www.consumidor.gov.pt
    • European online dispute resolution platform: ec.europa.eu/consumers/odr

    7. Contact

    For any matter related to complaints or service quality, please reach us through the Contact page on this website.