Online Dispute Resolution

Dear Customer,

The European Union has created a website to support consumers in submitting their complaints about any dispute in which they are involved. In this context, Fnac provides all the information so that you can exercise your right to complain to an official entity, third and impartial to the process, ("dispute resolution entity") that will help you to resolve the dispute in question.

Therefore, if you are dissatisfied with the purchase of a good or service on our website, or with the solution presented by us to resolve the situation, you can access this official website /index.cfm? and state your objection.

What is Alternative Dispute Resolution?

The alternative resolution of disputes is the possibility that all consumers have at their disposal to appeal to official entities that help them in the resolution, or orientation of any conflict, before opening litigious processes in the Courts.
As a general rule, the procedure is as follows: the customer asks an impartial third party to act as an intermediary between him and the trader who is the target of his complaint. The intermediary can suggest a solution to your complaint, impose a solution on both parties, or bring the parties together to find a solution.
Perhaps you know the concept of alternative dispute resolution by another name: 'mediation', 'conciliation', 'arbitration' or 'competent commission in the context of consumer disputes'.
Alternative dispute resolution is, as a rule, less expensive, less formal and faster than the judicial route.

Fnac provides the websites of some of these entities that may help you to present your arguments:

Suggestions for Alternative Dispute Resolution Entities

CNIACC - National Center for Information and Arbitration of Consumer Disputes

Lisbon Consumer Dispute Arbitration Center

Vale do Ave Consumer Dispute Arbitration Center/Arbitration Court

CIAB – Consumer Information, Mediation and Arbitration Center (Consumer Arbitration Court)

CIMPAS – Insurance Information, Mediation and Ombudsman Center