Complaints Procedure

Our Commitment

At Dino Property, we are committed to providing a professional, reliable and transparent service. If you are dissatisfied with any aspect of our services, we encourage you to let us know so that we can investigate the matter promptly and work towards a fair resolution.We value customer feedback and view complaints as an opportunity to improve our services.

How to Make a Complaint

If you wish to make a complaint, please contact us using one of the following methods: Email: hello@dinoproperty.pt Website: www.dinoproperty.pt Please include: Your full name. Your contact details. The property or project address (where applicable). A clear description of your complaint. Copies of any relevant photographs or documents. The outcome you are seeking. Providing as much information as possible will help us investigate your complaint efficiently.

Our Complaints Process

Once we receive your complaint, we aim to: Step 1 – Acknowledgement Acknowledge receipt of your complaint within five working days. Step 2 – Investigation Review all relevant information, speak with any members of our team involved and assess the circumstances fairly and objectively. Step 3 – Resolution Provide a written response as soon as reasonably practicable. Where additional investigations are required, we will keep you informed of our progress. Where appropriate, we will work with you to agree a practical resolution.

Portuguese Complaints Book (Livro de Reclamações)

In accordance with Portuguese legislation, customers have the right to submit complaints through the official Livro de Reclamações (Complaints Book), where applicable. Where Dino Property is legally required to provide access to the Livro de Reclamações, it will be made available in accordance with Portuguese law. Customers may also submit complaints electronically through the official Portuguese Complaints Book platform.

Alternative Dispute Resolution

If we are unable to resolve your complaint directly, you may have the right to refer the matter to an appropriate Alternative Dispute Resolution (ADR) entity or another competent authority, where applicable.Nothing in this Complaints Procedure affects your statutory rights under Portuguese or European Union law.

Our Commitment to Fair Resolution

We will always aim to: Treat every complaint seriously. Investigate complaints fairly and impartially. Communicate openly throughout the process. Resolve issues wherever reasonably possible. Learn from customer feedback to improve our services.