Complaints & Consumer Information
How to raise a concern and access independent dispute resolution
Internal master draft for review. Remove this note before publication. Mandatory Portuguese and EU law prevails over any inconsistent wording
Do Padre aims to resolve concerns fairly, personally and without unnecessary delay. Guests are encouraged to contact the host as soon as an issue arises, particularly during the stay, so that a practical solution can be explored.
1. Contact Do Padre Directly
Operator
Christian Adam, operating as Do Padre
Postal address
Largo da Igreja 7, 2350-052 Brogueira, Portugal
Telephone for general or urgent guest matters
+351 912 641 153
Please include the booking name, booking reference, dates of stay, a clear description of the issue and any relevant photographs or documents. Do Padre aims to acknowledge and respond to direct complaints within 14 calendar days, without prejudice to any shorter or mandatory legal deadline.
2. Portuguese Complaints Book2.
Do Padre maintains both the physical and electronic forms of the Portuguese Livro de Reclamações (Complaints Book).
-
The physical Complaints Book is available at the establishment and will be provided immediately and free of charge when requested.
-
The Electronic Complaints Book can be accessed through the official platform below.
-
For a complaint submitted through the electronic platform, Do Padre will respond to the consumer within the statutory period, currently no more than 15 working days.
Electronic Complaints Book: www.livroreclamacoes.pt
3. Alternative Consumer Dispute Resolution
Under Portuguese consumer law, providers must inform consumers about available Alternative Dispute Resolution (ADR / RAL) entities. For Torres Novas, the territorially competent entity is:
Entity
CNIACC – Centro Nacional de Informação e Arbitragem de Conflitos de Consumo
Address
Rua D. Afonso Henriques, 1, 4700-030 Braga, Portugal
Telephone
+351 253 619 107
Website
CNIACC provides consumer information, mediation and arbitration services. Consumers should normally attempt to resolve the matter directly with Do Padre before submitting a dispute to the centre.
4. Low-Value Consumer Disputes
Where a consumer dispute does not exceed EUR 5,000, Portuguese law allows the consumer, by express choice, to submit the dispute to necessary mediation or arbitration before an authorised consumer arbitration centre. In such cases, the business is bound to participate in accordance with the applicable legal rules.
5. Courts and Mandatory Consumer Rights
The availability of direct complaint handling, the Complaints Book or ADR does not remove the right to seek assistance from competent public authorities or courts. Nothing on this page limits any mandatory consumer right or any jurisdiction available to a consumer under Portuguese or European Union law.
6. Data Used to Handle Complaints
Information submitted in a complaint is used to investigate the issue, communicate with the complainant, comply with legal obligations and establish, exercise or defend legal claims. It may be shared with the Electronic Complaints Book platform, ASAE, CNIACC, insurers, advisers, booking platforms or other competent bodies where necessary and lawful. Further information is provided in the Privacy & Cookie Policy.
7. Language
Complaints may be submitted in English or Portuguese. Do Padre will make reasonable efforts to assist with complaints in German. Mandatory Portuguese procedural and consumer-law requirements prevail.
Last updated: 3 August 2026 · Effective upon publication
