Livro de Reclamações

Published 5 November 2026, 23:09

Livro de Reclamações (complaints book)

An official state system, not a business's own notebook. It is governed by Decreto-Lei n.º 156/2005 as amended by Decreto-Lei n.º 74/2017. There are three formats: a paper book with a red cover, the electronic book at livroreclamacoes.pt and a phone app. The paper book is compulsory for any business with permanent premises open to the public: shops, cafés, pharmacies, gyms, driving schools, clinics, banks, property management companies, hotels. The electronic version is compulsory for every business that has a paper book, and also for anyone selling online.

Where you come across it. Any dispute with a seller or service provider: a refusal to refund your money, a service you were pressured into, rudeness, a bank turning you down, queues at a clinic.

An electronic complaint carries more weight than a paper one: you must be sent a written reply within 15 working days in any sector, whereas with the paper book only providers of essential public services have to reply to you directly. With the paper book, keep the blue copy: it is your only proof. Refusing to hand over the book is an offence in itself, punishable by a fine of €150 to €15,000.

Official website: livroreclamacoes.pt/Inicio

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