Consumer rights & transparency
Electronic Complaints Book
Loja do Ouro provides direct access to Portugal’s official Electronic Complaints Book, an independent channel available to consumers wishing to exercise their right to complain.
Company identification
Loja do Ouro · Pérola do Tempo, S.A.
Loja do Ouro is a brand operated by Pérola do Tempo, S.A., registered on the Electronic Complaints Book platform. The paper Complaints Book remains available at physical establishments where required by law.
2400-016 Leiria · Portugal
Official complaints channel
Submit your complaint online
The Electronic Complaints Book is Portugal’s official platform for submitting complaints electronically. An electronic complaint has the same validity as a complaint submitted using the paper Complaints Book.
Submit your complaint online
The Electronic Complaints Book is Portugal’s official platform for submitting complaints electronically. An electronic complaint has the same validity as a complaint submitted using the paper Complaints Book.
Open Complaints Book You will be redirected to the official Livro de Reclamações platform.Before submitting
Prepare the information you may need
Having the relevant details available helps make the submission process clearer and more efficient.
Identification
Have your contact and identification details available as requested by the official platform.
Purchase details
Where applicable, have your order number, invoice or receipt and the purchase or service date available.
Description
Describe the situation clearly, objectively and chronologically, including the relevant facts.
Documents
Prepare invoices, photographs, messages or other relevant supporting documents where applicable.
Complaints process
Frequently asked questions
This is a simplified guide. The instructions displayed on the official platform always prevail.
1. How do I submit an electronic complaint?
Access the official platform, select the option to submit a complaint and follow the instructions. You will be asked to identify yourself, identify the business concerned, select the relevant activity sector and describe the facts. Review the information carefully before submitting.
2. What happens after submission?
The complaint is processed through the official platform and forwarded to the economic operator concerned and to the competent regulatory or supervisory authority. The consumer also receives confirmation of the submission.
3. Who can access the complaint?
Under the applicable rules, information relating to the complaint may be accessed for processing by the consumer, the economic operator concerned and the competent regulatory or supervisory authority.
4. Is Loja do Ouro required to respond?
Yes. For complaints submitted through the Electronic Complaints Book, the economic operator must respond to the consumer within 15 business days.
5. How will I receive the response?
The response is normally sent to the email address associated with the electronic complaint. Keep your submission confirmation and complaint reference.
6. How can I follow my complaint?
Keep the complaint number and confirmation received after submission. Follow the consultation instructions provided by the Electronic Complaints Book platform or use the RTIC service when applicable.
7. Is the paper Complaints Book still available?
Yes. The electronic format does not replace the paper Complaints Book in establishments where its availability is legally required. Both formats have equivalent validity.
Legal framework
Complaints Book legislation
The Complaints Book regime is governed by Decree-Law no. 156/2005 of 15 September, as amended, and by Ministerial Order no. 201-A/2017, which regulates the physical and electronic formats.
Legal framework
DL 156/2005 · Portaria 201-A/2017
The Complaints Book regime is governed by Decree-Law no. 156/2005 of 15 September, as amended, and by Ministerial Order no. 201-A/2017, which regulates the physical and electronic formats.
View legislationYour opinion deserves to be heard
At Loja do Ouro, we value transparent communication and the responsible handling of every contact. The Complaints Book is an official channel available to every consumer.
Information reviewed on 10 Sep 2026
