The commitment of Costa Duarte to excellence makes the service provided to clients the centre of its activity.
However, we recognize that we may occasionally fail to meet your expectations about our services and if you wish to make a complaint you must follow the procedures below:
In order to proceed with the prompt and equitable management of a complaint, the client must submit a written complaint, indicating:
The function responsible for managing clients’ complaints is performed by the member of the Board of Directors responsible for Governance, who is responsible for managing the complaint and ensuring the timely response to the complaints submitted.
In case of a complaint, Costa Duarte makes available the following contact details:
Costa Duarte provides to its clients access to the Complaints Book which is located at the Lisbon headquarters and at the Porto office or in electronic format, which can be accessed through https://www.costaduarte.pt/pt/
If you are not satisfied with the way your complaint has been resolved, you have the right to contact Autoridade de Supervisão de Seguros e Fundos de Pensões (ASF), which can be accessed through www.asf.com.pt/isp/PortalConsumidor/Reclamacoes
Without prejudice to the possibility of recourse to judicial courts, in the event of litigation arising from the insurance distribution activity, clients may appeal to existing alternative dispute resolution entities (CIMPAS – Centro de Informação, Mediação e Provedoria de Seguros) or similar entities that may be created.
Costa Duarte ensures that any complaint will be properly and impartially managed and that a written response will be submitted within 20 days of receipt of the complaint, but may be extended to 30 days in cases of particular complexity.