Complaints Book

As a service provider operating in Portugal, Vrone International, Unipessoal Lda. (NIPC 518760499) makes available the official Portuguese Livro de Reclamações Eletrónico (Electronic Complaints Book) for formal complaints, in accordance with Decree-Law 74/2017.

Before submitting a formal complaint

For service-quality issues, billing questions, or general concerns we encourage you to contact us directly first. Most matters are resolved within one business day. You can reach us at:

• Email: contact@vroneinternational.com
• Phone: +351 935 887 503
• Address: Rua do Matadouro, n.º 9, 1.º, 2560-615 Torres Vedras, Portugal

What information to include

When filing a complaint, directly with us or through the electronic Complaints Book, please provide:

• your full name and contact details;
• a clear description of the issue and when it occurred;
• the name of any Vrone team member or the project the complaint relates to, if known;
• any supporting documents (contracts, invoices, correspondence) you consider relevant.

How complaints are handled

Complaints submitted through the Livro de Reclamações Eletrónico are sent to the relevant Portuguese supervisory authority and to us. We commit to reviewing each complaint received and responding within the timeframes established by applicable law, generally within 15 working days from receipt.

Data protection

Personal data submitted in the course of a complaint is processed for the purpose of investigating and responding to the complaint and to comply with our legal obligations. See our Privacy Policy for details on retention, your rights, and how to contact us about personal data matters.